CUSTOMERS' SATISFACTION OF ONLINE SHOPPING ......Customers' Satisfaction of Online Shopping Measured...

http://www.iaeme.com/IJM/index.asp 1094 [email protected]

International Journal of Management (IJM) Volume 11, Issue 8, August 2020, pp. 1094-1105, Article ID: IJM_11_08_098

Available online at http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8

ISSN Print: 0976-6502 and ISSN Online: 0976-6510

DOI: 10.34218/IJM.11.8.2020.098

© IAEME Publication Scopus Indexed

CUSTOMERS' SATISFACTION OF ONLINE

SHOPPING MEASURED BY INFORMATION

QUALITY AND TRUST FACTORS

Putu Nina Madiawati

Telkom University, Jalan Telekomunikasi 1, Bandung 40257, Indonesia

Mahir Pradana


Sulistijono Sulistijono


Agus Maolana Hidayat


Wahyuddin S

AMIK Lamappapoleonro, Soppeng, Indonesia

ABSTRACT

There is a need to study whether consumer trust and e-commerce information

quality are the answers to the question what drives customers’ purchase decision and

consequently their satisfaction. This gap in knowledge can be a significant concern,

especially for Indonesian e-commerce consumers. Hence, we gather 400 respondents

to participate in our research. By conducting descriptive quantitative research with

the assistance of AMOS version 21 software, we demonstrate important antecedents of

customers’ purchase decision and its subsequent effect on consumer satisfaction. Our

results show that among Indonesian e-commerce consumers, information quality is

slightly more important factors compared to consumer trust.

Keywords: E-commerce, E-business, Consumer Trust, Online Information, Purchase

Intention, Structural Equation Model

Cite this Article: Putu Nina Madiawati, Mahir Pradana, Sulistijono Sulistijono,

Agus Maolana Hidayat and Wahyuddin S., Customers' Satisfaction of Online

Shopping Measured by Information Quality and Trust Factors, International Journal

of Management, 11(8), 2020, pp. 1094-1105.

http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8

Customers' Satisfaction of Online Shopping Measured by Information Quality and Trust Factors


1. INTRODUCTION

Globalization has triggered the advancement of technology, which enforce many companies

to use e-commerce to fulfill the needs of internationalization and competitive advantage in

emerging markets (Wagner Mainardes et al., 2019). Electronic trade using the internet has

paved the existence of e-commerce (sometimes known as digital business, online business,

online commerce or e-commerce. The number of online sales sites is increasing, and their use

has greatly helped the Indonesian people in making purchase transactions as the society are

nowadays having the convenience of shopping (Anand et al., 2019). E-Commerce growth in

Indonesia shows an increase from year to year. Since 2014, online sales in Indonesia have

reached US $ 1.1 billion (Hafid et al., 2019).

It seems like Indonesia is having a digital business boom. Digital business or e-commerce

is "a process of buying and selling products by electronics and from company to company

with a computer as a company conducting business transactions" (Pradana and Novitasari,

2017). As in the function of e-commerce itself, we can view products by looking at web sites

or mobile applications (Hafid et al., 2019). The high internet users in Indonesia is one of the

factors causing the emergence of online shops in Indonesia (Wijaksana and Pradana, 2018).

The emergence of online stores is often an alternative to make it easier for consumer to make

purchases and online stores make one's shopping activities not limited by time and space

(McCole et al., 2019). An increasing number of online stores will cause competition in terms

of marketing promotions offered by marketers to attract consumer buying interest (Hult et al.,

2019). Pradana and Ichsan (2018) also argue that the atmospheric effect of online stores with

affective and cognitive states will affect the results of online shopping both in terms of

approach and avoidance.

Indonesia's e-commerce growth has increased along with the growth of internet usage in

Indonesia. In 2015, there were 92 million internet users in Indonesia. In 2020, it is predicted

that Indonesian internet users will increase to 215 million users (Harahap, 2018). From the

total number of internet users, in 2015, there were 18 million online shoppers in Indonesia. In

the year 2025, 119 million people are predicted to become online shoppers in Indonesia. The

value of Indonesia's e-commerce market will also raise.

