ANALISIS PENGARUH PENGALAMAN KONSUMEN TERHADAP PENINGKATAN KUALITAS PELAYANAN PADA INDUSTRI E-COMMERCE

Abstract

This study aimed for how customer experience affected the service quality improvement from the e-commerce industry that exsist in Indonesia.The study was done by collecting the data from spreading the quetionaire that contains how the user’s experience and perception after using the online e-commerce services, that shared to 100 respondents. There are for dimension in customer experience in this study, wich are hedonic experience, usability experiemce, pragmatic experience, dan sociability experience. The purpose of the study is developing a new theoretical framework to explain the relationship between the service quality and the customer experience in online environment. Every dimension on those experience has an impact on the service quality.