The Effect of Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word-of-Mouth Affecting Consumer Online Shopping Decision

15 Pages Posted: 2 Jan 2020

See all articles by Osly Usman

Osly Usman

State University of Jakarta - Faculty of Economics

Isfanz Ainu Zillah

Independent

Date Written: December 30, 2019

Abstract

This study aims to determine how the Effect of the Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth on Online Shopping Decision. The research was carried out for two months, starting in November to December 2019. The research method used was survey method with approach of causality. The population in this study is the millennial population totaling 200 respondents. Data collection techniques using literature techniques and questionnaires. Data were analyzed using SmartPLS software version 3. PLS (Partial Least Square) with structural equation analysis (SEM). Results showed that each variable that has the same effect. It can be said, if Decisions Online Shopping is high, then it certainly has the Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth is good in decision-making. The above description shows that there are significant jointly and significant correlation between Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth.

Keywords: Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word of Mouth

JEL Classification: 033

Suggested Citation

Usman, Osly and Zillah, Isfanz Ainu, The Effect of Recommendation, Customer Satisfaction, Online Shopping Experience, Trust and Word-of-Mouth Affecting Consumer Online Shopping Decision (December 30, 2019). Available at SSRN: https://ssrn.com/abstract=3511634 or http://dx.doi.org/10.2139/ssrn.3511634

Osly Usman

State University of Jakarta - Faculty of Economics ( email )

Jakarta, ID Jakarta
Indonesia

Isfanz Ainu Zillah (Contact Author)

Independent ( email )

No Address Available
United States

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