One of the factors that influence consumers' online buying behavior is the perception of

benefits (Harahap, 2018). The perception of benefits is consumer confidence about the extent

to which it will be better than online transactions with certain websites (Rina et al., 2020). The

concept of the word benefit refers to the extent to which an innovation is considered better to

replace existing ideas (Hult et al., 2019). For example, the benefits of shopping through a

website reflect consumers' recognition that this new shopping method provides certain

benefits as an alternative shopping format (Anand et al., 2019).

If customers believe that he will get a greater profit when buying online than buying

through a conventional store, then they certainly prefer this shopping option in meeting their

needs (Anand et al., 2020). According to Alam et al. (2020), online purchasing decisions are

valuation activities carried out by individuals in the selection of alternatives that correspond

the most appropriate action in purchasing by first going through the decision-making process.

Purchase decision process is the process of defining the ultimate interest before making

purchase in the internet (Luckyardi and Syaroni, 2020). The specific purchasing decision

process consists of discussing the needs of the problem, finding information, evaluating

alternatives, purchasing decisions and implementing post-purchase (Pradana and Wijaksana,

2017).

In addition, purchasing decisions should be done with efficiency of search (fast time, easy

to use, and easy search), value (competitive price and good quality), and search (information,

security, opening time), and navigation (Hafid et al., 2019). Hence, it needs part of a quality

Putu Nina Madiawati, Mahir Pradana, Sulistijono Sulistijono, Agus Maolana Hidayat and

Wahyuddin S.


instrument, which was revealed by Wardhana and Pradana (2016), determined by the quality

of the website using instruments such as usability, information quality, service interactions

and overall, all of which are measurements of consumer satisfaction with the quality of the

website.

The behavior of each consumer in deciding to buy a product becomes a special study of

each company before releasing its products to the market (Wardhana and Pradana, 2016). This

phenomenon proves that online purchasing decisions in Indonesia have very high potential.

Although it has high potential, but there are some problems that become obstacles to the

growth of consumers who have been shopping online, including the trust and quality of

information provided by online site sales service providers. Nielsen's research data states that

60% of Indonesians are still afraid to provide credit card information on the internet for online

shopping (Wardhana and Pradana, 2016). These problems must be resolved by e-commerce

companies in terms of infrastructure and payment systems (Marinao-Artigas et al., 2020).

The process of online shopping can be done by ordering desired items through vendors or

manufacturers and resellers using the internet (Hafid et al., 2019). In Indonesia, the payments

by transferring via bank, e-bank, or COD (Cash on Delivery). The unique transaction methods

have opened rooms for study in the line of e-commerce and the results of previous studies

online shopping behavior in Indonesia is very diverse. Based on the background above, the

purpose of this study is to see how much influence consumer trust and information quality

have on the online purchasing decision process on online sales sites in Indonesia. We would

like to answer the research questions: how do consumer trust and information quality affect

purchase decision process act and eventually affect consumer satisfaction?

The paper is organized as follows: we provide introduction by describing the current

situation of Indonesian e-commerce. Afterwards, we build conceptual framework used in this

study then analyze the relationships among constructs using a random sample of 400

Indonesian consumers who made online purchases. Last but not least, we draw conclusion

and offer recommendations for future research.

2. LITERATURE REVIEW

Information quality is the definition of information advantage according to its use (McCole et

al., 2019). Marinao-Artigas et al. (2020) also believe that information is data that has been

processed into a form that has meaning for the recipient and is useful for current or future

decision making. Information is the result of processing data in a form that is more useful and

more meaningful to the recipient who describes a real event that is used for making a decision

(Pradana and Wijaksana, 2017). Furthermore, Hafid et al. (2019) define information as data

that is processed so that it can be used as a basis for taking an appropriate decision.

Based on the understanding of information according to the previous research above, the

quality of information can be defined as the extent to which information can consistently meet

the requirements and expectations of all people who need that information to fulfill the

process they need (Alam et al., 2020). The quality of information is determined by several

factors, which are accuracy (information must be free from errors and not misleading,

economical (information presented has greater benefits compared to the cost of obtaining), on

time (information must be presented in a timely manner, because it becomes the basis for

making a decision), relevance (information will have a high benefit value, if the information

is acceptable to those in need and easy (information is easy to understand and the information

quality pillar is obtained (Rina et al., 2020).

