Consumer Behavior and Sustainable Performance: Perceived of E-Service Quality on Online Shopping

This study aims to find the concept of e-service quality from e-commerce, in order to determine the development of consumer behavior in online services. The research was conducted through a literature review and analyzed quantitatively. The results of the research are presented based on a review of previous research that e-service quality is related to consumer behavior in assessing services such as e-commerce for online shopping. E-service quality can be measured through several dimensions including informational content, website updating, web design, usability, and navigation. Understanding e-service quality is able to know other consumer behavior, where e-service quality is able to measure satisfaction, trust and loyalty from consumers. This research contains important information related to consumer behavior in online services, so that it can be considered by marketers before determining marketing strategies to support the company's sustainable performance.