Riski Stevanus Marijose Oroh, Deatri Arumsari Agung, Lena Ellitan
{"title":"THE INFLUENCE OF WEBSITE CHARACTERISTICS, EXPERIENCE, CORPORATE IMAGE, AND TRUST, TOWARDS SATISFACTION ON JD.ID","authors":"Riski Stevanus Marijose Oroh, Deatri Arumsari Agung, Lena Ellitan","doi":"10.33508/rima.v5i2.4233","DOIUrl":null,"url":null,"abstract":"The internet plays a vital role in the business environment. With the internet, companies can easily reach targeted consumers in a wide area and can deliver their services faster. This technology gives rise to high competition between companies in terms of delivery of goods and services using the internet as a means. Companies that can take full advantage of the internet may be able to dominate the market. Internet usage can be measured by how companies manage their websites, consumer experience, image, and consumer trust, which can lead to satisfaction. This study aims to analyze and understand the effect of website characteristics, consumer experience, and company image on consumer satisfaction mediated by trust in JD.ID. This study uses a quantitative method by distributing online questionnaires to the JD.ID user community, with a total of 150 respondents with a minimum age of 17 years, and domiciled in Surabaya. The results showed that website characteristics and consumer experience significantly affect consumer trust. Further, corporate image has a significant effect on trust, while consumer trust has a significant effect on consumer satisfaction. Moreover, consumer trust strongly mediates the relationship between website characteristics, consumer experience, and company image on consumer satisfaction. The result indicates that the higher the characteristics of the JD.ID website, consumer experience, company image, and consumer confidence in JD.ID, the higher the level of consumer satisfaction.","PeriodicalId":46537,"journal":{"name":"Qualitative Research in Accounting and Management","volume":null,"pages":null},"PeriodicalIF":2.3000,"publicationDate":"2022-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Qualitative Research in Accounting and Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.33508/rima.v5i2.4233","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS, FINANCE","Score":null,"Total":0}
引用次数: 0
Abstract
The internet plays a vital role in the business environment. With the internet, companies can easily reach targeted consumers in a wide area and can deliver their services faster. This technology gives rise to high competition between companies in terms of delivery of goods and services using the internet as a means. Companies that can take full advantage of the internet may be able to dominate the market. Internet usage can be measured by how companies manage their websites, consumer experience, image, and consumer trust, which can lead to satisfaction. This study aims to analyze and understand the effect of website characteristics, consumer experience, and company image on consumer satisfaction mediated by trust in JD.ID. This study uses a quantitative method by distributing online questionnaires to the JD.ID user community, with a total of 150 respondents with a minimum age of 17 years, and domiciled in Surabaya. The results showed that website characteristics and consumer experience significantly affect consumer trust. Further, corporate image has a significant effect on trust, while consumer trust has a significant effect on consumer satisfaction. Moreover, consumer trust strongly mediates the relationship between website characteristics, consumer experience, and company image on consumer satisfaction. The result indicates that the higher the characteristics of the JD.ID website, consumer experience, company image, and consumer confidence in JD.ID, the higher the level of consumer satisfaction.
期刊介绍：
Qualitative Research in Accounting & Management is an international journal that promotes qualitative research at the interface of accounting and management. The journal encourages the assessment of practices in the accounting field through a variety of theoretical lenses, and seeks to further our knowledge of the accounting-management nexus in its broadest (e.g., organisational, social and political) contexts. QRAM welcomes submissions of original research papers, conceptual pieces, substantive review articles, and shorter papers such as comments or research notes. The following is intended to indicate potential topics, but is by no means prescriptive. These topics can be overlapping rather than discrete subject areas, and researchers should not feel restricted by the scope of the topics listed below. • Management accounting and control • Accountability, transition and organisational change • Performance management and accounting metrics • Accounting for strategic management • The use and behavioural effects of accounting information in organisational decision-making • Public and third sector accounting and management • Accounting and management controls for sustainability and the environment • Historical perspectives on the accounting-management interface • Methods and methodologies for research at the interface of accounting and management • Accounting and management in developing countries and emerging economies • Technology effects on accounting-management dynamics
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