The Effect of Trust and Satisfaction on Customer Loyalty in Online Shop: Case of C2C E-Commerce in Indonesia

Rahayu, Emi; Fauzan, Fakhri; Wijaya, Hendrianto; Gunadi, Willy

doi:10.6007/ijarbss/v10-i8/7619

Cited by 2 publications

(2 citation statements)

References 24 publications

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“…In their model, McKnight et al (2002) posit those trusting beliefs (perceptions of specific vendor website attributes) lead to trusting intentions, which in turn influences trust related behaviours. Trust has a vital influence on consumers' activities and thereby on e-commerce success (Rahayu et al, 2020). Previous studies have shown that trust has a positive effect on customer satisfaction (Lim et al, 2021;Rahayu et al, 2020).…”

Section: Perceived Trustmentioning

confidence: 99%

“…Trust has a vital influence on consumers' activities and thereby on e-commerce success (Rahayu et al, 2020). Previous studies have shown that trust has a positive effect on customer satisfaction (Lim et al, 2021;Rahayu et al, 2020). When people consider establishing a long-distance relationship with something, they must ensure that it is profitable and trustworthy, as no one wants to be duped (Lim et al, 2021).…”

Section: Perceived Trustmentioning

confidence: 99%

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Factors Affecting Customer Satisfaction on Shopee

Mustakim¹,

Hasan²,

Sauid³

et al. 2022

IJARBSS

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There are several elements that have a direct impact on the level of enjoyment that consumers derive from online shopping. Consequently, the purpose of the present study was to investigate the personal experiences of Shopee users and the elements that influence their degree of satisfaction. The result of this study is expectantly to allow Shopee to strengthen their business policy and practices on how they can provide better service to the customer. A total of 162 Shopee customers who met the study's eligibility standards were asked to complete a series of questions. Using descriptive, correlational, and ANOVA analyses, the questionnaire data were examined. This study employed four independent variables: perceived usefulness, perceived usability, perceived trust, and perceived convenience. These independent variables were derived from the Technology Acceptance Model (henceforth TAM) and their link to the dependent variable, namely Shopee customer satisfaction, was examined. The findings indicate that all variables were significantly correlated. The findings further revealed that perceived trust and perceived usefulness of use are the highest determinants of consumer satisfaction. The results of this study lead to a better understanding of the level of consumer satisfaction with online shopping services, particularly Shopee. Future research could be extended to a variety of online shopping platforms for comparison. Intervening variables could have also been included such as psychological, emotional, attitudes and others as to obtain a more comprehensive result.

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Section: Perceived Trustmentioning

confidence: 99%

Section: Perceived Trustmentioning

confidence: 99%

Factors Affecting Customer Satisfaction on Shopee

Mustakim¹,

Hasan²,

Sauid³

et al. 2022

IJARBSS

View full text Add to dashboard Cite

show abstract

Determinants of e-commerce customer satisfaction: mediating role of IT innovation acceptance

Sayem,

Islam,

Uddin

et al. 2024

IJQRM

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PurposeThe study aims to identify the determinants of customer satisfaction in the electronic commerce (e-commerce) industry in Bangladesh. It also investigates whether acceptance of IT innovation mediates the relationship between the determinants of e-commerce and customer satisfaction.Design/methodology/approachA survey questionnaire had been designed and distributed among the customers of e-commerce businesses. Data were collected from 408 respondents, who were mostly from urban areas of the country. The collected data had been analysed with the application of the partial least square approach using SmartPLS4. First, the measurement model was applied to determine the validity and reliability of the dataset. Then, the structural model was utilized to justify the hypothesis.FindingsThe results showed that customer service, perceived ease of use and customer trust in e-commerce services have a significant positive impact on customer satisfaction. The acceptance of IT innovation, which showed a positive influence on customer satisfaction, enhanced customer satisfaction when accompanied by perceived ease of use and digital literacy.Practical implicationsThe results would have valuable insight for the e-commerce business in designing their products and services and taking policies to achieve long-term customer loyalty.Originality/valueThis is the first study that incorporates IT innovation acceptance as a mediating variable. Although a number of factors have been identified as the determinants of customer satisfaction, the specific mechanism of IT innovation acceptance as a mediator between predictors and customer satisfaction is unique in this study.

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The Effect of Trust and Satisfaction on Customer Loyalty in Online Shop: Case of C2C E-Commerce in Indonesia

Cited by 2 publications

References 24 publications

Factors Affecting Customer Satisfaction on Shopee

Factors Affecting Customer Satisfaction on Shopee

Determinants of e-commerce customer satisfaction: mediating role of IT innovation acceptance

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