Electronic Service Quality and Information Quality on Online Customer Satisfaction: A Study of Legal Woods

This analysis aims to determine the influence of information quality, electronic service quality, online customer satisfaction and usefulness on online green legal wood purchasing behaviour. The descriptive quantitative method was used in this research. We have utilised SmartPLS 3.0 software. Accidental sampling with 156 respondents was used in this research. Data were obtained with the results of questionnaires with consumers using web-commerce tokoperhutani.com. This research found that e-service quality significantly and positively impacts usefulness. The quality of e-service also significantly and positively affects online customer satisfaction. We found a positive and significant impact on usefulness with the information quality variable. Information quality positively and significantly impacts online customer satisfaction usefulness impacts online customer satisfaction. The input from the results of this research can be helpful for the management of tokoperhutani.com to find out what factors significantly impact customer satisfaction on the tokoperhutani.com web-commerce.