Factors Affecting Customer Satisfaction at Online Grocery
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Abstract
This study aims to analyze customer satisfaction in shopping online. Customer activity in making online purchases is reviewed from the performance of the companies that serve, the safety of consumers in transactions, and the payment models offered by the company can affect satisfaction in making repeated purchases on online stores. The hypothesis test was carried out using data obtained from respondents who frequently shopped online in the last three years. Respondents were domiciled in the city of Semarang and obtained 164 questionnaires that could be processed by multiple linear regression analysis. The test results show that the company's performance in maintaining customer service satisfaction online is influenced by three important factors. First, there is a well-communicated customer service performance and quick response. Second, the availability of easy choice of transaction models that are well informed with customers. Third, in transactions, there is a guarantee of security of both data and transaction value, so that it can increase trust in both data and punctuality with customers.
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How to Cite
Abdullah, A., & Rahmadhani, S. (2024). Factors Affecting Customer Satisfaction at Online Grocery . ProBisnis : Jurnal Manajemen, 15(4), 583–589. Retrieved from http://ejournal.joninstitute.org/index.php/ProBisnis/article/view/625
References
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Abu Bakar, A. R., Noor Azmin, N. A. S., Wan Ismail, W. R., & Tarmazi, S. A. A. (2021). Consumer Purchase Intention toward Online Food Delivery Service: The Implication for Future Research. Malaysian Journal of Social Sciences and Humanities (MJSSH), 6(9), 347-354. https://doi.org/10.47405/mjssh.v6i9.972
Adiyono, N. G., Rahmat, T. Y., & Anindita, R. (2021). Digital Marketing Strategies To Increase Online Business Sales Through Social Media. Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT), 1(2), 31-37. https://doi.org/10.51715/husocpument.v1i2.58
Ahmad, N. S., Bahry, N. S., Ali, S. A. M., Kori, N. L., Mat, A., & Salleh, M. Z. M. (2024). Online Shopper Satisfaction: Exploring the Impact of e-Service Quality. Information Management and Business Review, 16(1 (I) S), 106-120.
Ajit, S., Sharma, R., Sundari, R., Dutta, C., & Neha Pandey, M. (2024). An Investigation into Antecedents of Customer Satisfaction and Loyalty with Reference to Online Purchasing Behavior. Journal of Informatics Education and Research, 4(1).
Amsl, S., Watson, I., Teller, C., & Wood, S. (2023). Presenting products on websites – the importance of information quality criteria for online shoppers. International Journal of Retail & Distribution Management, 51(9/10), 1213-1238. https://doi.org/10.1108/IJRDM-04-2023-0266
Ashfa, M. R., & Ishak, A. (2023). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Niat Beli dan Pembelian Sebenarnya Tokopedia. Jurnal Mahasiswa Bisnis & Manajemen, 2(5), 108-132.
Ashiq, R., & Hussain, A. (2024). Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics, 3(2), 117-141. https://doi.org/10.1108/JEBDE-09-2023-0019
Bhat, S. A., & Darzi, M. A. (2020). Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach. Vikalpa, 45(4), 207-222. https://doi.org/10.1177/02560909211012806
Changalima, I. A., Israel, B., Amani, D., Panga, F. P., Mwaiseje, S. S., McHopa, A. D., Kazungu, I., & Ismail, I. J. (2023). Do internet marketing capabilities interact with the effect of procedural capabilities for public procurement participation on SMEs’ sales performance? Journal of Public Procurement, 23(3/4), 416-433. https://doi.org/10.1108/JOPP-01-2023-0001
Cuong, D. T. (2022, 2022//). The Relationship Between Product Quality, Brand Image, Purchase Decision, and Repurchase Intention. Proceedings of International Conference on Emerging Technologies and Intelligent Systems, Cham.
Daroch, B., Nagrath, G., & Gupta, A. (2021). A study on factors limiting online shopping behaviour of consumers. Rajagiri Management Journal, 15(1), 39-52. https://doi.org/10.1108/ramj-07-2020-0038
Eviani, I., & Hidayat, Y. R. (2021). Pengaruh Sistem Pelacakan Online dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus J&T Express Kota Baru Bekasi). Jurnal Manajemen Logistik, 1(1), 11-19.
