Research Article
Behavioral Intentions and E-WOM (Electronic Word of Mouth) in Indonesia E-commerce
@INPROCEEDINGS{10.4108/eai.7-10-2021.2316141, author={Kevin Suryadi and P.M Winarno and Mohammad Annas}, title={Behavioral Intentions and E-WOM (Electronic Word of Mouth) in Indonesia E-commerce}, proceedings={Proceedings of the 4th International Conference of Economics, Business, and Entrepreneurship, ICEBE 2021, 7 October 2021, Lampung, Indonesia}, publisher={EAI}, proceedings_a={ICEBE}, year={2022}, month={4}, keywords={online convenience online customer satisfaction behavioral intentions e-wom}, doi={10.4108/eai.7-10-2021.2316141} }- Kevin Suryadi
P.M Winarno
Mohammad Annas
Year: 2022
Behavioral Intentions and E-WOM (Electronic Word of Mouth) in Indonesia E-commerce
ICEBE
EAI
DOI: 10.4108/eai.7-10-2021.2316141
Abstract
The e-commerce industry is one of the most promising and growing industries in Indonesia, this can be seen from the increasing number of e-commerce users, high CAGR, and GMV. However, Indonesia faces lots of problems such as a high level of dissatisfaction with online experience, poor logistics networks, low access to financial services, slow internet connection, poor cybersecurity, and complaints submitted by customers. This study aims to study the effect of access, transaction, and possession convenience on online convenience, online convenience on online customer satisfaction, and online customer satisfaction on behavioral intentions and E-WOM. The research model of this study is modified from the previous research. This research uses WarpPLS 7.0 to test the relationship between variables. The results of this research show that all hypotheses are accepted with customers tend to do positive E-WOM and have positive intentions. This can also be another reference for future research.