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The effect of Information Technology and Entrepreneurship on the e-Services Quality that have an impact on customer value: evidence from Indonesia SMEs

Tridalestari Ferra Arik, Prasetyo Hanung Nindito

Applied Computer Science

2023

Vol. 19, no 4

103--120

The handicraft sector is one of the sectors whose sales have increased rapidly in Indonesia. The problem, however, is the unpreparedness of craft SMEs in applying information technology in their sales activities. In addition, there are also problems in understanding the ability of UKM entrepreneurship on the characteristics of online sales. The purpose of this study is to analyze the effect of entrepreneurship and information technology on the quality of e-Services and their impact on customer value in craft SMEs in Indonesia. The results of the study show that there is an influence of entrepreneurship and information technology on the quality of online services and their impact on customer value. Entrepreneurship does not have a direct effect on online service quality and customer value but the entrepreneurship variable has a significant effect on customer value through the quality of e-Services and the quality of e-Services becomes the intervening variable in this study.