ABSTRACT
In this research, three studies examine the relations between customer satisfaction, loyalty, and word-of-mouth in the context of online shopping by evaluating several factors, i.e. perceived ease of use, design and feature, service security, time-savings, cost-savings, social influence, and performance expectancy. The data collected is from 230 millennials in Jakarta, Indonesia. Results from the “students” group indicate that performance expectancy influences customer satisfaction towards online shopping. While from the “non-students,” cost savings, perceived ease of use, service security, and performance expectancy influence customer satisfaction. Further investigation of demographic factors shows how the differences can add to our understanding in the online shopping customer satisfaction.
