Evaluating Indonesian C2C and B2C quality using eQual: A preliminary research

E-commerce is increasingly popular, both in terms of functionality and coverage. Depending on the parties involved, e-commerce comes in many forms, such as C2C, B2C, B2B, and C2B. In Indonesia context, recent survey shows a growing number of Indonesian internet users and also online shoppers. To capture Indonesia e-commerce quality, we develop a preliminary study focusing on C2C and B2C. As sample, we choose the two best providers for each category and use eQual Index (EQI) to assess them. We asked 89 respondents from January to February 2014 using eQual questionnaire. The validity and reliability test shows all of the questions to be valid. The survey has been delivered online, and overall, the result showed that both EQIs are almost equivalent. It means all B2C and C2C qualities are equal. We also found online users perceived trust as the critical factor for e-commerce, and the C2C best player has outstanding value on empathy component. This study delivers each e-commerce strength and weakness and gives implicit recommendation to fulfil the gap to attract more customers in the future.