Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal JAM : Jurnal Aplikasi Manajemen
Claudia, Lucyana
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE Halim, Erwin; Claudia, Lucyana; Hebrard, Marylise
Jurnal Aplikasi Manajemen Vol. 21 No. 3 (2023)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.03.02

Abstract

One of the emerging business model changes is the emergence of the e-commerce industry. E-commerce Company can develop if customers are satisfied and the service quality is also good. The subject of this research is about the impact of Customer Satisfaction, Customer Experience, and Electronic Service Quality on Customer Confidence in Buying Digital Products in Each Marketplace. Therefore, this study aims to analyze whether these variables have a significant effect on customer trust in buying digital products in each marketplace. The sampling technique used in this study was a purposive sampling technique which was selected based on respondents who were willing to fill out a questionnaire and met predetermined sample criteria. The hypothesis proposed in this study was tested using multiple linear regression tests. The results showed that Customer Satisfaction, Customer Experience, Electronic Service Quality have a significantly positive effect on Customer Confidence in Buying Digital Products in Each Marketplace. Marketplace must ensure that customer experience, electronic service quality, and customer satisfaction are met so as to strengthen customer confidence in buying digital products.
Co-Authors Erwin Halim, Erwin Hebrard, Marylise