A Comparison of Service Quality on Customer Satisfaction towards Music Product Website in Indonesia and India

Abstract

The development of information technology has opened the eyes of the world to a new world, new interactions, new market place, and an infinite business network. One proof of the development of these technologies is the Internet, which is causing information technology to make a positive impact on the people. Quite much it has changed the lifestyle of primitive Indonesian and Indian society transforming them into modern societies – an evolving parabola. For instance, it has created new types of business opportunities where business transactions are increasingly being made electronically, referred to as click and mortar. There has been an increased awareness about almost everything – from traditional product selling through booking orders to downloading commodities like entertainment (read music), for instant consumption. The growing popularity of such websites shows a rise in their demand but what is not clear is satisfaction customers may have with them. This research places an effort to understand the effect of service quality on customer satisfaction on music product websites with respondents from Indonesia and India, and compares are there any differences in consumer attitudes in these countries. It was observed that responsiveness, assurance, and empathy affect on customer satisfaction of music product website and tangibles, reliability and responsiveness have same impact for both countries, but assurance, empathy and customer satisfaction differ. This is an important milestone in understanding customer's intention in buying music online in both the countries.