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All Journal Jurnal Manajemen Update CommIT (Communication & Information Technology) Jurnal Pekommas Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Consumer Science Journal of Information Systems Engineering and Business Intelligence JOIV : International Journal on Informatics Visualization Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) 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 Jurnal Teknologi Informasi dan Pendidikan JUTIS : Jurnal Teknik Informatika Journal of Information Systems and Informatics Abdimas Galuh: Jurnal Pengabdian Kepada Masyarakat TEPIAN International Journal Of Science, Technology & Management (IJSTM) Dharma Sevanam : Jurnal Pengabdian Masyarakat Jurnal Komunikasi, Sains dan Teknologi (JKST) jabdimasunipem International Transactions on Artificial Intelligence (ITALIC) Journal of Applied Research In Computer Science and Information Systems Proletarian : Community Service Development Journal
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.
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