Analysis of Factor Impact for Consumer Satisfaction Online Shopping on E-Commerce during the Covid-19 Pandemic

Abstract

Since the existence of social distancing due to the Covid-19 pandemic, consumers tend to change their behavior, which initially transacted directly by visiting the place, but now prefers to carry out buying and selling transactions online due to technological sophistication and it is hoped that the community will be able to adapt to the modernization process in transactions. and do business. The number of services provided by e-commerce is very important for consumer needs in purchasing a product/service. There are several factors that determine consumer satisfaction in shopping on e-commerce platforms including advertising, word of mouth, and service quality. The sample in this study are consumers who have shopped at e-commerce, totaling 100 people. The results of data collection with questionnaires will be processed using multiple regression analysis techniques with SPSS 22 software.

Keywords: Advertising, word of mouth, service quality, customer satisfaction, e-commerce, covid-19

DOI: 10.7176/EJBM/14-14-02

Publication date:July 31^st 2022