期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2015
卷号：76
期号：3
出版社：Journal of Theoretical and Applied
摘要：The purpose of this research is to determine the factors that are first, significantly influence customer satisfaction and secondly, whether customer satisfaction affects customer loyalty including the magnitude of the influence, in e-commerce business. Several factors such as perceived usefulness, perceived ease of use, customer risk perception, customer support, customer trust, promotion, information quality, transaction security, and brand image of e-commerce that influence satisfaction while buying from e-commerce sites were analyzed. Factors such as those mentioned above, which are commonly considered influencing customer satisfaction and customer loyalty through online shopping in other countries were hypothesized to be true in the case of Indonesia. Data obtained by using questionnaire that was distributed to random customers who ever purchased through e-commerce in Jakarta. The method uses Confirmatory Factor Analysis for the measurement model and Multiple Linear Regression analysis to test the structure of the relationship. The results show factors that affect customer satisfaction are: Perceived Usefulness, transactions security, Brand Image of E-Commerce, Information Quality, Customer Support, Customer Trust, and Promotion. Furthermore, customer satisfaction has significant impact on customer loyalty.