Purchasing behavior, especially for shopping for fashion products online, is influenced by

various factors, which are influenced by personal psychological factors both from perception,



attitude and other motivations that influence the behavior of buying (Anand et al., 2019). The

most desired markets as one of the markets that are known to be smart, young, have the desire

and need to look trendy, and are consumers who are always looking for new things and take

advantage of the latest technology which is a potential market and is also expected to be a

future consumer who will boost the Indonesian economy (Wijaksana and Pradana, 2018). The

seller needs to know a variety of motivators who are able to encourage or move the buyers’

trust behavior, especially for shopping for daily products (McCole et al., 2019).

Trust is also defined by Masele and Matama (2020) as a desire to rely on trusted exchange

partners. Meanwhile, trust in marketing services more emphasis on individual attitudes that

refer to consumer confidence in the quality and reliability of services they receive (Pham et

al., 2020). Trust is the overall performance of the company meets expectations, the services

provided by the company consistently maintained its quality, believing that the company will

last long (Madiawati and Pradana, 2016). Trust is built between parties who have not known

each other both in interactions and transaction processes (Rina et al., 2020).

Fakhri et al. (2019) state that there are two dimensions to consumer trust. The first one is

trusting belief, which is the extent to which a person believes and feels confident in others in a

situation (Saragih et al., 2018). Trusting belief is the perception of the party who believes (the

consumer) towards the trusted party (virtual shop seller) who has the characteristics that will

benefit consumers (Fakhri et al., 2019).

Trusting intention is an intentional thing where someone is ready to depend on others in a

situation, this happens personally and leads directly to others. Trusting intention is based on

one's cognitive trust in others (Fakhri et al., 2019). There are two elements that build trusting

intention, namely willingness to depend (consumers' willingness to depend on sellers in the

form of accepting risks or negative consequences that may occur) and subjective probability

of depending (subjective willingness of consumers to provide personal information to the

seller, make a transaction, and are willing to follow the advice or request from the seller

(Wijaksana and Pradana, 2018).

From the definition above, consumer trust can be interpreted as a feeling to be sure of

another party and the willingness of one party to accept the risk from the other party based on

the belief and hope that the other party will take action as expected, even though both parties

do not know each other (McCole et al., 2019). In the concept of purchasing decision process,

decisions in the general sense are "a decision is an option from two or more alternative

choices" which is someone's decision where he chooses one of several alternative choices

(Kuvykaite et al., 2015). The definition of purchasing decisions is an integration process that

combines the attitude of knowledge to evaluate two or more alternative behaviors then to

choose one of them (Trenggana and Cahyani, 2019).

According to Hafid et al. (2019), the purchasing decision process is an alternative

evaluation stage and the purchase decision has an interest in buying early, which measures the

consumer's tendency to take a certain action on the product as a whole. Based on the opinions

of the experts above, it can be stated that purchasing decisions are a decision of a person

where he chooses one of several alternative choices and an integration process that combines

the attitude of knowledge to evaluate two or more alternative behaviours and choose one of

them (Dayal and Palsapure, 2020).

The five-stage model decision making process includes the introduction to the problem.

The buying process starts when the buyer recognizes a problem or need, triggered by internal

or external stimuli. Internal stimuli such as encouragement to fulfil hunger, thirst and other

basic needs that reach a certain threshold (Madiawati and Pradana, 2016).

Consumers who are stimulated by their needs will be encouraged to seek more

information (Hafid et al., 2019). Consumer information sources here might vary, such as


Wahyuddin S.


personal sources (family, friends, neighbors and acquaintances), commercial sources:

(advertising, salespeople, agents, packaging and sales statistics), public sources (mass media

and consumer appraisal organizations), and source of experience (handling, checking and

using products).

Consumers might have diverse attitude in looking at relevant and important attributes

according to the benefits they are looking for (Masele and Matama, 2020). A collection of

beliefs about a particular brand shapes the brand image, which is filtered through the effects

of selective perception, selective distortion and selective memory (Wijaksana and Pradana,

2018). In the evaluation phase, consumers form preferences for brands in the collection of

choices (Hafid et al., 2019). Other people's attitudinal factors and situations that cannot be

anticipated that can change purchase intention include inhibiting purchasing factors (Pham et

al., 2020). In carrying out purchase intentions, consumers can make five sub-purchasing

decisions, which are brand decisions, supplier decisions, quantity decisions, time decisions

and payment method decisions (Saragih et al., 2018). Last but not least, we have to consider

post-purchase behavior. Marketers must monitor post-purchase satisfaction, post-purchase

actions and use of post-purchase products, whose main purpose is for consumers to

repurchase (Adam et al., 2019).

