Impact of Pricing, Information Quality, and Security to Customer Satisfaction in E-Marketplace
Erwin Halim(a*), Hardian Pratama Suharlin(a), Marisa Karsen(a), and Desi Maya Kristin(a), Marylise HEBRARD (b)

(a)Information Systems Department,
School of Information Systems,
Bina Nusantara University
Jakarta, Indonesia 11480
*erwinhalim[at]binus.ac.id

(b)Enterprise Law
Institut Des Usages
34000 Montpellier, France.

Abstract

Factors that can affect customer satisfaction when shopping online at an e-marketplace include security, price, and quality of information. One of the satisfaction factors that will make the customer give positive feedback to the shop is the website or app^s security. Low prices will draw in potential buyers to shop, and good quality information from shop owners who provide updates and relevant information can satisfy customers. The researchers collected data of 587 respondent using purposive sampling on June 2021 from Indonesia marketplace customers. The model-building data was analyzed using the SEM method. The result found that security, pricing, and information quality factors can affect customer satisfaction when shopping at e-marketplace.

Keywords: security, pricing, information quality, customer satisfaction, e-marketplace

Topic: Economic, Business and Technology