The factors affecting customer satisfaction, loyalty, and word of mouth towards online shopping for millennial generation in Jakarta

被引：0

作者：

Alif, Muhammad Gunawan ^{[1
]}

Pangaribuan, Christian Haposan ^{[1
]}

Wulandari, Novi Retno ^{[1
]}

机构：

[1] Sampoerna Univ, South Jakarta, Indonesia

来源：

BUSINESS INNOVATION AND DEVELOPMENT IN EMERGING ECONOMIES | 2019年

关键词：

customer satisfaction; loyalty; word-of-mouth; online shopping; millennials; SOCIAL INTERACTIONS; CONSUMER-BEHAVIOR; INTENTIONS; OFFLINE;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

In this research, three studies examine the relations between customer satisfaction, loyalty, and word-of-mouth in the context of online shopping by evaluating several factors, i.e. perceived ease of use, design and feature, service security, time-savings, cost-savings, social influence, and performance expectancy. The data collected is from 230 millennials in Jakarta, Indonesia. Results from the "students" group indicate that performance expectancy influences customer satisfaction towards online shopping. While from the "non-students," cost savings, perceived ease of use, service security, and performance expectancy influence customer satisfaction. Further investigation of demographic factors shows how the differences can add to our understanding in the online shopping customer satisfaction.

引用

页码：432 / 454

页数：23

共 35 条

[1] Marketing in the network economy [J].