ONLINE CUSTOMERS' BEHAVIOR BASED ON TRUST, EXPERIENCE AND CUSTOMER SERVICE: A SURVEY OF BLIBLI.COM ELECTRONIC PRODUCT PURCHASERS IN JAKARTA

Abstract

Purpose  This study aims to find out how trust, experience, customer service influences behavioral intention and which Variables affect e-Commerce customers' Behavioral Intentions the most in Blibli.com. Methodology The study was carried out utilizing a quantitative descriptive method, with data collected via online surveys from a variety of samples for analysis. The data is analyzed based on responses submitted by 90 respondents then used descriptive statistics and path analysis on the frame of mind. Respondent data will be processed using SPSS software. Findings The findings revealed that trust, experience, customer service influences behavioral intention, and all three variables have a positive and significant effect on behavioral intention when used together. Research LimitationThis study focuses on Blibli.com customers who are domiciled in Jakarta and have purchased an electronic product in Blibli.com.