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Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator

Authors :
Nova Christian Mamuaya
Aditya Pandowo
Source :
Esensi: Jurnal Bisnis dan Manajemen, Vol 9, Iss 1, Pp 91-108 (2019)
Publication Year :
2019
Publisher :
Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2019.

Abstract

The purpose of this study is to analyze the influence of several antecedents of customer satisfaction in the online shopping industry, namely site design, time savings, product variation, and shipping performance, and its consequence on customer satisfaction and word of mouth. This study uses purposive sampling with repeat buyer criteria. 100 samples qualify and deserve to be tested after testing their validity and reliability. The results showed that site design, time savings, and delivery performance significantly affected customer satisfaction. Meanwhile, site design, time savings, and product variations affect word of mouth. In addition, the results also confirm the hidden role of customer satisfaction as a partial mediating variable. Thus, the market must increase the availability of products and services to increase customer satisfaction in order to increase word of mouth activities.

Details

Language :
English, Indonesian
ISSN :
20872038 and 24611182
Volume :
9
Issue :
1
Database :
Directory of Open Access Journals
Journal :
Esensi: Jurnal Bisnis dan Manajemen
Publication Type :
Academic Journal
Accession number :
edsdoj.818de9e68a98488e80f34b59272ef716
Document Type :
article
Full Text :
https://doi.org/10.15408/ess.v9i1.12585