Analysis of the Influence of Trust And Service Quality on Customer Value and It’s Impact on Customer Satisfaction in Online Shopping Case Study: Lazada Indonesia

Abstract

The internet has increased the growth of Internet users quite significantly, The development of internet users has pushed public traffic which will create market potential. The potential of e-commerce in Indonesia is large, easy to see internet access and the population of Indonesia which has begun to be understood and recognizes the process of buying and selling online. The purpose of this study is to analyze the determination of customer value in on line shooping. Sampling is 200 respondents using purposive sampling. The population in this study were Lazada Indonesia customers who had been registered as members of Lazada Indonesia and had transacted at Lazada Indonesia. The results of this study are significant trust in Customer Values, Increased trust will increase Customer Value, Significant Service Quality on Customer Values, Trust increases significantly towards Customer Satisfaction, Service Quality indicates significant Customer Satisfaction, and Customer Value is significant to Customer Customer Satisfaction.

Keywords: Customer Trust, Customer Value, Customer Satisfaction, Service Quality, Lazada Indonesia

DOI: 10.7176/EJBM/11-18-06

Publication date:June 30^th 2019