Electronic Service Quality and Perceived Value in Mobile based Services

Doddy Ridwandono, Tri Lathif Mardi Suryanto, Gita Islamiwaty Suherlan

2020

Abstract

Indonesia is one of the countries with the highest number of mobile user growth in the world. To support its services, telecommunications companies provide mobile-based services. This paper aims to determine the service quality attributes of mobile services, and reveal their relationship with another variable, Perceived Value. The survey was conducted electronically on users of the mobile services application (My-Telkomsel) in Surabaya, Indonesia. 523 and 115 respondents were collected for E-S-Qual and E-Recs-Qual scale, respectively. The collected data was further tested using SmartPLS software. The result was: E-S-Qual which consists of Efficiency, System Availability, Fulfilment, and Privacy has a significant effect on Perceived Value. As for the E-RecS-Qual, only the Responsiveness variable has a significant effect on Perceived Value. Two other variables, Compensation and Contact, have no significant effect. This research could encourage service providers to put emphasize on certain quality attributes. In addition, this study provides insight regarding the effect of service quality on Perceived Value.

Paper Citation

in Harvard Style

Ridwandono D., Mardi Suryanto T. and Suherlan G. (2020). Electronic Service Quality and Perceived Value in Mobile based Services. In Proceedings of the International Conference on Culture Heritage, Education, Sustainable Tourism, and Innovation Technologies - Volume 1: CESIT, ISBN 978-989-758-501-2, pages 592-598. DOI: 10.5220/0010369100003051

in Bibtex Style

@conference{cesit20,
author={Doddy Ridwandono and Tri Lathif Mardi Suryanto and Gita Islamiwaty Suherlan},
title={Electronic Service Quality and Perceived Value in Mobile based Services},
booktitle={Proceedings of the International Conference on Culture Heritage, Education, Sustainable Tourism, and Innovation Technologies - Volume 1: CESIT,},
year={2020},
pages={592-598},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010369100003051},
isbn={978-989-758-501-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Culture Heritage, Education, Sustainable Tourism, and Innovation Technologies - Volume 1: CESIT,
TI - Electronic Service Quality and Perceived Value in Mobile based Services
SN - 978-989-758-501-2
AU - Ridwandono D.
AU - Mardi Suryanto T.
AU - Suherlan G.
PY - 2020
SP - 592
EP - 598
DO - 10.5220/0010369100003051