Asia Pacific Journal of Management and Education(APJME)
Vol 3, No 1 (2020): Asia Pacific Journal of Management and Education (APJME)

Determinants of Customer Satisfaction and Its Implications on Word of Mouth in E-Commerce Industry: Case Study in Indonesia

Nova Ch. Mamuaya (Universitas Negeri Manado)
Aditya Pandowo (Universitas Negeri Manado)

Article Info

Publish Date
21 Mar 2020

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.

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Journal Info
Asia Pacific Journal of Management and Education(APJME)
Website

Abbrev

APJME

Publisher

AIBPM Publisher

Subject

Education Languange, Linguistic, Communication & Media Other

Description

Asia Pasific Journal of Management and Education (APJME) is an academic and peer-reviewed publication on Management and Education scope around Asia Pasific. The aims of the APJME is to feature narrative, theoretical and empirically-based research articles related to management and education area. ...