The Influence of WebQual 4.0 on E-Service Quality of the Shopee Application: Evidence from Users in Bandung, Indonesia
DOI:
https://doi.org/10.24256/kharaj.v8i3.12368Keywords:
E-Service Quality, WebQual 4.0, PLS-SEM, E-Commerce, ShopeeAbstract
Digital service quality has become increasingly important as e-commerce users rely on applications not only to complete purchases but also to obtain information and post-purchase support. This study investigates whether Usability Quality, Information Quality, and Service Interaction Quality, the three dimensions of WebQual 4.0, influence perceived E-Service Quality among Shopee users in Bandung, Indonesia. The study used a quantitative cross-sectional survey of 200 active users who had completed at least one Shopee transaction in the preceding 30 days. Responses to a 26-item questionnaire were analysed using partial least squares structural equation modelling (PLS-SEM) in SmartPLS 4. The measurement model satisfied the required criteria for convergent validity, discriminant validity, and internal consistency. The structural model explained 62.1% of the variance in E-Service Quality (R² = .621; adjusted R² = .616). Information Quality showed the largest effect (β = .343, t = 6.480, p < .001), followed by Usability Quality (β = .318, t = 5.872, p < .001) and Service Interaction Quality (β = .295, t = 5.270, p < .001). PLSpredict produced positive Q²_predict values for all four E-Service Quality indicators (.334–.453), and PLS-SEM RMSE was lower than the linear-model benchmark for every indicator. The results place information quality as the first improvement priority, while usability, transaction security, and dependable post-purchase support remain important parts of the overall service experience.
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