Consumer satisfaction is the extent to which the benefits of a product are perceived

according to what consumers expect (Adam et al., 2019). It is always regarded as the level of

one's feelings after comparing between the performance of the product he feels with his

expectations (Wardhana and Pradana, 2016). Consumer satisfaction or dissatisfaction is a

response to the evaluation of discrepancies or disconfirmations that are felt between previous

expectations and the actual performance of the product that is felt after use (Trenggana and

Cahyani, 2019). Trenggana and Cahyani (2019).) also state that there are 5 elements in

consumer satisfaction, namely:

Expectations. Consumer expectations of an item or service have been formed before

consumers buy the goods or services. When the purchase process is done, consumers expect

that the goods or services they receive are in accordance (Atawneh et al., 2019).

Decision-making process, which is a behavior that must be done to be able to achieve the

goal, and thus be able to solve the problem, in other words the process of solving a problem

directed at the target (Saragih et al., 2018). The specific buying decision process according to

Wijaksana and Pradana (2018) consists of the following sequence of events: introduction of

needs problems, information seeking, alternative evaluations, purchasing decisions and post-

purchase behavior.

Therefore, trust and information quality are essential to be evaluated before conducting

transaction (Atawneh et al., 2019). The trust that consumers get from companies will be their

own advantage. In the online shopping business, the level of consumer confidence is higher,

because basically the consumer and the company are not directly involved or face to face, but

between the consumer and the company only make long distance communication (Anand et

al., 2019). Besides, the products offered by the company are only in the form of photos

displayed through online shopping websites.

This purchasing behaviour will indeed affect purchase intention as a consequence that

arises as a response to an object that indicates the customer's desire to make a purchase

(Trenggana and Cahyani, 2019). If someone has high motivation or desire towards certain

objects, then he will be motivated to behave in control of the product (Atawneh et al, 2019).

The implication in marketing is for the possibility of consumers in buying products

offered by the website. Adam et al. (2019) found a positive and significant relationship

between perceptions of the benefits of purchasing via the internet and the frequency of



purchases and the time spent searching online. Online search and perceived benefits have a

positive effect on shopping frequency, and this also has a positive effect on online purchases

(Pradana and Novitasari, 2017). This shows that the perception of the benefits of online

purchases will influence the buying behavior of consumers. When going to make purchases

online, consumers are motivated to maximize the benefits to be gained (Kuvykaite et al.,

2015). Consumer purchasing decisions are often influenced by the most preferred brand to

buy from various alternatives, hence two factors can be different between purchase intention

and purchase decision (Madiawati and Pradana, 2016). The first factor is related to attitude

and the latter is situational factors. In the end, purchase decision is the choice of an action

from two or more alternative choices (Dayal and Palsapure, 2020).

3. RESEARCH METHODOLOGY

This methodological part aims to solve specific questions, which have been highlighted in the

previous parts. It begins with exploring theories and concepts which will be used as the

research progresses to be applicable and give room for further researches (Hair et al., 2017;

Sekaran and Bougie, 2016). As we have explained in the beginning, the plan of how this

research will develop is divided into several steps. This section focuses on the development of

hypotheses, variables and statistical measures (Nurviyan and Syahputra, 2019).

This study uses hierarchical regression combined with path analysis to investigate the

relationships as depicted on the research model. Beforehand, we develop research hypotheses,

which are temporary answers to the formulation of research problems expressed in the form

of a statement sentence (Sekaran and Bougie, 2016). The research structure/model and

hypotheses for this research are as follows:

There is a relationship between consumer trust and information quality (H1)

Consumer trust and information quality influence the purchasing decision process

(H2)

The process of purchasing decisions affects consumer satisfaction (H3)

Figure 1 Conceptual Framework

The measurement for the questionnaire includes the constructs from Zamani et al. (2019)

for consumer trust, Pradana and Wijaksana (2017) for information quality, and Pham et al.

(2020) for consumer satisfaction. The summary of the variables can be seen in table 1.

