Factors Affecting Fashion Product Customer Satisfaction

A Case Study of Indonesian E-Commerce Users

DOI

10.2991/978-94-6463-008-4_107How to use a DOI?

Keywords

customer satisfaction; online shopping experience; external incentives; e-commerce

Abstract

This study aims to analyze factors that affect customers’ satisfaction when purchasing fashion products through Indonesia’s e-commerce. The respondents involved in this study were those who purchased fashion products on e-commerce at least 3 times in the last 3 months and were at least 18 years old. This study uses a quantitative approach, employing SEM methods for structural equation modeling, and uses SPSS 25 and AMOS 26 for data processing. This study shows that Online shopping experience, Seller service, External incentives, and Security/Privacy directly influence Customer satisfaction. This study’s findings could help e-commerce and online businesses focus on establishing better customer satisfaction strategies.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - William Reynaldo Giasi
AU  - Christina Rahardja
AU  - Dudi Anandya
PY  - 2022
DA  - 2022/12/05
TI  - Factors Affecting Fashion Product Customer Satisfaction
BT  - Proceedings of the 19th International Symposium on Management (INSYMA 2022)
PB  - Atlantis Press
SP  - 856
EP  - 863
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-008-4_107
DO  - 10.2991/978-94-6463-008-4_107
ID  - Giasi2022
ER  -