Assessing Customer Satisfaction in Purchasing Digital Product Using Indonesia e-Marketplace Erwin Halim(a*), Ivander Albert Liestyo (a), Hendry Hartono(a), Ali Gunawan (a), Marylise HEBRARD (b)
(a)Information Systems Department,
School of Information Systems,
Bina Nusantara University
Jakarta, Indonesia 11480
(b)Enterprise Law
Institut Des Usages
34000 Montpellier, France.
Abstract
Nowadays, e-commerce has become more popular in the world. Technology is growing extensively, especially on the Internet. The Internet affects various aspects of people^s lives in Indonesia. The rapid increase of internet users has a significant influence on the growth of the business sector, specifically online business, also known as e-commerce. Digital products have become exciting products purchased in Indonesia e-Marketplace, namely Tokopedia, Shopee, and Bukalapak. The problem faced by Indonesian digital products customers is the satisfaction of purchasing digital products. The purpose of this study is to find out the factors that affect customer satisfaction in e-marketplace with some variables: Shipping, Product Quality, and Service Quality, moderating variables Customer Trust, Customer Satisfaction. This research uses Structural Equation Modelling (SEM) with Smart-PLS 3.0 to calculate the 445 data collected on July 2021. Data was collected with the purposive sampling method. The result found that all 5 (five) hypotheses have a significant impact.
Keywords: digital products, trust, customer satisfaction, shipping, product quality, service quality