| Summary: | This study aims to determine the influence of factors such as the quality of
the information, web site design, merchandise attributes, transaction capability,
response time, security / privacy, payment, delivery, and customer service in
influencing overall customer satisfaction of online shopping.
This study conduct a quantitative approach with survey using purposive
sampling method, which obtained 254 respondents who have been doing
electronic online shopping.
Based on the results of the regression test performed, this study findings
that among the nine variables that can affect customer satisfaction in online
shopping, only merchandise attributes, delivery, and customer service that can
significantly affect customer satisfaction. While the information quality, web site
design, transaction capability, response time, security / privacy, and the payment
failed to be a significant predictor of customer satisfaction. This result is in
contrast to a previous study conducted by Liu et al., 208 in China. This is due to
differences in the selection of objects and setting research. Given this research is
expected to provide input for online shopping in the making strategies in order to
improve customer satisfaction in online shopping.
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