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All Journal Agregat: Jurnal Ekonomi dan Bisnis Dinasti International Journal of Management Science Jurnal Ekonomi Manajemen Sistem Informasi JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Reviu Akuntansi, Manajemen, dan Bisnis International Journal of Advanced Multidisciplinary Best Journal of Administration and Management Siber International Journal of Digital Business Greenation International Journal of Tourism and Management
Sidjabat, Sonya
Institut Transportasi Dan Logistik Trisakti
Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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The Effects of Customer Trust, Customer Service Responsiveness, and Omnichannel Integration on the Live Commerce Experience of Retail Customers Using Live Shopping Services Bekti Setiadi; Anita Bawaiqki Wandanaya; Andriya Risdwiyanto; Enny Diah Astuti; Sonya Sidjabat; Hendra
Best Journal of Administration and Management Vol 4 No 4 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i4.537

Abstract

This study investigate the effect of Customer Trust, Customer Service Responsiveness and Omnichannel Integration on the experience of live shopping services among live commerce retail customers. The research was conducted with quantitative methods through survey methods on retail consumers in Indonesia who had used live shopping services. The technique used was purposive sampling where the selection of the respondents was based on the criteria of having attended live shopping sessions, having interacted with the hosts or customer services, having obtained product information through these services and having experience of making or continuing purchases through the company’s digital channels. Data were collected using an online questionnaire using Google Form. Data were analyzed by multiple linear regression. Results reveal that Customer Trust, Customer Service Responsiveness and Omnichannel Integration have good and substantial influence on Live Commerce Experience. The results confirm that customer trust, speed and quality of service responses and the integration of different retail channels strongly influence the formation of a good live shopping experience. The findings also suggest that retail companies enhance service transparency and reliability, become more responsive to customer needs, and integrate product information, transactions, inventory, customer data, payment, fulfillment and after-sales services across multiple channels to deliver a seamless, consistent and valuable customer journey to sustainably enhance the Live Commerce Experience.
Co-Authors Abi Prasidi Adelia Dwi Valentin Andriya Risdwiyanto Anita Bawaiqki Wandanaya Anung Haryanto Astuti, Enny Diah Bekti Setiadi Dewi Untari Hendra Indra Rustiawan Johanes Kurniawan Johar Samosir Johar Samosir Mizan Nurhakim Mizan Nurhakim Mochamad Ramza Rapier Gussa Mochammad Subagio Mochammad Subagio Muhamad Ridwan Nasirur Rahman Achmad Nasirur Rahman Achmad Ninin Nurhidayati Nunung Ayu Sofiati (Efi) Pipit Sundari Pipit Sundari Purwoko, Harry Reza Fauzi Jaya Sakti Reza Fauzi Jaya Sakti Rintis Eko Widodo Subehana Subehana Sugiarti Sugiarti Yosi Pahala