| dc.contributor.author | Gunawan, Hananiel M. | |
| dc.contributor.author | Sondakh, Oliandes | |
| dc.date.accessioned | 2020-12-14T01:40:45Z | |
| dc.date.available | 2020-12-14T01:40:45Z | |
| dc.date.issued | 2020-08-12 | |
| dc.identifier.issn | ISSN 2520-4750 (Online) & ISSN 2521-3040 (Print) | |
| dc.identifier.uri | http://hdl.handle.net/123456789/1924 | |
| dc.description.abstract | In this internet era, companies a racing to provide the best online shopping
experience for their customers. Customer satisfaction is still one of the most
crucial aspect in maintaining customer loyalty for their online shopping
behavior. Tokopedia is one of the most advanced, growing, and well known
market place for online shoppers in Indonesia. This paper will examine the
word of mouth of online shoppers and also how to enhance it. It also useful
to be the basis for reference on the influence of perceived website quality,
social influence and recommendation and experience on performance
expectancy; performance expectancy for customer satisfaction and Wordof-Mouth; and customer satisfaction with Word-of-Mouth. This model was
developed in order to conduct a Word-of-Mouth research conducted on the
Tokopedia online shopping site in Surabaya. This research model is formed
from the relationship between Perceived Website Quality, Social Influence
and Recommendation, Experience, Performance Expectancy and Customer
Satisfaction. This study used simple regression analysis to determine and
test the hypothesis using SPSS software. Based on the data processing that
has been done, the results show that Social Influence and Recommendation,
and Experience have a significant effect on Performance Expectancy;
Performance Expectancy has a significant effect on Customer Satisfaction
and Word of Mouth; Customer Satisfaction has a significant effect on Word
of Mouth, while Perceived Website Quality has a positive but not significant
effect on Performance Expectancy | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | International Journal of Science and Business | en_US |
| dc.relation.ispartofseries | Volume: 4, Issue: 9 Page: 47-59 2020; | |
| dc.subject | Perceived Website Quality | en_US |
| dc.subject | social influence and recommendation | en_US |
| dc.subject | experience | en_US |
| dc.subject | performance expectancy | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | word of mouth | en_US |
| dc.title | How to enhance word of mouth in the era of e-commerce: case study of Tokopedia | en_US |
| dc.type | Journal | en_US |