Table 1 Research Measures

Variables Numbers of items Indicators

1 Consumer Trust 5 1-5

2 Information Quality 5 6-10

3 Consumer Satisfaction 5 11-15


Wahyuddin S.


A convenience sampling was used to obtain information from a particular group of

respondents. A quota of working respondents, students, business owners and unemployed

respondents participated in answering the questionnaire. Sekaran and Bougie (2016)

explained that the minimum sample size for a research using a structural equation modeling

(SEM) analysis with up to five latent constructs is 200. Hence, our research study consists of

five latent constructs and the sample size was 400 respondents. Sampling criteria was as in

purposive sampling that is sample selection using specific considerations. The gathered data

was then processed by hierarchical regression and path analysis using SmartPLS 3 software

(Henseler and Sarstedt, 2013).

This research uses descriptive and causal research types with the research method used is

quantitative research methods. Descriptive research was conducted to describe the

characteristics of research respondents (Pangarso et al., 2019). Quantitative research methods

are also used in this research to make accurate measurements of behavior, knowledge,

opinions, or attitudes (Nurviyan and Syahputra, 2019).

The population in this study were the highest online sales site service users in Indonesia,

Lazada, Blibli, Tokopedia, and Elevenia. The sample criteria in this study are people who

have made purchases through online shopping sites at least twice. Thus, the minimum number

of samples obtained is 384.16 respondents, but the authors rounded up to 400 respondents to

reduce errors in filling out the questionnaire. The sampling technique is done by using cluster

sampling with a total sample of 100 respondents each and the data collection technique is

carried out by questioning the questionnaire, then the answer is determined by a Likert scale.

Afterwards, we process the data with the assistance of AMOS version 21 software.

4. RESULT AND DISCUSSION

Based on the model conformity test each value was obtained with a value of 0.083> 0.05 and

Adjusted Goodness of Fit (GFI), Normed Fit Index (NFI), Incremental Fit Index (IFI), and

Comparative Fit Index (CFI) respectively according to 0,976; 0.901; 0.938 and 0.932 (greater

than 0.90). This shows that the path analysis model above meets the suitability of the model

(model fit). Furthermore, the relationship between variables is analyzed (Baron and Kenny,

1984).

Based on the results of data processing, the path analysis coefficient shows that the

relationship between consumer trust (X1) and information quality (X2) on purchasing

decisions (Y) is as follows:

Figure 2 Overall Path Analysis Results

Based on the results of the path analysis model (Path analysis), the results of the

relationship or the correlation between consumer trust variables (X1) and information quality

(X2) are 0.77 or 77%, meaning the relationship between consumer trust (X1) and information



quality (X2) very strong (Ringle et al., 2015). There is a relationship that is quite strong and

significant from the variable consumer trust and the quality of information both individually

and simultaneously on purchasing decisions (Dewi & Mohaidin, 2016). Changes to these two

variables together will have a change of effect of 74% on changes in purchasing decisions. In

complete analysis the path can be in 2 (two) sub-structures, namely: sub-structure 1

mathematically can be explained as follows:

Figure 3: Consumer Trust and Information Quality Effect on Purchase Decision

Y = 0.412X1 + 0.500X2

The results of processing the data above show that there is an influence of consumer trust

(X1) on purchasing decisions (Y) of 0.412 or 41.2% and there is an effect of information

quality (X2) on purchasing decisions of 0.500 or 50%. Based on the results of these studies

indicate that consumers in making purchasing decisions are more dominantly determined by

the quality of information that is strong enough compared to consumer trust. The result above

indicates that consumers, when making purchasing decisions, are more dominantly

determined by the quality of information that is quite strong compared to customer

confidence. The main thing that a buyer considers when doing online shopping is whether

they trust a site that provides online shop service facilities and trust the online seller on the

site. Some research results show that trust is an important factor in building and fostering

long-term relationships (Masele and Matama, 2020; Dayal and Palsapure, 2020). Trust is

believed to have an important role in influencing commitment (Masele and Matama, 2020).

The more popular the online shopping site, the higher the level of consumer’s confidence to

shop in the website (Wardhana and Pradana, 2016).

In terms of information quality, customer perceptions on the quality of information about

products or services provided by the store website is required (McCall et al., 2019). The

information should certainly be useful and relevant in predicting the quality and usefulness of

the product or service in order to satisfy the needs of online buyers (Anand et al., 2019).

