Revenue enhancement/growth in e service

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Revenue enhancement/growth in e-service

Technological advances have grown over time and have had a huge impact. This technology greatly affects our lives where these advances can be seen around us with the more easily human work can be done with the existence of advanced technology. An example of a field of our lives that is influenced by the existence of technology is e-service which is an online service available on the Internet, where valid transactions from buying and selling (procurement) are possible, as opposed to traditional websites, where only descriptive information is available, and no online transactions are possible (Jeong, 2007). In addition, according to Rowley (2006), electronic services or commonly called e-service can also be defined as an effort, effort, deed or performance whose delivery is mediated by information technology. The development of information technology led to a cultural shift. It is felt by society, companies, and organizations. This reality is a challenge for the company, which is creating a customer’s desire to use products and services and establishing a close relationship between the company and the customer. Quality of service is one of the determinants of success that affects the company’s competition. The concept of E-Service (electronic services), including: As a service provider. E-services provide services that are responsible for creating computer-based services that can be used by customers through a network. – As a service to the applicant. E-service as a service is responsible for finding service descriptions published through one or more service registrants and also e-service is responsible for using service data as a binder from the service provider in providing service needs. – As a registration service. E-service is responsible for describing the services provided by the service provider.

E-Service Quality is also known as E-ServQual which was developed with the aim of evaluating a service provided over the Internet network. E-Service Quality can be defined as an extension of a site’s ability to facilitate shopping, shopping, and distribution activities that are carried out effectively and efficiently. Based on Ho and Lee (2007), there are 5 dimensions of e-service quality measurement, namely: Information Quality, Security, Website Functionality, Customer Relationship, and Responsiveness and Fulfillment. Information quality is information that we can find on a website is the main component of the quality of service that is felt. Security is an important component in conducting online transaction activities. This is related to a website that is safe and proven to be trustworthy by its customers. Security can also be seen in how a website can maintain information about its customers. Website Functionality consists of 3 aspects, namely navigation related to ease in finding information. The second is website access which refers to the availability of resources and the speed in downloading a file from the website. The third is that the website must be user-friendly where users can easily use the website to complete a transaction. A customer relationship website can also be used as a place where users can voice their opinions and share opinions with others. The service features provided by the website become a two-way communication that can make it easier for users to get the information they need. Responsiveness and fulfilment Both of these can be judged by the timeliness of a website in responding to customers online. With this e-Service, of course, it can provide increased revenue to a company, this happens because by relying on technology, the expenditure of a company is more efficient and with technology, work can be done more efficiently. By providing good service through technology, users will feel more satisfied because the service is better, responsive and faster in responding to problems. This can trigger user loyalty so that the company’s revenue can increase.

Reference

Ali, M., Asmi, F., Rahman, Md.M., Malik, N. and Ahmad, M.S. (2017) Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation). Open Journal of Social Sciences, 5, 175-195. https://doi.org/10.4236/jss.2017.59013

Jonathan, H. Analysis of the Influence of E-Service Quality on Customer Satisfaction Impacting Customer Loyalty Pt Bayu Buana Travel Tbk. Media Neliti.