Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Online : B2c  (Business to Customer) Di Kota Pekanbaru

Noviarni, Eni Novi

doi:10.24014/jiq.v14i2.6799

Cited by 4 publications

(10 citation statements)

References 1 publication

(1 reference statement)

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“…Kepuasan pelanggan adalah konsekuensi dari pengalaman pelanggan selama proses pembelian, dan memainkan peran penting dalam mempengaruhi perilaku di masa depan oleh pelanggan, seperti pembelian ulang secara online pelanggan dan loyalitas pelanggan (Javed & Wu, 2020). Kepuasan adalah salah satu ukuran keberhasilan terpenting dalam lingkungan online bisnis ke konsumen (B2C) (Noviarni, 2019). Pelanggan online yang puas kemungkinan akan berbelanja lagi dan merekomendasikan pengecer online (toko online) kepada orang lain, sementara pelanggan yang tidak puas akan meninggalkan pengecer online-nya (toko online) dengan atau tanpa keluhan (Cao et al, 2018).…”

Section: Pendahuluanunclassified

“…Skala kepuasan pelanggan diadaptasi dari (Billyarta & Sudarusman, 2021;Noviarni, 2019;Rita et al, 2019;Uzir et al, 2021) dan kepercayaan pelanggan diukur dengan enam item yang diadopsi dari (Nasution et al, 2020;Rastini & Nurcaya, 2019;Rita et al, 2019). Niat…”

Section: Metodeunclassified

“…Halaman 65 2021). Kepuasan adalah salah satu ukuran keberhasilan terpenting dalam lingkungan online bisnis ke konsumen (B2C) (Cao et al, 2018;Noviarni, 2019;Rita et al, 2019).…”

Section: Ahmad Nizar Yogatamaunclassified

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The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Yogatama¹

2022

JBK

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This study aims to determine the e-service quality in the online food business. The population of this study is GoFood application users in Indonesia who have visited, purchased, or used the services provided by the GoFood online food application at least once in six months aged over 17 years, totaling 354 respondents. The sampling method used is non-probability sampling. This research uses SEM-PLS. The results of this study are three dimensions of e-service quality, namely GoFood application design, customer security or privacy and fulfillment affect overall e-service quality. However, customer service is not significantly related to e-service quality as a whole. e-service quality as a whole is statistically significantly related to customer behavior. Future research should consider different methodologies for similar products, namely GrabFood and ShopeeFood.

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Section: Pendahuluanunclassified

Section: Metodeunclassified

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The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Yogatama¹

2022

JBK

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“…Then the second factor that affects customer satisfaction of e-commerce is safe shopping. Research conducted by Noviarni (2018); Ishak (2012) conclude that security or safe shopping, especially those related to payment processing and customer personal data, affects customer satisfaction when they shop in e-commerce. The next factor is the price of a product.…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Customer Satisfaction In E-Commerce

Rahmayanti

Widianto²,

Arief³

et al. 2021

JITI

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This research aims to identify the influence of website quality, product quality, product price, and safety shopping on e-commerce customer satisfaction and determine the significant factor influencing e-commerce customer satisfaction. The method used in this research is multiple linear regression analysis to identify the relationship between independent variables and dependent variables. This research uses the purposive sampling technique to determine the sample size through an online questionnaire to obtain the primary data. The 184 respondents respond to the online questionnaire through social media. This research shows that website quality, product quality, product price, and safety shopping simultaneously influence customer satisfaction. Furthermore, the most significant factor affecting customer satisfaction is product quality; this factor contributes as much as 38% among the other three independent variables in this research.

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“…Electronic transactions (e-commerce) occurs between a consumer and a company with computer as an intermediate. This transaction development triggers a variety of attractive, easy, and innovative online service offerings, reducing administrative costs and business time cycles (Noviarni, 2018;Turban et al, 2011). Moreover, it improves relationships with business partners and customers (Laudon & Laudon, 2009).…”

Section: Introductionmentioning

confidence: 99%

Factors Influencing Online Repurchase Through Satisfaction

Saplina

Nazwirman

Byarwati

2020

j. Organisasi dan manaj.

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This research examines the influence of price fairness and product quality on satisfaction and repurchase on Tokopedia. This is a quantitative research that used Structural Equation Model (SEM) with SPSS and Lisrel software for data analysis. Purposive sampling is used to select samples, though it is limited to certain respondents. The minimum sampling size is 10 times the number of research indicators, with a total 149 respondents analyzed. Findings. The results showed that Price Fairness and Product Quality had significant and positive impacts on satisfaction. Furthermore, Product Quality and Satisfaction have significant and positive effect on repurchase, while Satisfaction mediates price fairness to Repurchase and Product Quality.

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Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Online : B2c (Business to Customer) Di Kota Pekanbaru

Cited by 4 publications

References 1 publication

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Factors Affecting Customer Satisfaction In E-Commerce

Factors Influencing Online Repurchase Through Satisfaction

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