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The Effect of Customer Satisfaction and Trust on Performance Expectancy and Word of Mouth (WOM) at Shopee Aplications Users

Septiana, Annisa Eka and Suryani, Tatik (2022) The Effect of Customer Satisfaction and Trust on Performance Expectancy and Word of Mouth (WOM) at Shopee Aplications Users. In: The 4th International Conference on Business and Banking Innovations (ICOBBI) 2022.

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Abstract

Online marketplace is growing rapidly during pandemic when consumers avoid interacting directly with others and keep their healthy. These conditions pushed marketplace companies to attract their customer with strategy in order the customers satisfy, trust and influence other consumers by word of mouth. This study examines the effect of customer satisfaction and trust on performance expectancy, and their effect on Word of Mouth (WOM) at Shopee Application users. This study was designed in a quantitative approach with survey method for collecting data. This research involved 150 respondents and analysed with Partial Least Square Structural Equation Modelling. This Research findings show that: (1) Customer Satisfaction has positive significant effect on Performance Expectancy: (2) Trust has positive significant effect on Performance Expectancy: (3) Customer Satisfaction has positive significant effect on Word of Mouth: (4) Trust has positive significant effect on Word of Mouth; and (5) Performance Expectancy has positive significant effect on Word of Mouth. The implication of this research is how to create satisfaction and trust to customers by marketing strategy for increasing WOM for attract new customers. Keywords: Customer Satisfaction, Trust, Performance Expectancy, Word of Mouth.

Item Type: Conference or Workshop Item (Paper)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT
Divisions: ICOBBI (International Conference of Business and Banking Innovations)
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 27 Jun 2022 02:32
Last Modified: 28 Jun 2022 03:02
URI: http://eprints.perbanas.ac.id/id/eprint/9344

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