The Role of Customer Satisfaction and eWOM in Shaping Purchase Intention: Culture as Moderating Factor in Indonesian E-Commerce
摘要
In digital era, e-commerce in Indonesia has become the key for customer purchase. This research focused to see the effect of customer satisfaction and electronic word-of-mouth (eWOM) impact on customer purchase intention, adding culture as the moderator effect. Applying a quantitative method and SMARTPLS 4.0 for the analysis, and the data were collected from 200 respondents which had ever done purchase through Indonesian e-commerce. The result concludes that customer satisfaction and (eWOM) significantly impact purchase intention. Culture as moderator effects were able to affect both. These findings emphasize the important understanding cultural context and increasing customer experiences for consumer behavior with the digital e-commerce era.