Product and service information must be up-to-date to help online buyers make decisions

(Hafid et al., 2019). Additionally, the information should also be consistent, and easily

understood (Luckyardi, S., and Syaroni, 2020).. Product information on online shopping

should include information on product attributes, recommendations from consumers, and

evaluation reports (McCall et al., 2019).

Furthermore, there is a strong relationship between purchasing decisions on consumer

satisfaction where changes in purchasing decisions will be able to provide a change of 56%

for changes in consumer satisfaction, as seen clearly in sub-structure 2 (figure 4). Equation

model of path analysis (path analysis) for sub-structure 2, Mathematically and can be

described as follows:


Wahyuddin S.


Figure 4 Purchase Decision effect on consumer satisfaction

Z = 0.75Y

Based on the calculation results, the purchase decision path coefficient is 0.75 or 75%.

This shows that there is a strong relationship between the variable purchasing decisions (Y)

on the variable consumer satisfaction (Z). This is because the higher the benefits or

performance of the products offered to consumers, the higher the value that is thought by

consumers, meaning that the encouragement of consumers to make purchasing decisions will

be higher. If the encouragement of consumers to make purchasing decisions will be higher,

then consumer satisfaction will be high. The results of this study are in line with research

conducted by (McCall et al., 2019). Our result shows that consumer purchasing decisions that

influence consumer satisfaction and further explained that satisfied consumers begin by

buying or using the product, thus consumers will be able to assess the advantages and

disadvantages of the product.

5. CONCLUSION

Based on the results of the analysis and discussion above, our results suggest that consumers

have agreed on decision to buy online, information quality is seen as a more significant

attribute in driving their satisfaction than trust factor. Trust is more sensitive in determining

satisfaction when consumers make repurchase decisions on the same product. Consumer trust

and information quality have a strong and meaningful or significant relationship, both

partially and simultaneously to purchasing decisions, meaning that trust is believed to have an

important role in influencing commitment. The more popular the online shopping site, the

higher the level of buyer confidence in the site. Consumers will also trust the reliability of the

site. Good quality information can strengthen consumer trust, which information quality is up-

to-date and easily understood will help online buyers make decisions.

As we have discussed before, information quality has a relatively more dominant impact

than consumer trust in purchasing decisions, because the quality of information can be

interpreted as consumer perceptions of the quality of products or services provided.

Purchasing decisions have a strong and significant impact on consumer satisfaction. it means

that the consumer's urge to make purchasing decisions will be higher, meaning that if the

consumer's drive to make a purchasing decision will be higher, then consumer satisfaction

will be high. The main thing that a buyer considers when doing shopping online is whether

they believe in sites that provide online shop service facilities and trust online sellers on the

site.

Some research results show that trust is an important factor in building and fostering long-

term relationships according to McCall et al. (2019). Trust is believed to have an important

role in influencing commitment (Pham et al., 2020). The more popular the online shopping

site, the higher the level of buyer confidence in the site. Furthermore, the trust that arises from

consumers indicates their expectations about the products have met consumer expectations. In

the end, it raises consumer online purchase intentions (Dewi et al., 2019). This will give a

positive impression for consumers and will cause consumer interest to make purchases in the

future. The trust felt by consumers has a positive influence on purchasing decisions to be

made by consumers, meaning that when consumers have felt satisfaction with what they



expect so far the trust appears in consumers, when trust has arisen this is what makes

consumers to not hesitate when making a purchase, there is no longer the fear of being a

victim of fraud which is now very vulnerable experienced by any online consumers

(Augustrianto et al., 2019).

Last but not least, Purchase intentions that arise in consumers provide a positive influence

on consumer purchasing decisions. When the purchase intention arises, the consumer

immediately makes a purchase decision, meaning that the consumer has not cancelled the

purchase intention. This indicates that consumer is satisfied with the information provided,

trust in consumers has been well formed so that purchase intentions will emerge which will

ultimately have an impact on purchasing decisions.

This research opens any room for further exploration by reviewing the research model

with other constructs of e-commerce consumer purchasing decisions. In addition, other

indicators can also be added to the research variables to expand the research model because in

this study only four indicators were used. Moreover, we realize there are limitations to our

research. We suggest future study to focus on other online stores or other countries to provide

different perspectives. We also suggest to dig more samples to study the model in more depth

and obtain maximum results.

