Design Of Website Characteristics To Increase Customer Satisfaction in Winning Global Competition

Author

Supriyati, S.E., M.Si., Ak., CA., ASEAN CPA., C.PI., CIAP.

Abstrak

The purpose of this research is to find out how customer satisfaction in the field of online business and make it easier for consumers to shop who do not have to leave home because of the convenience provided by online businesses, so users will feel satisfied and trust to transact online. The research method used is descriptive qualitative research method. Descriptive qualitative method is a method used to describe or analyse the results of research. The purpose of the descriptive qualitative method is to make a systematic, factual, and accurate description, picture, or painting of the facts, properties, and relationships of the phenomenon under investigation. This method also explains the relationship, tests hypotheses, makes predictions, and gets the meaning of a problem that you want to solve. Then the theoretical concepts of various methods. Website characteristics are defined as attributes that consumers consider when evaluating the website of an online store. Website characteristics are measured using five dimensions shopping Convenience, Site design, Informative, Security, Communication. Online business is an important tool for consumers to find products from these stores, the purchase intention of consumers through online stores tends to be high. Consumer satisfaction is greatly influenced by the transaction process and trust. And based on the result of the above research, that ease, security, site design, informative and communication as well as features of an online business affect customer satisfaction so that it allows loyal customers to e-commerce and will return to visit the website.