Implementation Five-Construct Model to Determine Factors that Affect Customer Satisfaction in The Online Leathercraft Industry

Authors

  • Dian Indri Purnamasari Accounting Department, Universitas Pembangunan Nasional Veteran Yogyakarta
  • Asep Saepudin International Relation Department, Universitas Pembangunan Nasional Veteran Yogyakarta
  • Vynska Amalia Permadi Informatics Department, Universitas Pembangunan Nasional Veteran Yogyakarta
  • Riza Prapascatama Agusdin Informatics Department, Universitas Pembangunan Nasional Veteran Yogyakarta

DOI:

https://doi.org/10.31098/bmss.v1i3.346

Keywords:

Five-construct theoretical model, Online Leathercraft Industry, Customer Satisfaction

Abstract

This research uses a five-construct theoretical model as the basis for finding out what factors can satisfy customers in the online leathercraft industry. The questionnaire is based on this model, which is distributed through online channels and social media. There are 691 samples obtained and analyzed by looking at the demographic data and then correlation and regression analysis. The results obtained are that all hypotheses are accepted with factors that can satisfy customers: online shopping experience; external incentives; customer service; and security/privacy; and personal characteristics. For personal characteristics that can be used as factors, namely monthly salary and occupation. These five factors are recommended to be implemented by the online leathercraft industry to satisfy their customers.

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Published

2021-10-20

How to Cite

Purnamasari , D. I. ., Saepudin , A. ., Permadi , V. A. ., & Agusdin, R. P. . (2021). Implementation Five-Construct Model to Determine Factors that Affect Customer Satisfaction in The Online Leathercraft Industry. RSF Conference Series: Business, Management and Social Sciences, 1(3), 337–346. https://doi.org/10.31098/bmss.v1i3.346

Issue

Vol. 1 No. 3 (2021): LPPM UPN “VETERAN” Yogyakarta Conference Series 2021 – Economy and Business Series

Section

Articles