Effect and Consequence e-Customer Satisfaction for e-Commerce Users

Patrada, Rolan and Andajani, Erna (2020) Effect and Consequence e-Customer Satisfaction for e-Commerce Users. In: The 1st International Conference on Business and Engineering Management (IConBEM 2020), 1st February 2020, Institut Teknologi Sepuluh Nopember, Surabaya. (Submitted)

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Official URL / DOI: https://iptek.its.ac.id/index.php/jps/article/view...


The 4.0 industrial revolution has changed people's behavior to use everything through technology. This happens also in terms of shopping that can be done by many people through e-commerce. This study aims to examine the effect of online convenience, website design, security, information quality, and e-service quality on e-word of mouth, behavioral intentions, and e-loyalty through e-customer satisfaction respondents who use e-commerce to shop at Indonesia, especially Surabaya. The data used in this study are primary data obtained through distributing questionnaires to 205 respondents who are male and female e-commerce users, who are at least 15 years old, and have conducted transactions in e-commerce at least 5 times in the past year. The sampling technique in this study is non-probability sampling. This research uses a quantitative approach using statistical testing. The test was carried out using the Structural Equation Modeling (SEM) method with the SMART-PLS 3.0 program. The results of this study indicate that only online convenience, security, and information quality have an influence on other dependent variables through e-customer satisfaction, while website design and e-service quality have no effect

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Online Convenience; Website Design; Security; Information Quality; e-Service Quality; e-Word of Mouth; Behavioral Intentions; e-Loyalty; e-Customer Satisfaction; e-Commerce
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Postgraduate Programs > Master Program in Management
Depositing User: Ester Sri W. 196039
Date Deposited: 07 Jan 2020 07:41
Last Modified: 13 Jan 2022 07:55
URI: http://repository.ubaya.ac.id/id/eprint/36956

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