Analysis of Factors That Influence Customer Satisfaction with Online Purchases in E-Commerce in Indonesia

Marlita Anggreani, M Rizky Aldilah, Dheo Rimbano, Masliatul Arna, Sinthiya Wulan Dari, Bunga Daratista, Ella Purbasari

Abstract


This research will combine factors that have previously been researched to identify factors that can influence consumer satisfaction. This research will be adapted to a context that suits millennial consumers who are said to be the group that contributes the most to ecommerce businesses in Indonesia. The development of e-commerce is the level of presentation of the internet and mobile device users which continues to increase, allowing more people to access various online shopping platforms, such as online shop websites, marketplace applications, social media, and many more. Methods used in research This is a systematic literature review (SLR) method. Data obtained from journals published on Sinta and Google Scholar, totaling 30 journals reviewed. All customers have expectations regarding the quality of the product they want, so they can make good purchasing decisions. So it can be informed that product quality is able to position a business in the global market, that good product quality will have a positive impact on customer satisfaction, while poor product quality will have a negative impact on customer disappointment. Therefore, it can be concluded that the good or bad quality of the product will influence customer purchasing interest. Based on the results of previous research that has been carried out, it can be concluded that factors influence satisfaction, factors that influence consumer loyalty, analysis of online purchasing behavior factors. (E-Commerce), and Analysis of the Effect of E-Commerce Implementation on Consumer Satisfaction

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References


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