Influence of website characteristics to customer satisfaction on online stores

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The data collected using purposive sampling and Slovin formula. The hypothesis of this research is tested by multiple linier regression. The research results showed that the variable site design, informative, security and communication have a partialy significant effect to the online shopping customer satisfaction, while the convenience of shopping variable is not significant. This understandable because each online store has different system and procedure that incovenience for consumers.

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174 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 Influence of Website Characteristics to Customer Satisfaction on Online Stores Triesti Candrawati #1, Retno Widiastuti *2, Widi Dwi Ernawati#3 # Politeknik Negeri Malang, Indonesia 1 esticandra28@yahoo.co.id Abstract — The development of online business is The development of this increasingly very rapidly in now days. Therefore, the online sophisticated technology brought the change of business requires a lot of effort compete with similiar Indonesian society in terms of people's lifestyle business. To be surviving inthe online business can be with the trend of online shopping through the done by providing maximum satisfaction to internet. Man in this case is no longer concerned consumers and maintaining belief in the products about limits, distance, space and time. In everyday offered both in terms of price and quality of goods by life, it is rare for people who make face-to-face or using a good website. The characteristics of the verbal conversation, but have shifted their website will be a major concern fot the consumers conversation in writing. We know the development when they are shopping online, the characteristics of communication tools for now is very website consist of : the convenience of shopping, the remarkable, in addition to mobile phones that can be used to send messages in a very short time, now site design, informative information, security and the Internet also has a very big role as a source of communication. The purpose of this study is to information that even the network has spread determine the effect of Website Characteristics to across all parts of this earth. With the increasing Consumers Satisfaction. The research methode in number of Indonesian population of course this will case study at Accounting Management Study also increase the use of the internet in Indonesia, Program at Polytechnic State of Malang. The data thus online based business opportunities will collected using purposive sampling and Slovin increase as well. formula. The hypothesis of this research is tested by Today the internet has become a lifestyle. multiple linier regression. The research results Internet is a requirement of the community because showed that the variable site design, informative, by using the internet we can access and find all security and communication have a partialy kinds of information we need. significant effect to the online shopping customer The increasing number of internet users, satisfaction, while the convenience of shopping has attracted various business ventures to market its variable is not significant. This understandable products through the internet. The Internet can because each online store has different system and provide channels to market products or services procedure that incovenience for consumers. online. With online shop, then the marketers will be Keywords — Charactristic Website, Customers able to easily buy and sell transactions without Satisfaction, Business Online requiring a certain time. We can do transaction process at any time. Online shopping activity is a new way of 1. Introduction doing transactions. In this activity buyers and sellers do not meet in person as well as the normal The growth of electronic commerce sector (e- sales process. Time saving is one of the factors that Commerce) is quite good in the last year that consumers choose to shop online. The number of makes this sector still a prima donna of investors in sellers offering online products gives consumers 2018. Based on data from the Investment the opportunity to choose before deciding to buy a Coordinating Board (BKPM), the value of particular product. Sellers will display the sites they investment in e-Commerce sector in 2017 reached own as online stores by using the internet to offer more than US $ 5 billion, making it one of the most all kinds of products to consumers. Then strategic sectors of the economy. Seeing this consumers will see through the site to choose and growth Shopback as an eCommerce cashback buy products offered, without having to come platform analyzes some things that will become the directly and meet directly with the seller. By trend of e-Commerce sector in 2018, that is, more shopping over the internet, buyers can see firsthand and more offline merchants are switching to online, the goods and services offered through the Mobile wallet is increasingly widespread, the same promoted web. The look of the website is very day delivery service becomes the main choice, important to attract consumers, an attractive sellers on Instagram are switching to online stores website, easy to access, the availability of product and online ticket sales are increasing [18]. information is clear, safe in the transaction process ______________________________________________________________ International Journal of Supply Chain Management IJSCM, ISSN: 2050-7399 (Online), 2051-3771 (Print) Copyright © ExcelingTech Pub, UK (http://excelingtech.co.uk/)
