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All Journal INTERNATIONAL JOURNAL OF SOCIETY REVIEWS (INJOSER)
Mira Permata Sari
STIAMI-Institute of Social Sciences and Management Jakarta-Indonesia
Social Sciences

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THE IMPORTANCE OF SECURITY AND CONSUMER TRUST ASPECTS IN ESTABLISHING CUSTOMER SATISFACTION IN TRANSACTIONS THROUGH E-COMMERCE Mira Permata Sari; Rahadi Pratomo Singgih
INTERNATIONAL JOURNAL OF SOCIETY REVIEWS Vol. 1 No. 2 (2023): DECEMBER
Publisher : Adisam Publisher

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Abstract

This research is also aimed at answering the question of how consumer trust and security drive consumer satisfaction on E-Commerce and what efforts are being made to increase consumer security and trust in shopping online. This is qualitative research with a case study approach. Data collection was carried out by in-depth interviews. The interview technique in this research was carried out using a semi-structured method. In this research, researchers interviewed informants, namely consumers of Shopee, Tokopedia, and Lazada since they are the top three e-marketplace in Indonesia with the most visitors. Thus, source triangulation is applied in this research, namely by exploring data and information from consumers of different e-marketplaces. The result of this research shows that security and trust with indicators of benevolence, abilities, integrity, and willingness to depend is needed in establishing a customer satisfaction relationship between e-commerce and consumers, and especially in making transactions through e-commerce.
Co-Authors Rahadi Pratomo Singgih