Quality of product, service, and delivery affect consumer perceptions in determining online store ratings

Abstract

This study is a quantitative study that aims to determine and analyze whether 3 quality perspectives namely product quality, service quality and delivery quality affect consumer perceptions in rating online stores. The purpose of this study is to find out how consumers rate online stores from three points of view, namely the point of view of product quality, delivery quality, and from the point of view of service quality. This study is located in Surabaya and took a sample of 70 respondents with the provisions of doing online shopping as much as 5 times in the last 1 month. After fulfilling the validity and reliability test, then doing hypothesis testing using the F test and t-test. The results showed that 3 quality perspectives, namely product quality, service quality, and delivery quality either partially or simultaneously had a significant effect on consumer perceptions in determining online store ratings. In addition to building a store image, giving a high rating from consumers will also increase sales turnover which will have an impact on increasing online store profits.