175 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 and ease of payment, then this will support the In shopping through online media, consumers success of an online store. expect that the process of purchasing will be at To get the trust of the consumer, the ease. The convenience will cause consumers to feel satisfaction factor is one of the stages that must be comfortable with the use of a site or web from a achieved by an online store. Consumer satisfaction particular online store. The convenience of in conducting online shopping transactions consumers in shopping through online media can indicated to influence consumer confidence and be measured with indicators namely feeling ultimately will influence consumer attitudes in comfortable when shopping, time-saving, pick up buying to the same online store [4] easy procedures, does not require help from other Lots of factors that influence consumers people or companies, procedures to access online satisfaction in order to decide to buy online. Each business website is easy, the system used is simple, consumer has their own consideration in deciding and able to buy products in retail. on an online purchase. Factors that consumers b. Site Design consider in deciding to buy online can be grouped Sites with attractive designs will be preferred by into a socio-cultural environment, psychology, consumers. This indicates that the company should marketing stimuli and vendor control systems. be able to design corporate website with more Based on the above description, the interesting display. Site design can be measured authors conducted a study with the title "Influence with indicators among others: online business of Website Characteristics on Customer website design is visually appealing, Website of Satisfaction At Online Store”. The purpose of this online business has a professional appearance, Fast study is to determine the effect of website and easy in online business transactions, Online characteristics (convenience, site design, business website design is easy to grasp, online informatis, security and communicative) to business display products clearly, and online Customer Satisfaction On Online Stores. business has a consistent website design. c. Informative Information presented in a website should be able 2. Theoretical Review to provide detailed information about the products sold, procedures to use and so forth. Informative 2.1 Online Shopping dimensions can be measured by indicators: Online Through the website, a complex trade can business provides a lot of information, Online be completed by using internet information business provides accurate information, Online technology tools. With the internet, all the products business provides a variety of information that will be sold, the price list and how the payment (payment, delivery), Online business provides can be accessed by buyers from all over the world information well, and Online business provides in a very short time. Almost all business companies useful information. now have websites. Currently all kinds of d. Safety transactions conducted by a company, institutions, When making a purchase through online media, organizations and individuals to convey there are some consumer data that are known to the information, negotiate or deal business can be done seller. Therefore, the seller is required to maintain through the internet. the confidentiality of the buyer's identity. Security Online shopping is a form of transaction dimensions can be measured with indicators among using electronic devices that allow consumers to others: Feel secure in transactions with online buy goods or services from the seller via the business, Online business maintains consumer internet. Other names of the activities are: e-web, e- privacy in transactions, Online business does not shop, e-toko, web-shop, web-store, online store and misuse consumer's personal information, Online virtual store. Currently online shopping is getting business does not provide consumer information to more sophisticated because shopping can be done other sites without permission, Online business by using a communication tool such as cellphone. prevents credit card leak information , online The success of a Retail is no longer all business prevents customer email leakage, and about building physics, as this is evidenced by an online Business keeps the accuracy of payment increase in retailers offering online storefronts to transactions consumers. With the growth of online shopping, e. Communication then the store will have a great opportunity to meet During buying process, consumers sometimes need the market demand from various regions both information directly with the seller. Based on the domestically and abroad [17]. above, the address or telephone number of the Characteristics of the website is defined as seller should be easy to contact. The the attribute that consumers consider in doing the communication dimension can be measured by the assessment on the website of an online store. indicators among others: Consumers are free to talk Website characteristics are measured using five about ideas or complaints with online business, dimensions [1] : Online business has a good FAQ, Active customers a. Shopping Convenience.
