Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator
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 purpos...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Islam Negeri Syarif Hidayatullah Jakarta
2019-12-01
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| Series: | Esensi: Jurnal Bisnis dan Manajemen |
| Subjects: | |
| Online Access: | http://journal.uinjkt.ac.id/index.php/esensi/article/view/12585 |
| _version_ | 1818610730191028224 |
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| author | Nova Christian Mamuaya Aditya Pandowo |
| author_facet | Nova Christian Mamuaya Aditya Pandowo |
| author_sort | Nova Christian Mamuaya |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-16T15:19:04Z |
| format | Article |
| id | doaj.art-818de9e68a98488e80f34b59272ef716 |
| institution | Directory Open Access Journal |
| issn | 2087-2038 2461-1182 |
| language | English |
| last_indexed | 2024-12-16T15:19:04Z |
| publishDate | 2019-12-01 |
| publisher | Universitas Islam Negeri Syarif Hidayatullah Jakarta |
| record_format | Article |
| series | Esensi: Jurnal Bisnis dan Manajemen |
| spelling | doaj.art-818de9e68a98488e80f34b59272ef7162022-12-21T22:26:42ZengUniversitas Islam Negeri Syarif Hidayatullah JakartaEsensi: Jurnal Bisnis dan Manajemen2087-20382461-11822019-12-01919110810.15408/ess.v9i1.125856166Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai MediatorNova Christian Mamuaya0Aditya Pandowo1Universitas Negeri ManadoUniversitas Negeri ManadoThe 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.http://journal.uinjkt.ac.id/index.php/esensi/article/view/12585electronic commerceword of mouthsatisfactionsite designtime savingsproduct variationsdelivery performance |
| spellingShingle | Nova Christian Mamuaya Aditya Pandowo Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator Esensi: Jurnal Bisnis dan Manajemen electronic commerce word of mouth satisfaction site design time savings product variations delivery performance |
| title | Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator |
| title_full | Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator |
| title_fullStr | Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator |
| title_full_unstemmed | Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator |
| title_short | Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator |
| title_sort | faktor faktor yang mempengaruhi kepuasan konsumen pengguna layanan pembelian secara daring peran kepuasan konsumen sebagai mediator |
| topic | electronic commerce word of mouth satisfaction site design time savings product variations delivery performance |
| url | http://journal.uinjkt.ac.id/index.php/esensi/article/view/12585 |
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