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All Journal Jurnal Pendidikan Akuntansi Indonesia El Dinar BAKI (Berkala Akuntansi dan Keuangan Indonesia) al-Uqud : Journal of Islamic Economics International Journal of Islamic Economics and Finance (IJIEF) Jurnal Analisis Bisnis Ekonomi SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Jurnal AKSI (Akuntansi dan Sistem Informasi) Iqtishoduna: Jurnal Ekonomi Islam Abdimas: Papua Journal Of Community Service ACE : Accounting Research Journal Filantropi: Jurnal Manajemen Zakat dan Wakaf JAPP : Jurnal Akuntansi, Perpajakan dan Portofolio Innovation, Technology, and Entrepreneurship Journal JIFA (Journal of Islamic Finance and Accounting)
Frank Aligarh
Universitas Islam Negeri Raden Mas Said Surakarta
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : BAKI (Berkala Akuntansi dan Keuangan Indonesia)

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INTEGRATION OF CONFIRMATION EXPECTATIONS, JUSTICE, TRUST, AND RESPONSIBILITY MODELS, PERCEPTIONS, IN EXPLAINING COMPLAINTS BEHAVIOR ON ONLINE SHOPPING SITES Frank Aligarh
Berkala Akuntansi dan Keuangan Indonesia Vol. 2 No. 2 (2017): Berkala Akuntansi dan Keuangan Indonesia
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (436.73 KB) | DOI: 10.20473/baki.v2i2.4761

Abstract

This study aims to examine the factors of fairness, expectation of confirmation, trust, perceived responsiveness in influencing customer satisfaction and its consequences in influencing the intention to make a complaint. This study develops the study of Wu (2013) which expands the confirmation expectation model in explaining complaint behavior. The constructs used are distributive justice, procedural justice, interactional justice, confirmation expectations, perceived usefulness, trustworthiness, perceived responsiveness, customer satisfaction and intention to complain.This study uses a survey method conducted to 201 respondents. This study uses the Structural Equation Model (SEM) as a statistical test tool.The results showed that apart from procedural justice and interactional justice, all constructs were positively related to customer satisfaction. The results also show that customer satisfaction is not negatively related to the intention to make a complaint. This indicates that the majority of respondents have high collectivist values which tend to have no intention to make complaints. This also confirms the research of Liu and Mclure (2001) which states that people who have collectivist values tend not to have the intention to make complaints.
Co-Authors Ade Setiawan Ahmad Syahrul Fauzi Aisiah Qumaini Amini, Azizah Khairina Andraeny, Dita Annisa Ratna Sari Aprisca, Devtania Putri ARIF NUGROHO Arif Nugroho Arya Wanda Wirayuda Bayu Sindhu Raharja Falikhatun Falikhatun Hamidah, Novita Nur Hikmah Restu Pratiwi Hilmi, Faqih Kurniawati, Nimas Kusumastuti, Hesti Mohamad Rahmawan Arifin Nimas Kurniawati Pratama, Bima Cinintya Pratiwi, Hikmah Restu Rachmawati, Dhina Pratiwi Siti Nurjanah Sri Runtiningsih Usnan, Usnan