176 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 can review products sold in online business, Online Blog is a free web service where a business provides freedom of exchange of opinion business actor uses a blog as an online shop that he between customers, and Online business provides has to sell while promoting goods and services he email and company addresses clearly. offers to potential customers. Because of its easy to Website design has been studied from customize by its users, the online shop through the usability perspective[7]. Neilsen (2000) in Jifeng blog media is quite risky because the buyer would Lou, (2012) defines website usability as the ease quite have difficulties to know the reputation of the with which users can navigates through a site. seller. Usually the seller uploads the proof of Website download speeds affect usability, as does transfer he has as a form of assurance to the the manner in which information is structured and customer that he is a trusted seller. integrated with the grapic design lay out. e. Situs Web Moreover, a wll-designed website signals the There are many websites that provide retailer’s ability to consumers: online purchase are online shop services both local and international higher at a high-investment website than at a low- web. Usually there is a shopping cart, where investmen website [10] prospective buyers can choose products to be purchased. In addition to shopping carts, buyers 2.2 Media for Online Shop can also directly contact the seller to make direct Online business does have a medium for transactions via phone or email. There are many selling and promotion that is very diverse. Starting things that can be done in online shopping services from the website, social media to business via the web, among which are well-known networking. During this time people are still auctions. Auction is an online shopping activity in hesitant to do business online because they fear of which the buyer sets the lower limit of a price to be not having a safe selling media and a lot of auctioned off, then the interested buyer can bid promotional media. Though online media it is very (commonly called bidding) in accordance with the easy to use and has a very wide range. Online proposed multiple. Auctions are usually limited to a media gives us the opportunity to do anything very certain period thus the buyer with the highest easily and quickly, including for business matters. nominal is declared entitled to buy the goods he Media that is often used for Online Shop are: wants according to the price he proposed. a. Facebook Facebook is still the top choice to be used 2.3 Consumers’ Satisfaction as a business promotion medium. Besides already There are some experts who define customer familiar with us as a social media, Facebook is satisfaction/dissatisfaction. According to Engel, considered very easy to use for business purpose. [16] stated that customer satisfaction is a post- Not a few online stores are active in using the purchase evaluation in which the chosen alternative website as it is also an active promotion on is at least equal or exceeds the customer's Facebook, even most of them start an online expectation, while dissatisfaction occurs when business from Facebook. outcomes do not meet expectations. Meanwhile, b. Instagram according to Wilkie defined as an emotional Instagram, through social media especially response on the evaluation of the consumption photography or image our online business will be experience of a product or service. Kotler [16] easier to grow. They have a social media account asserted that customer satisfaction is the level of a Facebook and Twitter, it is certain to have an person after comparing the performance (outcome) instagram account. Even more also from those who that he felt compared to his expectations. claimed to start an online business from instagram. The concept of customer satisfaction can In addition to easy to use, instagram is also closer be seen in the picture below: to our target market. Through the uploaded photos and product details written down, their customers are closer to the online store owner. c. Kaskus Kaskus is a social media and also a market place that is widely used to sell online. Kaskus is still believed to be a powerful social media for doing business. Especially there are features that are designed for online business community. Kaskus complements the online business owners to promote. Not easy indeed to promote products in Kaskus, because often we hear a lot of scams from online business that started from Kaskus. d. Blog
177 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 Convenience Company Objective Customer Needs and Desires (x1) Site Design Product (x2) Informative Customers’ Customer's Product Value For Satisfaction (Y) Expectations on Customers (x3) Products Security (x4) Communication Level of Customer (x5) Satisfaction Figure 1. Customer Satisfaction Concept 2.5 Hypothesis Source: Tjiptono (2008:25) As for the hypothesis in this study, they Method to measure customer satisfaction are as follows: according to Kotler [16] ie: H1 : Convenience of online retail shopping will be positive and significant impact on a. Complaints and suggestions system customer satisfaction A customer-focused company makes it H2 : Design of online retail sites will have a easy for its customers to provide advice positive and significant impact on and complaints. For companies, customer satisfaction information is a good source of ideas H3 : Informative online retailing will have a that convince companies to act quickly positive and significant impact on to