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1.

How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time? Pages 127-134 Right click to download the paper Download PDF

Authors: Ina Ratnasari, Salim Siregar, Asep Maulana

DOI: 10.5267/j.ijdns.2021.2.001

Keywords: Consumer trust, e-satisfaction, e-service quality, e-security, Strategic marketing, covid-19

Abstract:
The Covid-19 pandemic has limited freedom of movement. E-commerce sites are growing rapidly and are becoming the main choice today when the virus becomes more prevalent. Trust is the key in creating online shopping satisfaction on e-commerce sites. This research was conducted to determine the effect of E-Service Quality and E-Security on Trust towards E-Satisfaction in the largest e-commerce site in Indonesia called Tokopedia. The research method used is quantitative. The population in this research is Tokopedia customers who are members of the Facebook group with a sample size of 400 people. The results of the study show that there was a relationship between the E-Service Quality and Trust, there was no relationship between the E-Service Quality and E-Satisfaction, there was a relationship between the E-Security variable and Trust, there was a relationship between the E-Security variable and E-Satisfaction. There was also a joint influence of E-Service Quality and E-Security variables on Trust, there was a relationship between the Trust variable and E-Satisfaction. This research is a development from the previous research where there was an effect of E-Service Quality and E-Security on E-Satisfaction. By adding the Trust variable as a moderate variable and E-Satisfaction as the dependent variable, the researchers found that the impact of Trust on E-Satisfaction was greater than the direct effect between E-Service Quality and E-Security on E-Satisfaction. Based on these results, it can be seen that the level of trust can increase E-Satisfaction.
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Journal: IJDS | Year: 2021 | Volume: 5 | Issue: 2 | Views: 5059 | Reviews: 0

 

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