Fadli, M. R. (2021). Memahami desain metode penelitian kualitatif. Humanika, 21(1), 33-54. https://doi.org/10.21831/hum.v21i1.38075
Gusnita, R., & Widodo, T. (2021). Analysis of Customer Satisfaction in The Online Shopping for Fashion Product (Case Study: Consumer Online Shopping In Bengkalis). Jurnal Inovasi Bisnis 1, 76-81.
Hardiningsih, P., Srimindarti, C., Anggana Lisiantara, G., & Kartika, A. (2024). How does environmental, social, governance disclosure and political connection performance affect firm value? An empirical study in Singapore. Cogent Business & Management, 11(1), 2377764.
Intani, V., & Rojuaniah. (2024). The effect of customer expectations and experience on satisfaction and repurchase intention on hijab products. Journal of Management Science (JMAS), 7(1), 487-495.
Jain, R., & Sharma, M. (2020). Determinants of customer satisfaction in online shopping. Maharshi Dayanand University Research Journal ARTS, 19(1), 51-66.
Jamilah, H., Supardi, S., & Indayani, L. (2024). Unveiling Key Drivers to Enhance Global Customer Satisfaction. Indonesian Journal of Innovation Studies, 25(2). https://doi.org/10.21070/ijins.v25i2.1148
Kartika, A., Indriyaningrum, K., Nurhayati, I., & Sudiyatno, B. (2022). Determinants of capital buffer: Study on conventional commercial Banks in Indonesia. European Journal of Business and Management Research, 7(2), 289-294.
Kartika, A., Sunarto, S., Rahman, F. R., & Machmuddah, Z. (2020). Determinants of capital structure and their effect to company’s value: study in LQ 45 companies listed in Indonesia stock exchange. Academic Journal of Interdisciplinary Studies, 9(3), 156-165.
Komala, D., & Merry Moy, M. (2023). Utilization of E-Commerce Platform as An Effort to Increase Performance and Business Sustainability in Pandemic Times. International Journal of Social Science and Business, 7(2), 296-304. https://doi.org/10.23887/ijssb.v7i2.54885
Kumari, A. (2024). The Study on Customer Satisfaction Towards Online Shopping. International Journal for Multidisciplinary Research (IJFMR).
Kurniasari, F., & Sugiyanto, E. K. (2020). Dimensi Kualitas Pelayanan Sebagai Upaya Peningkatan Kepuasan Pelanggan (Studi Pada Pelanggan Hotel X Semarang). Business Management Analysis Journal (BMAJ), 3(2), 112-125.
Lefiani, N., & Wibasuri, A. (2021). Pengaruh Kemudahan Dan Manfaat Berbelanja Online Terhadap Niat Beli Ulang Dilihat Dari Sikap Konsumen. Jurnal Bina Bangsa Ekonomika, 14(1), 70-78.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Manandhar, R. B., & Timilsina, J. (2023). Online Shopping and Customer Satisfaction in College–Level Students in Kathmandu Valley. Journal of Business and Management, 7(02), 76-88. https://doi.org/10.3126/jbm.v7i02.62588
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-u.-A., & Javed, M. K. (2021). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184-2206. https://doi.org/10.1108/apjml-03-2021-0221
Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34(2), 171-187. https://doi.org/10.1007/s11002-023-09671-w
Mofokeng, T. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8. https://doi.org/10.1080/23311975.2021.1968206
Moliner, M. A., & Tortosa-Edo, V. (2024). Multirooming: generating e-satisfaction throughout omnichannel consumer journey design and online customer experience. Journal of Research in Interactive Marketing, 18(3), 349-369. https://doi.org/10.1108/JRIM-05-2023-0149
Nguyen, H. V., Vu, T. D., Saleem, M., & Yaseen, A. (2024). The influence of service quality on student satisfaction and student loyalty in Vietnam: the moderating role of the university image. Journal of Trade Science, 12(1), 37-59. https://doi.org/10.1108/JTS-12-2023-0032
Parikshith, G., & Dr. Gobi, N. (2023). Exploring the Benefits of E-commerce Applications for Efficient Online Operations. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 158-162. https://doi.org/10.32628/cseit2390212
Praptitorini, M. D., Kartika, A., Bhandari, R., Ratsameemonthon, C., Nasir, W. M. N. b. W. M., & Supriyadi, S. (2021). The Effect of Modified Audit Opinion on Borrowing Cash Flow And Investment Cash Flow on Non-Financial Companies. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 4(1).
