PENGARUH PERCEIVED ENJOYMENT, SUBJECTIVE NORMS, DAN PERCEIVED CONTROL TERHADAP CUSTOMER SATISFACTION PADA M-COMMERCE (M-SHOPPING)
| Main Authors: | Islam, Imam Al, Effed, Darta Hadi |
|---|---|
| Format: | Thesis NonPeerReviewed Archive |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://repository.unib.ac.id/19727/1/Skripsi%20Imam%20Al%20Islam.pdf http://repository.unib.ac.id/19727/ |
Daftar Isi:
- Consumer satisfaction has attracted the attention of many people and a key factor in the existing marketing literature, specifically consumer satisfaction is very important to increase consumer interest in m-commerce services. This study purpose to examine the effect of perceived enjoyment, subjective norms and perceived control on satisfaction on m-commerce services. Respondents of this study were 150 consumers who have used m-commerce services more than once in Bengkulu city. This research was conducted by using multiple regression analysis. The results indicate that: perceived enjoyment, subjective norm, and perceived control have a positive and significant effect on satisfaction on m- commerce services. This study suggests several implementations for m- commerce service provider in the future. Can be a consideration for m-commerce service providers to increase the enjoyment felt by consumers. M-commerce service providers can develop consumer subjective norms through social media marketing and influence marketing. M-commerce service providers must maintain the control consumers when using m-commerce applications by increasing the ease of use of quality customer service.