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Assesing The Quality Of Indonesia Open University Online Bookstore

Dalle, Juhriyansyah and Hadi, Abdul (2011) Assesing The Quality Of Indonesia Open University Online Bookstore. In: Asian Association of Open Universities Annual Conference (AAOU), 28-30 September 2011, Penang.

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ABSTRAK

The purpose of this paper is to examine the student’s perceptions of the service quality in an online bookstore of Indonseia Open University. In this study we propose a modified SERVQUAL instrument combine with customer satisfaction and purchase intention for assessing online bookstore quality. the instrument consists of nine dimensions: web design, reliability, resfonsinve, trust, personalization, overal service quality, customer satisfaction and purchase intentions. A total of 150 respondents participated in the self-administered questionnaire survey. The results of the study showed that all dimensions modivied SERVQUAL related significantly to customer satisfaction and overal service quality of online bookstore, and also customer satisfaction and overal service quality related to purchase intention which affect in future intentions to buy book in online bookstore.

Item Type: Conference or Workshop Item (Paper)
Subjects: T Technology > T Technology (General)
Depositing User: Dr Juhriyansyah Dalle
Date Deposited: 27 Sep 2016 06:17
Last Modified: 27 Sep 2016 06:17
URI: http://idr.iain-antasari.ac.id/id/eprint/6640

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