Prasetyo, R. B. (2023). Pengaruh E-Commerce dalam Dunia Bisnis. Jurnal Manajemen Ekonomi & Bisnis, 1(1).
Pratiwi, A. A. M. (2020). Peran Media Sosial Dalam Meningkatkan Penjualan Online Saat Pandemi Covid-19. Jurnal Ilmiah Satyagraha, 3(2), 73-81.
Rahmadhani, S., Faisal, F., Joseph, C., & Januarti, I. (2024). Corporate social responsibility and corporate investments: does research and development intensity matter? Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2375618
Ramon, H., & Kenny, D. (2024). Consumer Preferences in Choosing Online Food Delivery Services in Jakarta. International Journal of Travel, Hospitality and Events, 3(2), 127-137. https://doi.org/10.56743/ijothe.v3i2.370
Ristianawati, Y., Ghoniyah, N., & Hartono, S. B. (2021). Strategic Agility Diversification Investment: Islamic Financial Inclusion on the Financial Performance of Sharia Banks. Annals of the Romanian Society for Cell Biology, 2937–2945-2937–2945.
Rozak, H. A., Fachrunnisa, O., Sugiharti, Taswan, & Fitriati, I. R. (2023). Metaverse and Modification Needs of Human Resources Management Practices and Policies: An Overview. International Conference on Intelligent Networking and Collaborative Systems,
Salim, N., Sugiharti, S., Bhandari, R., Nasir, W. M. N. b. W. M., Thongkamkaew, C., & Permatasari, P. (2022). Corporate social performance on cost of equity, cost of debt with institutional ownership, and bank dependency as moderating variables. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 5(1), 1087-1104.
Saoula, O., Shamim, A., Mohd Suki, N., Ahmad, M. J., Abid, M. F., Patwary, A. K., & Abbasi, A. Z. (2023). Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use. Spanish Journal of Marketing - ESIC, 27(2), 178-201. https://doi.org/10.1108/SJME-07-2022-0159
Sayem, S. M., Islam, A., Uddin, M. R., & Promy, J. S. (2024). Determinants of e-commerce customer satisfaction: mediating role of IT innovation acceptance. International Journal of Quality & Reliability Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/IJQRM-10-2023-0332
Shaw, N., Eschenbrenner, B., & Baier, D. (2022). Online shopping continuance after COVID-19: A comparison of Canada, Germany and the United States. Journal of Retailing and Consumer Services, 69, 103100. https://doi.org/https://doi.org/10.1016/j.jretconser.2022.103100
Sindiah, S. (2023). Pengaruh Keamanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian E-Commerce Pada Facebook Prodi Manajemen].
Sugiharti, S. (2023). Strategies for Effective Talent Acquisition and Retention in Human Resource Management. Tec Empresarial, 18(2), 769-775.
Sugiharti, S., Budiyanto, B., & Suhermin, S. (2023). The Influence of Personality, Job Satisfaction and Quality of Work Life on Organizational Commitment and Their Impact on Employee Performance. Tec Empresarial, 18(2), 25-48.
Suryawardana, E., & Nurdeagraha, D. (2020). Analysis of Factors that Increase Customer Satisfaction Coffee Products. Journal of Digital Marketing and Halal Industry, 2(2), 155-166. https://doi.org/10.21580/jdmhi.2020.2.2.6352
Taswan, L. W. W., Nugroho, A. H. D., & Sudiyatno, B. (2023). Factors Influencing Non-Performing Loans: An Empirical Study on Commercial Banks in Indonesia. Journal of Hunan University Natural Sciences, 50(2).
Wang, W., Cao, D., & Ameen, N. (2023). Understanding customer satisfaction of augmented reality in retail: a human value orientation and consumption value perspective. Information Technology & People, 36(6), 2211-2233. https://doi.org/10.1108/ITP-04-2021-0293
Wilson, N., Alvita, M., & Wibisono, J. (2021). The effect of perceived ease of use and perceived security toward satisfaction and repurchase intention. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(1), 145-159.
