Model of Consumer Trust, Technology Anxiety, Sales Service Support, and Other in Features E-Marketplace System to Built Customer Satisfaction

DOI

10.2991/icebess-18.2019.13How to use a DOI?

Keywords

online shop, trust, technology anxiety, e-marketplace.

Abstract

The development of online business in Indonesia caused the growing popularity of startup business in Indonesia. Many startups appear mainly in terms of buying and selling or often called a marketplace. The purpose of this research is to know the influence of trust, technology anxiety, customer service support, and e-Marketplace features to customer satisfaction to make the online purchase by a college student in Tembalang Subdistrict, Semarang. This study is a quantitative research by approaching data collection through observation with the number of samples of 80 respondents from student’s college in Tembalang Sub-district Semarang City. By using multiple linear regression analysis tools with regression equation produced Y = 0.117-0.144X1 + 0.119X2 + 0.52X3 + 0.313X4. With T-test results obtained trust significance (X1) Sig = 0.261, technology anxiety (X2) Sig = 0.394, customer service support (X3) Sig = 0.000. and e-Marketplace features (X4) Sig = 0.002. It shows partially variable trust and technology anxiety have no significant effect on customer satisfaction, but customer service support and e-Marketplace features variable significantly influence customer satisfaction in making online purchasing. The result of F test obtained by Sig = 0.000 which shows simultaneously variable of trust, technology anxiety, customer service support and feature significantly influence to customer satisfaction in making purchasing through the online system. Of the four variables studied variable customer service support (X3) is the dominant variable in affecting customer satisfaction.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Iwan Hermawan
AU  - S. Sartono
AU  - Faris Hidayat
AU  - S. Suharmanto
PY  - 2019/04
DA  - 2019/04
TI  - Model of Consumer Trust, Technology Anxiety, Sales Service Support, and Other in Features E-Marketplace System to Built Customer Satisfaction
BT  - Proceedings of the International Conference of Ethics on Business, Economics, and Social Science (ICEBESS 2018)
PB  - Atlantis Press
SP  - 73
EP  - 79
SN  - 2352-5398
UR  - https://doi.org/10.2991/icebess-18.2019.13
DO  - 10.2991/icebess-18.2019.13
ID  - Hermawan2019/04
ER  -