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All Journal Jurnal Manajemen Update CommIT (Communication & Information Technology) Jurnal Pekommas Journal of Consumer Science JOIV : International Journal on Informatics Visualization RABIT: Jurnal Teknologi dan Sistem Informasi Univrab IJIS - Indonesian Journal On Information System Jurnal Ipteks Terapan ComTech: Computer, Mathematics and Engineering Applications Jurnal Abdimas PHB : Jurnal Pengabdian Masyarakat Progresif Humanis Brainstorming Jurnal Tekno Kompak JUTIS : Jurnal Teknik Informatika Journal of Information Systems and Informatics International Journal Of Science, Technology & Management (IJSTM) Dharma Sevanam : Jurnal Pengabdian Masyarakat Jurnal Komunikasi, Sains dan Teknologi (JKST) International Transactions on Artificial Intelligence (ITALIC)
Erick Fernando B311087192
Bina Nusantara University
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Journal : Journal of Consumer Science

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Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms Ikhsan, Ridho Bramulya; Sari, Nuraini; Fernando, Erick; Simarmata, Juliater
Journal of Consumer Sciences Vol. 10 No. 2 (2025): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.10.2.276-298

Abstract

Background: The development of e-commerce has been reported to influence consumer behavior in conducting transactions. In this context, direct interaction between buyers and sellers was very limited. Therefore, the seller's reputation was the primary factor used by consumers to assess the credibility and reliability of the e-commerce platform. Purpose: This research aimed to explore the influence of seller reputation on electronic word of mouth (e-WOM) with trust and satisfaction as mediators. Method: An online survey method was adopted, targeting a sample of 300 consumers who had experience transacting on e-commerce platforms in the Greater Jakarta area, and was determined using purposive sampling. Furthermore, the Partial Least Squares-Structural Equation Modeling statistical method provided answers to the research hypothesis. Findings: The results showed that all research hypotheses were accepted. Trust and satisfaction are complementary mediators of the relationship between seller reputation and e-WOM. Conclusions: Based on the results, seller reputation has a positive impact on e-WOM and strengthens the e-commerce ecosystem. Research implication: Sellers who proactively manage consumer reviews increase satisfaction and minimize the impact of negative e-WOM. For e-commerce platforms, implementing a stricter verification system for sellers provided credibility assurance.
Co-Authors ., Adiyanto ., winanti Agistiawati, Eva Ali Sadikin Andwiyan, Denny Angel, Mary Anugrah, Sandy Basuki, Sucipto Beny Beny Cahyadi, Larissa Belva Chidir, Gusli Clarissa, Eleane Cyrilla Condrobimo, A. Raharto Denny Prabowo, Yulius Derist Touriano Dina Fitria Murad Eldora, Karin Eugenia, Janice Florence Fayzhall, Miyv Faza, Ahmad Fernando, Andhika Fianty, Melissa Indah Firman Anindra Fitriawati, Nora Gatc, Jullend Goestjahjanti, Francisca Sestri Haloho, Heppy New Year Hartati, Ria Hendri Hendri Hetty Rohayani Himmy'azz, Istajib Kulla Kulla Himmy’azz, Istajib Kulla Hulu, Paulinus Hussein Hamid, Muhammad Hutagalung, Dhaniel Ikhsan, Ridho Bramulya Ionia Veritawati Irza, Dhany Kharisma JAINURI, JAINURI Johan, Monika Evelin Juliater Simamarta Karnawi Kamar, Karnawi Kumoro, Dwi Ferdi Cahya Kurniabudi, Kurniabudi Kusumawardani, Fadilla Liga, Wendy Madani, Muchlishina Maspiyanti, Febri Mastra, Riadika Meyliana Meyliana Mulyono, Herry Murtako, Amir Nuraini Sari, Nuraini Nurasiah ., Nurasiah Nurasiah Nurasiah Oktarina, Thina Parlindungan, Davis Roganda Pattymahu, Gracia Christabel Henrietta Po Abas Sunarya Prabowo, Dimas Aditya Rachman, Andi Ridho Riyanto Riyanto Rizfie, Muhammad Dala Setiawan, Johan Siagian, Pandapotan Siagian, Pandapotan Silitonga, Nelson Silvian, Vergio Siti Maesaroh Sri Lestari Sudiyono, Rachma Nadhila Sukriyah, Sukriyah Supiana, Nana Surjandy, Surjandy Suroso Suroso Suseno, Bayu Susetyono, Eko Suwita, Jaka Syabanera, Nasya Dochka Tiara, Beby Tjahjana, David Touriono, Derist Winanti WINANTI, WINANTI Wisnu Murti, Nugroho Wiyono, Nuri Yudhatama, Dhimas Yulia, Yayah Yulius Denny Prabowo, Yulius Denny Yunitasari Yunitasari, Yunitasari Yusuf Yusuf