Yusuf, M. F., Badi'ah, R., & Dedyansyah, A. F. (2024). Meningkatkan Repurchase Intention melalui Security dan Satisfaction: Studi Kasus Marketplace di Indonesia. JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur, 4(2), 295-304.
Zakhidov, G. (2024). Economic indicators: tools for analyzing market trends and predicting future performance. International Multidisciplinary Journal of Universal Scientific Prospectives, 2(3), 23-29.
Abu Bakar, A. R., Noor Azmin, N. A. S., Wan Ismail, W. R., & Tarmazi, S. A. A. (2021). Consumer Purchase Intention toward Online Food Delivery Service: The Implication for Future Research. Malaysian Journal of Social Sciences and Humanities (MJSSH), 6(9), 347-354. https://doi.org/10.47405/mjssh.v6i9.972
Adiyono, N. G., Rahmat, T. Y., & Anindita, R. (2021). Digital Marketing Strategies To Increase Online Business Sales Through Social Media. Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT), 1(2), 31-37. https://doi.org/10.51715/husocpument.v1i2.58
Ahmad, N. S., Bahry, N. S., Ali, S. A. M., Kori, N. L., Mat, A., & Salleh, M. Z. M. (2024). Online Shopper Satisfaction: Exploring the Impact of e-Service Quality. Information Management and Business Review, 16(1 (I) S), 106-120.
Ajit, S., Sharma, R., Sundari, R., Dutta, C., & Neha Pandey, M. (2024). An Investigation into Antecedents of Customer Satisfaction and Loyalty with Reference to Online Purchasing Behavior. Journal of Informatics Education and Research, 4(1).
Amsl, S., Watson, I., Teller, C., & Wood, S. (2023). Presenting products on websites – the importance of information quality criteria for online shoppers. International Journal of Retail & Distribution Management, 51(9/10), 1213-1238. https://doi.org/10.1108/IJRDM-04-2023-0266
Ashfa, M. R., & Ishak, A. (2023). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Niat Beli dan Pembelian Sebenarnya Tokopedia. Jurnal Mahasiswa Bisnis & Manajemen, 2(5), 108-132.
Ashiq, R., & Hussain, A. (2024). Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics, 3(2), 117-141. https://doi.org/10.1108/JEBDE-09-2023-0019
Bhat, S. A., & Darzi, M. A. (2020). Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach. Vikalpa, 45(4), 207-222. https://doi.org/10.1177/02560909211012806
Changalima, I. A., Israel, B., Amani, D., Panga, F. P., Mwaiseje, S. S., McHopa, A. D., Kazungu, I., & Ismail, I. J. (2023). Do internet marketing capabilities interact with the effect of procedural capabilities for public procurement participation on SMEs’ sales performance? Journal of Public Procurement, 23(3/4), 416-433. https://doi.org/10.1108/JOPP-01-2023-0001
Cuong, D. T. (2022, 2022//). The Relationship Between Product Quality, Brand Image, Purchase Decision, and Repurchase Intention. Proceedings of International Conference on Emerging Technologies and Intelligent Systems, Cham.
Daroch, B., Nagrath, G., & Gupta, A. (2021). A study on factors limiting online shopping behaviour of consumers. Rajagiri Management Journal, 15(1), 39-52. https://doi.org/10.1108/ramj-07-2020-0038
Eviani, I., & Hidayat, Y. R. (2021). Pengaruh Sistem Pelacakan Online dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus J&T Express Kota Baru Bekasi). Jurnal Manajemen Logistik, 1(1), 11-19.
Fadli, M. R. (2021). Memahami desain metode penelitian kualitatif. Humanika, 21(1), 33-54. https://doi.org/10.21831/hum.v21i1.38075
Gusnita, R., & Widodo, T. (2021). Analysis of Customer Satisfaction in The Online Shopping for Fashion Product (Case Study: Consumer Online Shopping In Bengkalis). Jurnal Inovasi Bisnis 1, 76-81.