solve problems. customer satisfaction b. Customer satisfaction survey H4 : Online retail security will have a positive Research shows that while customers are and significant impact on customer not satisfied with one of each place of satisfaction. purchase, less than 5% of dissatisfied H5 : Online retail business communications customers will complain. If therefore, have a positive and significant impact on companies cannot use the number of customer satisfaction. complaints as a measure of customer satisfaction. c. Stealth Shopping 3. Research Method Companies can pay people to act as Based on the research objectives to be potential buyers to report their findings achieved, this type of research is explanatory about the strengths and weaknesses they research, which according [12] explanatory experience when buying a company's research is a research that highlights the products and competitors' products. relationship between research variables and test d. Missing customer analysis. Companies hypotheses that have been formulated previously. should contact customers who stop The explanation to be studied is explanation in buying or change suppliers to learn why. nature of associative. According [14] population is a generalization region consisting of objects/subjects 2.4 Conceptual Framework that have certain qualities and characteristics set by Model of relationship between the researchers to be studied and then drawn characteristics of the website with customer conclusions. Meanwhile, according [2] population satisfaction can be described into a research model is the overall subject of research. As for the as follows: population in this study is a Level 1 Students of Accounting Management Department Politeknik Negeri Malang amounted to 210 students. In this study, the sampling unit was not selected by chance but using purposive sampling. Selection of purposive sampling was because the
178 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 population would be considered heterogeneous confounding error in period t with the according to a characteristic. The criteria used in intruder error in period t-1 (previously). this study are consumers who have made online 4. Multicollinearity Test purchases more than once. Sampling was done Multicollinearity occurs when there is a perfect using Slovin formula [15] follows: or definite linear relationship between some or all of the explanatory variables of all regression models. The common cut off value used to indicate the presence of multicollinearity is the tolerance value 10 [5] Note: 4. Results And Discussion 4.1 Results n = Total Sample N = Total Population Interpretation of Validity Test and Reliability e = Tolerance Limit of Error Testing of research instruments both in From the calculation result by using Slovin formula terms of validity and reliability to all respondents obtained the number of samples as many as 138 obtained that the results of research instruments students who meet the criteria determined. used are valid where the correlation value has a The method used to find the data used in significance value (p) smaller than alpha 0.05 this study was conducted by questionnaire. (Masrun [14], and an instrument ( questionnaire) is Questionnaire is a data collection technique that is said to be reliable if it has a coefficient of done by giving a set of questions or written convenience shopping convenience of 0.6 or more statement to the respondent to be answered. One of [3]. For more details it can be seen in the table as the most commonly used ways of determining follows. scores is by using a Likert scale. According [13] that "Likert Scale is used to measure attitudes, Table 1. Test of Research Instrument Validity by using Pearson correlation opinions and perceptions of a person or group of people about social phenomena. Likert scale can be seen below: Validity 1. Strongly disagree Variable Item Significanc Decision Corelation (r) 2. Disagree e X1.1 0.868 0.000 Valid 3. Neutral or hesitate X1.2 0.851 0.000 Valid 4. Agree 5. Strongly agree X1.3 0.836 0.000 Valid X1 X1.4 0.765 0.000 Valid 3.1 Classic Assumption test X1.5 0.815 0.000 Valid X1.6 0.867 0.000 Valid There are four classical assumptions: X1.7 0.862 0.000 Valid 1. Normality Test X1.1 0.785 0.000 Valid X1.2 0.861 0.000 Valid According [5], normality test aims to test X1.3 0.887 0.000 Valid whether within the regression model, X2 intruder or residual variable has a normal X1.4 0.822 0.000 Valid distribution. X1.5 0.900 0.000 Valid 2. Heterosdacity Test X1.6 0.884 0.000 Valid X3.1 0.895 0.000 Valid Heteroscedacity test aims to test whether in X3.2 0.849 0.000 Valid capital regression variance inequality occurs X3 X3.3 0.827 0.000 Valid from one observation residual to another observation. While the value of p-value on t- X3.4 0.870 0.000 Valid test results there is a regression coefficient X3.5 0.876 0.000 Valid greater than alpha value 0.05, it can be said X4.1 0.839 0.000 Valid that residual value does not occur symptoms X4.2 0.890 0.000 Valid of heteroscedacity [5]. X4.3 0.899 0.000 Valid 3. Autocorrelation Test X4 X4.4 0.862 0.000 Valid According [5], autocorrelation test aims to X4.5 0.884 0.000 Valid test whether in the linear regression model X4.6 0.846 0.000 Valid there is a correlation between the X4.7 0.899 0.000 Valid
