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Vol. 5 No. 2 (2024) • Articles
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Pengaruh User experience Terhadap Customer Satisfaction dengan E-service quality Sebagai Mediator pada Blibli: A Conceptual Paper

Dhiya Athaya Gusfi
Universitas Telkom
Arry Widodo
Universitas Telkom
Citra Kusuma Dewi
Universitas Telkom
Nurafni Rubiyanti
Universitas Telkom
Anita Silvianita
Telkom University
Published: May 20, 2024 Pages: 2011-2023
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Abstract

The rapid development of the internet in Indonesia is driving the growth of e-commerce. Blibli, one of the leading e-commerce platforms, has experienced fluctuations in the number of visits in recent years. This study aims to investigate the relationship between User experience (UX), Customer Satisfaction (CS), and E-service quality (ESQ) among Blibli consumers in Indonesia. This study uses a correlational approach used to analyze data collected from all consumers who have made at least one Blibli purchase in Indonesia. The research sample was selected using the purposive sampling method, which involves incorporating certain criteria into the sampling process. The Partial Least Square (PLS) approach to Structural Equation Modeling (SEM) was used to analyze the data.

Keywords:
User experience Customer Satisfaction E-service quality Blibli E-commerce
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Author Biographies
Dhiya Athaya Gusfi Universitas Telkom

Universitas Telkom, Kabupaten Bandung, Provinsi Jawa Barat, Indonesia.

Arry Widodo Universitas Telkom

Universitas Telkom, Kabupaten Bandung, Provinsi Jawa Barat, Indonesia.

Citra Kusuma Dewi Universitas Telkom

Universitas Telkom, Kabupaten Bandung, Provinsi Jawa Barat, Indonesia.

Nurafni Rubiyanti Universitas Telkom

Universitas Telkom, Kabupaten Bandung, Provinsi Jawa Barat, Indonesia.

Anita Silvianita Telkom University

Universitas Telkom, Kabupaten Bandung, Provinsi Jawa Barat, Indonesia.

How to Cite
Gusfi, D. A., Widodo, A., Dewi, C. K., Rubiyanti, N., & Silvianita, A. (2024). Pengaruh User experience Terhadap Customer Satisfaction dengan E-service quality Sebagai Mediator pada Blibli: A Conceptual Paper. Jurnal Indonesia : Manajemen Informatika Dan Komunikasi, 5(2), 2011-2023. https://doi.org/10.35870/jimik.v5i2.843
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