Hardiningsih, P., Srimindarti, C., Anggana Lisiantara, G., & Kartika, A. (2024). How does environmental, social, governance disclosure and political connection performance affect firm value? An empirical study in Singapore. Cogent Business & Management, 11(1), 2377764.
Intani, V., & Rojuaniah. (2024). The effect of customer expectations and experience on satisfaction and repurchase intention on hijab products. Journal of Management Science (JMAS), 7(1), 487-495.
Jain, R., & Sharma, M. (2020). Determinants of customer satisfaction in online shopping. Maharshi Dayanand University Research Journal ARTS, 19(1), 51-66.
Jamilah, H., Supardi, S., & Indayani, L. (2024). Unveiling Key Drivers to Enhance Global Customer Satisfaction. Indonesian Journal of Innovation Studies, 25(2). https://doi.org/10.21070/ijins.v25i2.1148
Kartika, A., Indriyaningrum, K., Nurhayati, I., & Sudiyatno, B. (2022). Determinants of capital buffer: Study on conventional commercial Banks in Indonesia. European Journal of Business and Management Research, 7(2), 289-294.
Kartika, A., Sunarto, S., Rahman, F. R., & Machmuddah, Z. (2020). Determinants of capital structure and their effect to company’s value: study in LQ 45 companies listed in Indonesia stock exchange. Academic Journal of Interdisciplinary Studies, 9(3), 156-165.
Komala, D., & Merry Moy, M. (2023). Utilization of E-Commerce Platform as An Effort to Increase Performance and Business Sustainability in Pandemic Times. International Journal of Social Science and Business, 7(2), 296-304. https://doi.org/10.23887/ijssb.v7i2.54885
Kumari, A. (2024). The Study on Customer Satisfaction Towards Online Shopping. International Journal for Multidisciplinary Research (IJFMR).
Kurniasari, F., & Sugiyanto, E. K. (2020). Dimensi Kualitas Pelayanan Sebagai Upaya Peningkatan Kepuasan Pelanggan (Studi Pada Pelanggan Hotel X Semarang). Business Management Analysis Journal (BMAJ), 3(2), 112-125.
Lefiani, N., & Wibasuri, A. (2021). Pengaruh Kemudahan Dan Manfaat Berbelanja Online Terhadap Niat Beli Ulang Dilihat Dari Sikap Konsumen. Jurnal Bina Bangsa Ekonomika, 14(1), 70-78.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Manandhar, R. B., & Timilsina, J. (2023). Online Shopping and Customer Satisfaction in College–Level Students in Kathmandu Valley. Journal of Business and Management, 7(02), 76-88. https://doi.org/10.3126/jbm.v7i02.62588
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-u.-A., & Javed, M. K. (2021). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184-2206. https://doi.org/10.1108/apjml-03-2021-0221
Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34(2), 171-187. https://doi.org/10.1007/s11002-023-09671-w
Mofokeng, T. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8. https://doi.org/10.1080/23311975.2021.1968206
Moliner, M. A., & Tortosa-Edo, V. (2024). Multirooming: generating e-satisfaction throughout omnichannel consumer journey design and online customer experience. Journal of Research in Interactive Marketing, 18(3), 349-369. https://doi.org/10.1108/JRIM-05-2023-0149
Nguyen, H. V., Vu, T. D., Saleem, M., & Yaseen, A. (2024). The influence of service quality on student satisfaction and student loyalty in Vietnam: the moderating role of the university image. Journal of Trade Science, 12(1), 37-59. https://doi.org/10.1108/JTS-12-2023-0032
Parikshith, G., & Dr. Gobi, N. (2023). Exploring the Benefits of E-commerce Applications for Efficient Online Operations. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 158-162. https://doi.org/10.32628/cseit2390212
Praptitorini, M. D., Kartika, A., Bhandari, R., Ratsameemonthon, C., Nasir, W. M. N. b. W. M., & Supriyadi, S. (2021). The Effect of Modified Audit Opinion on Borrowing Cash Flow And Investment Cash Flow on Non-Financial Companies. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 4(1).
Prasetyo, R. B. (2023). Pengaruh E-Commerce dalam Dunia Bisnis. Jurnal Manajemen Ekonomi & Bisnis, 1(1).