REFERENCES

[1] Adam, I., Adongo, C. A., and Amuquandoh, F. E. (2019). A structural decompositional

analysis of eco-visitors’ motivations, satisfaction and post-purchase behaviour. Journal of

Ecotourism, 18(1), 60-81.

[2] Alam, S. S., Ali, M. H., Omar, N. A., and Hussain, W. M. H. W. (2020). Consumer

Satisfaction in Online Shopping in Growing Markets: An Empirical Study. International

Journal of Asian Business and Information Management (IJABIM), 11(1), 78-91.

[3] Anand, T., Ramachandran, J., Sambasivan, M., and Batra, G. S. (2019). Impact of Hedonic

Motivation on Consumer Satisfaction Towards Online Shopping: Evidence from Malaysia. e-

Service Journal, 11(1), 56-88.

[4] Atawneh, Samer, Basil Al-Kasasbeh, and Mohammed Ben Rshed. (2019). Android-based

Mobile Application for Door-to-Door Product Delivery.: 125-142.

[5] Augustrianto, A., Silvianita, A., Ferari, E. (2019). Hofstede’s organization culture on deviant

workplace behavior (Case study on workers at plaza Toyota Bandung). Journal of Advanced

Research in Dynamical and Control Systems.Dayal, S., and Palsapure, D. (2020). A study on

the individual's online shopping continuance intention on Amazon. in for consumer

electronics. International Journal of Business and Globalisation, 24(2), 240-255.

[6] Dewi, C. K., & Mohaidin, Z. (2016). Motivations of Online Opinion Seeking and Its Effect on

the Online Purchase Intention. Advanced Science Letters, 22(12), 4073-4076.

[7] Dewi, C. K., Mohaidin, Z., & Murshid, M. A. (2019). Determinants of online purchase

intention: a PLS-SEM approach: evidence from Indonesia. Journal of Asia Business Studies.

[8] Fakhri, M., Pradana, M., Syarifuddin, S., Hafid, H., and Mustika, N. P. (2019). Analyzing

Work Satisfaction of Employees at Production Department. International Journal of Advanced

Science and Technology, 25.

[9] Hafid, H., Pradana, M., Diandri, M., and Bunga, N. (2019). The Influence of Brand Equity

toward Indonesian Prepaid SIM Card Consumers’ Purchase Decision. Sustainable

Collaboration in Business, Technology, Information and Innovation (SCBTII).

[10] Hair, J. F., Hult, G. T. M., Ringle, C. M., and Sarstedt, M. (2017). A primer on partial least

squares structural equation modeling (PLS-SEM), (2nd ed.) Thousand Oaks: Sage.

[11] Harahap, D. A. (2018). Online Shopping Behavior in Indonesia: Case Study. Indonesian

Science Management Research Journal, 9(2), 193-213.


Wahyuddin S.


[12] Harris, L.C. and Goode, M.M.H. (2004), "The four levels of loyalty and the pivotal role of

trust: a study of online service dynamics", Journal of Retailing, Vol. 80 No. 2, pp. 139-58.

[13] Henseler, J., and Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path

modeling. Computational Statistics, 28(2), 565-580.

[14] Hult, G. T. M., Sharma, P. N., Morgeson III, F. V., and Zhang, Y. (2019). Antecedents and

consequences of consumer satisfaction: do they differ across online and offline purchases?

Journal of Retailing, 95(1), 10-23.

[15] Kuvykaite, Rita, Aiste Dovaliene, and Laura Navickiene (2015). "Impact of package elements

on consumer's purchase decision." Economics and Management, 441-447.

[16] Luckyardi, S., and Syaroni, D. A. W. (2020). Assessment of Lecturer Satisfaction, Working

Quality and Productivity Toward Learning Management System. In International Conference

on Business, Economic, Social Science, and Humanities–Economics, Business and

Management Track (ICOBEST-EBM 2019) (pp. 56-61). Atlantis Press.

[17] Madiawati, P. N., and Pradana, M. (2016). The appeal of celebrity endorsers and halal

certificates on consumers’ buying interest. Journal of Administrative and Business Studies,

1(1), 28-34.

