Survey of Digital Goods Customers Complaint in Indonesia e-Marketplace Erwin Halim(a*), Derrick Chandra (a), Ferdianto (a), Raden Ajeng Dyah Wahyu Sukmaningsih (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
Following global trends, online shopping in Indonesia is becoming increasingly popular, followed by the Covid-19 Pandemic. The growth opportunity for the digital product market is still tremendous. It started in 1995 when digital goods were needed to maintain company transactions. Digital goods are things that can be sent over digital networks. Along with the growth of online shopping in Indonesia, the consumer of digital products increased as well. Mainly Indonesia purchases digital products using e-Marketplace. The problem was found that many scams, fake digital products were sold, and make many customers were disappointed. The survey was collected data on July 2021 from questionnaires of Indonesia 603 respondents who were users of e-marketplace who purchase digital products. The findings in this study reveal that not all respondents are disappointed when the item they receive does not match the description. The respondent also sometimes experience fraud when buying a digital product. Respondents also will complain if the item they received does not match the description. When the respondent wanted to complain, they did not read the rules first. Respondent also will give a high rating if the product is disappointing. Respondent ever complains to the online shop. A complaint is a common thing in e-commerce.
Keywords: digital products, digital goods, complaints, e-marketplace, customer satisfaction
