ANALYSIS OF DOMINANT FACTORS OF THE CUSTOMER SATISFACTION BETWEEN KOREAN AND INDONESIAN TOWARD ONLINE OPEN MARKET

Abstract

Indonesia is keep developing about IT industry so that online shopping service is developing also. As many online shops are keep opening, many Indonesian use online shopping. And the researcher wants to find out how much Indonesian satisfies with their online shopping and the service that online open market offers. And Korea is very developed country at IT industry. But customer satisfaction does not always proportion with development of IT. That is why the researcher wants to find out about Korean satisfaction toward online open market.

As time goes by, people want to receive better treatment. So it is much related to customer satisfaction. Customer satisfaction is very important especially for hospitality industry because customer satisfaction is a key influence for future buying behavior. So, the researcher wants to figure out some problem of online open market; (1) what factor makes customer trust to use web shop? And (2) what does G-Market do to make customers satisfy?

This research was designed using quantitative method. The researcher used primary data to use weighted mean and factor analysis to analyze customer satisfaction. Weighted mean and Factor analysis used by SPSS 16.0 and Microsoft Excel 2003.

The purpose of this research is to analyze what factor affects to customer satisfaction in online open market by using satisfaction factors (Accuracy, Content, Format, Timeliness, Navigation, Ease of use, Response Time, Security, Responsiveness, Assurance, and Empathy).

In a conclusion the final result of this study shown that, there are not that different factor that affect to customer satisfaction between Indonesian and Korean.