179 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 X5.1 0.892 0.000 Valid X4 Reliability is 0.949 very high X5.2 0.827 0.000 Valid X5 X5 Reliability is X5.3 0.829 0.000 Valid 0.908 very high X5.4 0.852 0.000 Valid Z Reliability is X5.5 0.872 0.000 Valid 0.883 very high Z1 0.915 0.000 Valid Source: attachment of analysis results of instrument reliability Z Z2 0.914 0.000 Valid test Z3 0.871 0.000 Valid Before doing multiple regression analysis, it Based on the above table it can be explained is necessary to test the data assumption, which is that all items of the instrument have a significance the following four classical assumptions: value smaller than alpha 0.05 (Valid, p variables are considered adequate if the coefficient 0.05 = normal distributed data. In SPSS output of Alpha 0.60-0.70. About the criteria of the results show the significance value for reliability coefficient index it can be seen in Table unstandardize residual of all independent and 2. dependent variables to be tested for 0.261 Table 2. Criteria of Reliability Coefficient Index which is greater than alpha 0.05, so Ho is accepted. Thus it can be concluded that all No. Reliability Index Interval Criteria independent and dependent variables used in 1 < 0.200 Very low the test have a normal distribution, so it can be done further testing because the assumption of 2 0.200-0.399 Low normalized data has been met. 3 0.400-0.599 Fair b. Heteroscedacity Test 4 0.600-0.799 High According [9], a major assumption of a good 5 0.800-1.00 Very high linear regression model is that the disturbance that appears in the regression must be Based on the above table it can be explained homogeneous (homoscedasticity) and no that all items of the instrument have a significance heteroscedasticity occurs. In other words, the value smaller than alpha 0.05 (Valid, p
180 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 c. Autocorrelation test (X2), Informative (X3), security (X4), and Detection of Autocorrelation (the occurrence of communication (X5), which will significantly the relationship between independent variables improve consumer satisfaction (Y). Vice versa. itself or self-correlated), with the hypothesis: Ho: p = ), there is no autocorrelation between 2) Multiple Regression Testing errors H1: p >0, occur autocorrelationbetween Based on the test results, then the errors Statistic test used is Durbin Watson. regression results can be arranged in the form of Test criteria [9]. table as follows: DW < -2 = positive autocorrelation Based on the test results, then the -2
181 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 shopping convenience variable (X1), Site design providing accurate information, providing a variety (X2), Informative (X3), Security (X4), and of information (payments, deliveries), providing Communication (X5) indicates a significant value information well, and providing useful information, of significance of 0.078, 0.002, 0.004, 0.011, and will certainly make satisfied consumers already 0.000. Thus it can be seen that Site design (X2), make purchases online. Because by getting ease in Informative (X3), Security (X4), and terms of information required of course consumers Communication (X5) which has a significance will not hesitate to make purchases through the value smaller than alpha 0.05, but shopping online shop. This research is supported by research convenience variable (X1) with significance value conducted by Syed Syah Alam [11] entitled An Investigation into Antedencts of Customer 0.078 is bigger than 0.05, it showed that shopping Satisfaction of Online Shopping, also yield the convenience variable (X1) not significane to same conclusion that Informative variable has customer satisfaction. positive and significant influence to customer satisfaction. 4.2 Discussion Influence of Security Variable on Customer Influence of Shopping Convenience Variable on Satisfaction on Online Store Customer Satisfaction on Online Stores The shopping Convenience Variable has Security variable has a positive and not a positive and significant influence on the significant influence on customer satisfaction on customers on online store. These results indicate online stores. These results indicate that the better that Shopping convenience variable not suitable level of Security in transactions on online store with consumer expectation so the consumer will then the consumer will be more satisfied in doing not satisfacation in online shopping. This shows transactions through the online shop. Because by the customer satisfaction in the transaction not only feeling secure in transactions with online seen from the product or service offered and the businesses, maintaining consumer privacy in convenience of shopping, but also in terms of ease transactions, not misusing consumer personal in transactions so that the consumer will feel information, not providing consumer information comfortable. to other sites without permission, preventing The results of this study is in accordance leakage of customer credit card information, and with research conducted by Dedi Rianto Rahadi [8] maintaining the accuracy of payment transactions entitled Influence of Website Characteristics then this will increase the rate of customer Against Customer Satisfaction gives the result that satisfaction at an online store. Thus the customer the variable of Security significantly influence will not move to another online store, thus later customer satisfaction. they will conduct transactions back on the online store and will even invite other consumers. The Influence of Site Design Variable To Customer results of this study is in accordance with research Satisfaction on Online Store conducted by Dedi Rianto Rahadi [8] entitled Site design variables have a positive and Influence of Website Characteristics Against significant influence on customer satisfaction on Customer Satisfaction gives the result that the online stores. These results show that