ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN ONLINE
Abstract: The objectives of
this study are to (1) analyze customer
satisfaction with online shopping (2) determine factors influencing customer
satisfactions with online shopping; (4) formulate strategies to increase
customer satisfaction with online shopping. Data were collected from 150
respondents. The research used Structural Equation Modelling (SEM) and the
software LISREL for the data processing. The result of SEM analysis reflected
that all variables significantly correlated to each dimension of modified
WebQual instrument and significantly influenced online customer satisfaction.
There were six dimensions that were measured. They were usefulness, ease of
use, entertainment, complementary relationship, customer service, and
buyer-seller interaction. Satisfactions were measured through overall
satisfaction and recommendation. Secured transaction was the most significant
factor influencing customer
satisfaction.
Penulis: Amru Sahmono Boang
Manalu, Ujang Sumarwan, Arif Imam Suroso
Kode Jurnal: jpmanajemendd070073
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