Factors Affecting Customer Satisfaction  In E-Commerce

Rahmayanti, Dina; Widianto, Eri; Arief, Ikhwan; Zahra, Arri Fatimah; Ahmad, Hafizh

doi:10.23917/jiti.v20i2.15635

Cited by 3 publications

(3 citation statements)

References 10 publications

(10 reference statements)

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“…Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk, harga, dan kualitas pelayanan terhadap kepuasan pelanggan pada PT Kanefusa Indonesia.Urgensi penelitian ini terkait dengan pentingnya memahami faktor-faktor yang memengaruhi kepuasan pelanggan dalam konteks perusahaan manufaktur seperti PT Kanefusa Indonesia. Kepuasan pelanggan memiliki dampak yang signifikan pada retensi pelanggan, citra perusahaan, dan keberhasilan pemasaran produk [3]. Dengan memahami dan meningkatkan kualitas produk, harga yang tepat, dan kualitas pelayanan, PT Kanefusa Indonesia dapat mempertahankan pelanggan yang ada, menarik pelanggan baru, dan meningkatkan keunggulan bersaing dalam industri yang semakin kompetitif [4].…”

Section: Pendahuluanunclassified

Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan

Sariatin,

Ekawati

2023

INFEB

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This study aims to analyze the influence of product quality, price, and service quality on customer satisfaction at PT Kanefusa Indonesia. The population of this research consists of PT Kanefusa Indonesia's customers, with a sample size of 75 individuals. The data analysis method used is Multiple Linear Regression. The results of the study indicate that the simultaneous hypothesis test shows that the variables of product quality, price, and service quality significantly affect customer satisfaction. Additionally, the partial hypothesis test demonstrates that each variable, namely product, price, and service quality, significantly influences customer satisfaction. This research provides valuable insights for PT Kanefusa Indonesia in understanding the factors that affect customer satisfaction. By paying attention to and improving product quality, offering competitive prices, and providing excellent service quality, PT Kanefusa Indonesia can better meet customer expectations and strengthen long-term relationships with customers. The findings of this study can also serve as a basis for designing more effective marketing and management strategies to enhance customer loyalty and achieve a competitive advantage in their industry.

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Section: Pendahuluanunclassified

Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan

Sariatin,

Ekawati

2023

INFEB

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“…As the price increases, the consumer's satisfaction increases, but only up to a certain price level, after which the relationship decreases (Campo and Yagüe, 2008). Meanwhile, other studies focus on product price, quality, and safety shopping to measure customer satisfaction (Rahmayanti et al, 2021). Price is an essential factor that affects customer satisfaction (Anderson and Lebiere, 2014).…”

Section: H1mentioning

confidence: 99%

A modeling of repurchase intention in Sharia hotels: An integrated model of price, location, religiosity, trust, and satisfaction

Febriandika,

Millatina

2023

Int. j. adv. appl. sci.

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In the tourism sector, there is a growing interest in Sharia Tourism or Halal Tourism, which appeals to Muslim travelers. The halal industry presents a promising business opportunity, especially in Indonesia, where the majority of the population is Muslim. As the country with the highest number of Muslims globally, Indonesia significantly contributes to halal tourism's growth. The prevalence of biased views toward hotels has encouraged industry stakeholders to innovate and adopt concepts that align with societal values and norms. This research focuses on identifying factors that influence customers' decisions to return to Sharia-compliant hotels. The study, which is quantitative in nature, involved distributing an online questionnaire to 247 participants who have stayed in Islamic hotels. It employs structural equation modeling (SEM) to analyze the data. Key variables include price, location, religiosity, and trust as independent factors, with satisfaction serving as a mediator. Findings indicate a positive correlation between the variables of price, location, religiosity, trust, and both satisfaction and the intention to repurchase. Satisfaction emerged as the most significant factor in encouraging customers to return, with trust playing a crucial role in enhancing satisfaction.

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“…in 2020, the sales volume is significantly impacted by the number of visits. Both Shopee and Tokopedia provide business actors numerous options to boost sales, but each e-commerce has advantages and disadvantages specific to the services offered to business actors in e-commerce [11].…”

Section: Introductionmentioning

confidence: 99%

Comparative Analysis of Seller's Preferences in Selling Online in Marketplaces

Putri,

Setiono

2023

j.sist.teknik.industri.

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In Indonesia, the growth of internet commerce (e-commerce) tendencies has nearly doubled since the Covid-19 pandemic. The changes that have taken place have created a pattern where individuals are switching from traditional to internet buying. Both Shopee and Tokopedia provide business actors numerous options to boost sales, but each e-commerce has advantages and disadvantages specific to the services offered to business actors in e-commerce. This study compares Shopee and Tokopedia sellers' perceptions of their experiences to see if there are any discrepancies. In order to collect data, preference and comparison problem-related questionnaires were sent. Shopee excels in the people variable, while Tokopedia excels in the product, price, site, promotion, physical facilities, and process factors, according to the average perceived value of each variable. Overall, Tokopedia outperforms Shopee in terms of the services it offers to merchants. The findings of this study can be utilized to assess the issues that arise from comparison studies in order to better the research subject.

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Factors Affecting Customer Satisfaction In E-Commerce

Cited by 3 publications

References 10 publications

Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan

Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan

A modeling of repurchase intention in Sharia hotels: An integrated model of price, location, religiosity, trust, and satisfaction

Comparative Analysis of Seller's Preferences in Selling Online in Marketplaces

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