Pratiwi, A. A. M. (2020). Peran Media Sosial Dalam Meningkatkan Penjualan Online Saat Pandemi Covid-19. Jurnal Ilmiah Satyagraha, 3(2), 73-81.
Rahmadhani, S., Faisal, F., Joseph, C., & Januarti, I. (2024). Corporate social responsibility and corporate investments: does research and development intensity matter? Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2375618
Ramon, H., & Kenny, D. (2024). Consumer Preferences in Choosing Online Food Delivery Services in Jakarta. International Journal of Travel, Hospitality and Events, 3(2), 127-137. https://doi.org/10.56743/ijothe.v3i2.370
Ristianawati, Y., Ghoniyah, N., & Hartono, S. B. (2021). Strategic Agility Diversification Investment: Islamic Financial Inclusion on the Financial Performance of Sharia Banks. Annals of the Romanian Society for Cell Biology, 2937–2945-2937–2945.
Rozak, H. A., Fachrunnisa, O., Sugiharti, Taswan, & Fitriati, I. R. (2023). Metaverse and Modification Needs of Human Resources Management Practices and Policies: An Overview. International Conference on Intelligent Networking and Collaborative Systems,
Salim, N., Sugiharti, S., Bhandari, R., Nasir, W. M. N. b. W. M., Thongkamkaew, C., & Permatasari, P. (2022). Corporate social performance on cost of equity, cost of debt with institutional ownership, and bank dependency as moderating variables. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 5(1), 1087-1104.
Saoula, O., Shamim, A., Mohd Suki, N., Ahmad, M. J., Abid, M. F., Patwary, A. K., & Abbasi, A. Z. (2023). Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use. Spanish Journal of Marketing - ESIC, 27(2), 178-201. https://doi.org/10.1108/SJME-07-2022-0159
Sayem, S. M., Islam, A., Uddin, M. R., & Promy, J. S. (2024). Determinants of e-commerce customer satisfaction: mediating role of IT innovation acceptance. International Journal of Quality & Reliability Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/IJQRM-10-2023-0332
Shaw, N., Eschenbrenner, B., & Baier, D. (2022). Online shopping continuance after COVID-19: A comparison of Canada, Germany and the United States. Journal of Retailing and Consumer Services, 69, 103100. https://doi.org/https://doi.org/10.1016/j.jretconser.2022.103100
Sindiah, S. (2023). Pengaruh Keamanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian E-Commerce Pada Facebook Prodi Manajemen].
Sugiharti, S. (2023). Strategies for Effective Talent Acquisition and Retention in Human Resource Management. Tec Empresarial, 18(2), 769-775.
Sugiharti, S., Budiyanto, B., & Suhermin, S. (2023). The Influence of Personality, Job Satisfaction and Quality of Work Life on Organizational Commitment and Their Impact on Employee Performance. Tec Empresarial, 18(2), 25-48.
Suryawardana, E., & Nurdeagraha, D. (2020). Analysis of Factors that Increase Customer Satisfaction Coffee Products. Journal of Digital Marketing and Halal Industry, 2(2), 155-166. https://doi.org/10.21580/jdmhi.2020.2.2.6352
Taswan, L. W. W., Nugroho, A. H. D., & Sudiyatno, B. (2023). Factors Influencing Non-Performing Loans: An Empirical Study on Commercial Banks in Indonesia. Journal of Hunan University Natural Sciences, 50(2).
Wang, W., Cao, D., & Ameen, N. (2023). Understanding customer satisfaction of augmented reality in retail: a human value orientation and consumption value perspective. Information Technology & People, 36(6), 2211-2233. https://doi.org/10.1108/ITP-04-2021-0293
Wilson, N., Alvita, M., & Wibisono, J. (2021). The effect of perceived ease of use and perceived security toward satisfaction and repurchase intention. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(1), 145-159.
Yusuf, M. F., Badi'ah, R., & Dedyansyah, A. F. (2024). Meningkatkan Repurchase Intention melalui Security dan Satisfaction: Studi Kasus Marketplace di Indonesia. JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur, 4(2), 295-304.
Zakhidov, G. (2024). Economic indicators: tools for analyzing market trends and predicting future performance. International Multidisciplinary Journal of Universal Scientific Prospectives, 2(3), 23-29.