The effect of website characteristics, consumer experience, and corporate image to customer satisfaction mediated by trust on JD.ID

Oroh, Riski Stevanus Marijose (2020) The effect of website characteristics, consumer experience, and corporate image to customer satisfaction mediated by trust on JD.ID. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Nowadays, internet plays important role in business environment. With internet, company could easily reach their targeted consumer in wide area and could delivered their services faster. Thus, creating high competition among company in term of delivering goods and services using internet as tool. Company that could fully utilized the use of internet could possibly dominate the market. The use of internet could be measure with how the company manage their website, consumer experience, image, and trust of their consumer which could lead to satisfaction. This research aim to analyze and understanding the effect of website characteristics, consumer experience, and corporate image to consumer satisfaction mediated by trust in JD.ID. In gathering data, this research using quantitative method by delivering online questionnaire to the people who used JD.ID, with total 150 respondents with respondent age is up to 17-year-old, and lives in Surabaya. Based on the result, shows that website characteristics significantly impacting consumer trust, consumer experience significantly impacting consumer trust, the corporate image significantly impacting consume trust, consumer trust significantly impacting consumer satisfaction, and last, consumer trust significantly mediated the relationship between website characteristics, consumer experience, and corporate image to consumer satisfaction. this means that the higher JD.ID website characteristics, consumer experience, corporate image, and consumer trust the more satisfied the consumer will be. Keywords: Website characteristics, consumer experience, corporate image, consumer trust, consumer satisfaction, online retailer, site quality, security and privacy policy.

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Ellitan, Lena
NIDN0720057101
lena@ukwms.ac.id
Thesis advisor
Agung, Deatri Arumsari
NIDN0714128703
deatri@ukwms.ac.id
Uncontrolled Keywords: Website characteristics, consumer experience, corporate image,consumer trust, consumer satisfaction, online retailer, site quality, security and privacy policy.
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Riski Stevanus Marijose Oroh
Date Deposited: 29 Jan 2020 03:22
Last Modified: 29 Jan 2020 03:22
URI: http://repository.wima.ac.id/id/eprint/21284

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