Assessing e-Service Quality and e-Service Quality^s Recovery of e-Marketplace: A Case in Indonesia Raffi Arya Prayoga, Ni Wayan Sriyanti, M. Mujiya Ulkhaq
Diponegoro University
Abstract
The development of the internet has transformed business operations across various sectors, especially in the service industry, where traditional methods have shifted to modern electronic services (e-services). The quality of these e-services plays a crucial role in a company success by directly influencing customer satisfaction and overall business performance. Therefore, assessing e-service quality has emerged as a critical area of study. This paper focuses on evaluating e-service quality using the E-S-QUAL scale and its recovery using the E-RecS-QUAL scale, conducting a case study at T-Shop, a prominent global e-marketplace. The study reveals that while T-Shop achieves a relatively high overall average score of 4.039 for e-service quality, indicating strong initial service performance, there is significant room for improvement in e-service quality recovery. These findings underscore the importance of continuous improvement in managing e-service quality, especially in responding to and recovering from service failures. By addressing these areas, T-Shop can potentially strengthen its competitive edge and better meet customer expectations in the dynamic landscape of e-marketplace.
