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All Journal ESENSI: JURNAL BISNIS DAN MANAJEMEN Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Riset Akuntansi dan Keuangan Shirkah: Journal of Economics and Business Jurnal Keuangan dan Bisnis Asia Pacific Journal of Management and Education(APJME) Literacy: Jurnal Pendidikan Ekonomi Prosiding Konferensi Nasional PKM-CSR Manajemen dan Kewirausahaan International Journal of Applied Business and International Management International Journal of Accounting & Finance in Asia Pasific Asia Pacific Journal of Management and Education Journal of International Conference Proceedings Innovative: Journal Of Social Science Research Jurnal Akuntansi Manado (JAIM) Jurnal Penelitian Jurnal Keuangan dan Bisnis
Nova Ch. Mamuaya
Universitas Negeri Manado
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Journal : Asia Pacific Journal of Management and Education

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Determinants of Customer Satisfaction and Its Implications on Word of Mouth in E-Commerce Industry: Case Study in Indonesia Nova Ch. Mamuaya; Aditya Pandowo
Asia Pacific Journal of Management and Education (APJME) Vol 3, No 1 (2020): Asia Pacific Journal of Management and Education (APJME)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (318.967 KB) | DOI: 10.32535/apjme.v3i1.740

Abstract

The aim of this study is to analyze the effect of several antecedents of customer satisfaction in e-commerce industry, namely web design, time saved, product variety, and delivery performance, and their consequences on customer satisfaction and word of mouth. The investigation used purposive sampling with repeat buyers as criteria. 100 samples were eligible and feasible to test after validity and reliability are concluded. The results show that website design, time saved, and delivery performance are significantly influence on customer satisfaction. In the meantime, website design, time saved, and product variety were effect on word of mouth. In addition, the result also confirms the hidden role of customer satisfaction as intervening variable partially.
Co-Authors Aditya Pandowo Cecilia Lelly Kewo Efti Novita Sari Eva Desembrianita Fitri Novilia Freddy S. Kawatu Freddy Semuel Kawatu Grace Jenny Soputan Gratcia Ayu Esteline Sahensolar James Manengkey Janet Sombolinggi Laksono Trisnantoro Made Krisnanda Maria Yuliana Kasiala Marice Legi Marice Legi Marice P. Legi Merry Rumagit Meslin Mirah Muhammad Sabir Ramon Arthur Ferry Tumiwa Sombolinggi, Janet Sophia Pongoh Sri Siswanto