How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time?

Ratnasari, I.; Siregar, S.; Maulana, A.

Growing Science » International Journal of Data and Network Science » How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time?

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International Journal of Data and Network Science

ISSN 2561-8156 (Online) - ISSN 2561-8148 (Print) Quarterly Publication Volume 5 Issue 2 pp. 127-134 , 2021

How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time? Pages 127-134 Download PDF

Authors: Ina Ratnasari, Salim Siregar, Asep Maulana

DOI: 10.5267/j.ijdns.2021.2.001

Keywords: Consumer trust, e-satisfaction, e-service quality, e-security, Strategic marketing, covid-19

Abstract: The Covid-19 pandemic has limited freedom of movement. E-commerce sites are growing rapidly and are becoming the main choice today when the virus becomes more prevalent. Trust is the key in creating online shopping satisfaction on e-commerce sites. This research was conducted to determine the effect of E-Service Quality and E-Security on Trust towards E-Satisfaction in the largest e-commerce site in Indonesia called Tokopedia. The research method used is quantitative. The population in this research is Tokopedia customers who are members of the Facebook group with a sample size of 400 people. The results of the study show that there was a relationship between the E-Service Quality and Trust, there was no relationship between the E-Service Quality and E-Satisfaction, there was a relationship between the E-Security variable and Trust, there was a relationship between the E-Security variable and E-Satisfaction. There was also a joint influence of E-Service Quality and E-Security variables on Trust, there was a relationship between the Trust variable and E-Satisfaction. This research is a development from the previous research where there was an effect of E-Service Quality and E-Security on E-Satisfaction. By adding the Trust variable as a moderate variable and E-Satisfaction as the dependent variable, the researchers found that the impact of Trust on E-Satisfaction was greater than the direct effect between E-Service Quality and E-Security on E-Satisfaction. Based on these results, it can be seen that the level of trust can increase E-Satisfaction.

How to cite this paper

 Ratnasari, I., Siregar, S & Maulana, A. (2021). How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time?.International Journal of Data and Network Science, 5(2), 127-134.

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