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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 : ESENSI: JURNAL BISNIS DAN MANAJEMEN

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Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator Nova Christian Mamuaya; Aditya Pandowo
Esensi: Jurnal Bisnis dan Manajemen Vol 9, No 1 (2019)
Publisher : Faculty of Economic and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/ess.v9i1.12585

Abstract

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.
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