the better the variable of Security significantly influence look of Site design given on online stores will customer satisfaction. increase customer satisfaction. By giving the look of a professional site, the look of an interesting site Influence Of Communication On Customer then of course this will be able to encourage Satisfaction on Online Store consumers to be interested in making purchases on that online stores. The results of this study is in Communication Variable has a positive accordance with research conducted by Asmai and significant influence on customer Isaac [6] entitled Analysis of Customer satisfaction on online stores. These results indicate Satisfaction on Online Shopping (A study on that the better Communication that is interwoven Causes (Antecendents) and Consequents with the customers in transactions on the online (Consequents), gives results that Site Design factor store will be able to increase the level of customer significantly influence customer satisfaction. satisfaction in the online store. By giving freedom of expression then this will be able to maintain Influence of Informative Variable on Customer relationships with consumers, consumers are free Satisfaction on Online Store to talk about ideas or complaints with online Informative variable has a positive and business, , Active customers can review products significant influence on customer satisfaction on sold in online businesses, and Online business online stores. These results indicate that the better provides clear email and corporate addresses. the online business provides more information, Well-established communication will increase customer satisfaction with online stores. The
182 Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 results of this study is supported by research [5] Ghozali, Imam, Aplikasi Analisis Multivariat conducted by Asmai Isaac [6] entitled Analysis of dengan Program SPSS. Semarang. Badan Customer Satisfaction in Online Shopping (A Penerbit Universitas Diponegoro, 2011. study on Causes (Antecendents) and Consequents [6] Ishak, Asmai, Analisis Kepuasan Pelanggan (Consequents), gives results that Communication Dalam Belanja Online (Studi tentang factors significantly influence customer Penyebab (Antecendents) dan Konsekuensi satisfaction. (Consequents). Jurnal Siasat Bisnis, Vol. 16 During the research in addition to No.2, 2012. ` convenience factor, Site design, Informative, [7] Luo, Jifeng. The Effectiveness of Online Security and Communication, researchers found Shopping Charasteristic and Well-Designed other factors that encourage consumers to make Websites on Satisfaction. MIS Quaerterly. Vol purchases online. These factors are the invitation of 36 No 4, 2012. friends to make purchases online, the existence of [8] Rianto Rahadi, Dedi, Pengaruh Karakteristi certain moments namely Harbolnas, discounts Website Terhadap Kepuasan Pelanggan. offered, many variations of products offered to Jurnal Teknologi Informasi Politeknik consumers is also one factor that causes consumers Telkom, Vol 1 No.1, 2011. interested in making purchases online . Besides the [9] Santoso,S, Statistik Multivariat. Jakarta: distance factor, for people who live far from the Penerbit PT Elex Media Komputindo, 2010. shopping centers then online shopping is one way [10] Schlosser, A.E., White, T.B., and Lloyd, to overcome it. .M, “Converting Web Site Visitors into Buyers: How Web Site Investment Increase 5 Conclusion And Suggestion Consumer Trusting Beliefs and Online 5.1 Conclusion Purchase Intentions,” Journal of Marketing The research results showed that the (70), pp. 133-148, 2006. variable site design, informative, security and [11] Shah Alam, Syed, An Investigation Into The communication have a partialy significant effect to Antecendents of Customer Satisfaction. the online shopping customer satisfaction, while Journal of Marketing Development and the convenience of shopping variable is not Competitivenes 5 (1), 2010. significant. This understandable because each [12] Sugiyono, Metode Penelitian Bisnis, CV online store has different system and procedure that Alfabeta, Bandung, 2008. incovenience for consumers. [13] Sugiyono, Metode Penelitian Administrasi, Cetakan Ke 17, CV Alfabeta, Bandung, 2009. 5.2 Suggestion [14] Sugiyono, Statistik Untuk Penelitian, Cetakan Based on the results of research and Ke 17, CV Alfabeta, Bandung, 2010. discussion it can be given suggestions as follows: [15] Sujarweni, Wiratna, Belajar Mudah SPSS 1) as perpetrators of E-Commerce should always untuk Skripsi, Disertasi & Umum, Global make improvements in the service of online Media Informasi. Yogyakarta, 2018. shopping in terms of convenience, Site design, [16] Tjiptono, Fandi, Pemasaran Jasa, CV Andi informative, Security and Communication factors Offset, Yogyakarta, 2008. so that consumers will feel satisfied in shopping [17] https://www.wedaran.com/2509/untung- through online shopping, and also must always ruginya-berbelanja-online, retrieved on 12 maintain the trust of the consumers 2) for further Apriler 2018. researchers they should use other variables other [18] http://www.liputan 6.com, retrieved on 12 than those used in research. April 2018. Reference [1] Agustin & Koeshartono, Pengaruh Karakteristik Website Terhadap Kepuasan dan Dampaknya pada kepercayaan Konsumen, 2014. [2] Arikunto, S, Prosedur Penelitian, Jakarta: PT Asdi Maha Satya, 2006. [3] Azwar, Saifuddin, Reliabilitas dan Validitas, Edisi 4. Yogyakarta: Pustaka Pelajar, 2013. [4] Elvandari, S.D, Penerimaan Sistem Online Berdasarkan Unifield Theory of Acceptance and Usage of Technology. Journal Integra. 1 (1) 72-91, 2011.