[18] Masele, J. J., and Matama, R. (2020). Individual consumers' trust in B2C automobile e‐commerce in Tanzania: Assessment of the influence of web design and consumer personality.

The Electronic Journal of Information Systems in Developing Countries, 86(1), e12115.

[19] McCole, P., Ramsey, E., Kincaid, A., Fang, Y., and Huifang, L. I. (2019). The role of

structural assurance on previous satisfaction, trust and continuance intention. Information

Technology and People.

[20] Marinao-Artigas, Enrique, and Karla Barajas-Portas. (2020). "Precedents of the satisfaction of

mobile shoppers. A cross-country analysis." Electronic Commerce Research and Applications

(39): 100-119.

[21] Nurviyan, A., and Syahputra, S. (2019). Coffee Roast Bean Product in Bandung. Jurnal

Sekretaris dan Administrasi Bisnis, 3(1), 12-22.

[22] Pangarso, A., Pradana, M., Widodo, A., and Putera, K. D. B. (2019). Bank’s employees

happiness factor analysis (a study in bank BTN Harmoni branch, Jakarta, Indonesia). Journal

of Advanced Research in Dynamical and Control Systems.

[23] Pham, L., Williamson, S., Lane, P., Limbu, Y., Nguyen, P. T. H., and Coomer, T. (2020).

Technology readiness and purchase intention: role of perceived value and online satisfaction

in the context of luxury hotels. International Journal of Management and Decision Making,

19(1), 91-117.

[24] Pradana, M., and Ichsan, M. (2018). Analysis of an indonesian e-commerce website: gap

between actual performance and users’ expectation. J Manajemen dan Bisnis Indonesia, 6(1),

65-75.

[25] Pradana, M., and Novitasari, F. (2017). Gap analysis of Zalora online application: Indonesian

users' perspectives. International Journal of Learning and Change, 9(4), 334-347.

[26] Pradana, M., and Wijaksana, T. I. (2017). Managing work productivity through management

of information system (Study on Telkom Indonesia Online Portal). Advanced Science Letters,

23(1), 64-66.

[27] Rina, N., Suminar, J. R., Damayani, N. A., and Hafiar, H. (2020). Character Education Based

on Digital Comic Media. International Journal of Interactive Mobile Technologies (iJIM),

14(03), 107-127.

[28] Ringle, C. M., Wende, S., and Becker, J.-M. (2015). SmartPLS 3. Boenningstedt: SmartPLS

GmbH, http://www.smartpls.com.

[29] Saragih, R., Fakhri, M., Pradana, M., Gilang, A., and Vidjashesa, G. A. (2018). Ethical

Leadership’s Effect on Employee Discipline: Case of An Indonesian Telecommunication



Company. In Proceedings of the International Conference on Industrial Engineering and

Operations Management.

[30] Sekaran, U., and Bougie, R. (2016). Research methods for business: A skill building approach.

John Wiley and Sons.

[31] Trenggana, A. F. M., and Cahyani, L. (2019). The Influence of Relationship Marketing and

Consumer Retention. In 1st International Conference on Economics, Business,

Entrepreneurship, and Finance (ICEBEF 2018). Atlantis Press.

[32] Wagner Mainardes, E., de Almeida, C. M., and de-Oliveira, M. (2019). e-Commerce: an

analysis of the factors that antecede purchase intentions in an emerging market. Journal of

International Consumer Marketing, 31(5), 447-468.

[33] Wardhana, A., and Pradana, M. (2016). Viral Marketing Determinants of Top Online Shop

Brands in Indonesia. Mimbar: Jurnal Sosial dan Pembangunan, 32(1), 25-30.

[34] Wijaksana, T. I., and Pradana, M. (2018). Optimization of Marketing Information System for

Cloting Production in Bandung City, Indonesia. The EUrASEANs: journal on global socio-

economic dynamics, (3 (10)), 27-35.

[35] Zamani, E. D., Choudrie, J., Katechos, G., and Yin, Y. (2019). Trust in the sharing economy:

the AirBnB case. Industrial Management and Data Systems.

CUSTOMERS' SATISFACTION OF ONLINE SHOPPING ......Customers' Satisfaction of Online Shopping Measured...

Documents

Transcript of CUSTOMERS' SATISFACTION OF ONLINE SHOPPING ......Customers' Satisfaction of Online Shopping Measured...