Kualitas Layanan Elektronik: Suatu Tinjauan Literatur
DOI:
https://doi.org/10.32493/jpkpk.v5i3.19930Keywords:
Kualitas Layanan Elektronik, Kualitas Layanan Daring, Tinjauan literatur sistematisAbstract
Tujuan dari penelitian ini adalah: (1) untuk menggambarkan lingkup penelitian dengan tema kualitas layanan elektronik (e-servqual), (2) memberikan informasi terkait dengan focus dan objek penelitian dengan menggunakan variabel kualitas layanan elektronik (e-service quality) dan (3) tema penelitian kualitas layanan elektronik masih banyak digunakan pada penelitian yang bersifat terapan dan bersinggungan dengan aktivitas individu ataupun kelompok bisnis dan belum banyak digunakan pada pengembangan penelitian dasar. Penelitian ini bersifat kualitatif dengan menggunakan metode tinjauan literatur sistematis. 37 jurnal terpilih sebagai sampel penelitian dengan menggunakan pendekatan PICO dalam melakukan inklusi data jurnal penelitian. Berdasarkan hasil olah data didapatkan hasil bahwa, tema penelitian kualitas layanan elektronik masih sangat berkaitan erat dengan kepuasan dan loyalitas pelanggan secara elektronik. Fokus dan lokus penelitian dalam penelitian kualitas layanan elektronik banyak menggunakan lokapasar (e-commerce) sebagai objek penelitian. Serta mayoritas pendekatan penelitian yang menggunakan analisis Regresi dan SEM sebagai alat analisisnya.
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