Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms
Background: The development of e-commerce has been reported to influence consumer behavior in conducting transactions. In this context, direct interaction between buyers and sellers was very limited. Therefore, the seller's reputation was the primary factor used by consumers to assess the cred...
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| Format: | Article |
| Language: | English |
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Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University
2025-07-01
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| Series: | Journal of Consumer Sciences |
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| Online Access: | https://journal.ipb.ac.id/index.php/jcs/article/view/63089 |
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| _version_ | 1849707073096384512 |
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| author | Ridho Bramulya Ikhsan Nuraini Sari Erick Fernando Juliater Simarmata |
| author_facet | Ridho Bramulya Ikhsan Nuraini Sari Erick Fernando Juliater Simarmata |
| author_sort | Ridho Bramulya Ikhsan |
| collection | DOAJ |
| description |
Background: The development of e-commerce has been reported to influence consumer behavior in conducting transactions. In this context, direct interaction between buyers and sellers was very limited. Therefore, the seller's reputation was the primary factor used by consumers to assess the credibility and reliability of the e-commerce platform.
Purpose: This research aimed to explore the influence of seller reputation on electronic word of mouth (e-WOM) with trust and satisfaction as mediators.
Method: An online survey method was adopted, targeting a sample of 300 consumers who had experience transacting on e-commerce platforms in the Greater Jakarta area, and was determined using purposive sampling. Furthermore, the Partial Least Squares-Structural Equation Modeling statistical method provided answers to the research hypothesis.
Findings: The results showed that all research hypotheses were accepted. Trust and satisfaction are complementary mediators of the relationship between seller reputation and e-WOM.
Conclusions: Based on the results, seller reputation has a positive impact on e-WOM and strengthens the e-commerce ecosystem.
Research implication: Sellers who proactively manage consumer reviews increase satisfaction and minimize the impact of negative e-WOM. For e-commerce platforms, implementing a stricter verification system for sellers provided credibility assurance.
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| format | Article |
| id | doaj-art-e28ae1d7106d4add8980694d8573f8df |
| institution | DOAJ |
| issn | 2460-8963 |
| language | English |
| publishDate | 2025-07-01 |
| publisher | Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University |
| record_format | Article |
| series | Journal of Consumer Sciences |
| spelling | doaj-art-e28ae1d7106d4add8980694d8573f8df2025-08-20T03:16:01ZengDepartment of Family and Consumer Sciences, Faculty of Human Ecology, IPB UniversityJournal of Consumer Sciences2460-89632025-07-0110210.29244/jcs.10.2.276-298Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce PlatformsRidho Bramulya Ikhsan0Nuraini Sari1Erick Fernando2Juliater Simarmata3Management Department & Accounting Department, Binus Online Learning, Bina Nusantara University, Jakarta, IndonesiaManagement Department & Accounting Department, Binus Online Learning, Bina Nusantara University, Jakarta, IndonesiaDepartment of Information Systems, Faculty of Engineering and Informatics, Universitas Multimedia Nusantara, Tangerang, IndonesiaDepartment of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia Background: The development of e-commerce has been reported to influence consumer behavior in conducting transactions. In this context, direct interaction between buyers and sellers was very limited. Therefore, the seller's reputation was the primary factor used by consumers to assess the credibility and reliability of the e-commerce platform. Purpose: This research aimed to explore the influence of seller reputation on electronic word of mouth (e-WOM) with trust and satisfaction as mediators. Method: An online survey method was adopted, targeting a sample of 300 consumers who had experience transacting on e-commerce platforms in the Greater Jakarta area, and was determined using purposive sampling. Furthermore, the Partial Least Squares-Structural Equation Modeling statistical method provided answers to the research hypothesis. Findings: The results showed that all research hypotheses were accepted. Trust and satisfaction are complementary mediators of the relationship between seller reputation and e-WOM. Conclusions: Based on the results, seller reputation has a positive impact on e-WOM and strengthens the e-commerce ecosystem. Research implication: Sellers who proactively manage consumer reviews increase satisfaction and minimize the impact of negative e-WOM. For e-commerce platforms, implementing a stricter verification system for sellers provided credibility assurance. https://journal.ipb.ac.id/index.php/jcs/article/view/63089e-commercee-WOMretailsatisfactionseller reputationtrust |
| spellingShingle | Ridho Bramulya Ikhsan Nuraini Sari Erick Fernando Juliater Simarmata Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms Journal of Consumer Sciences e-commerce e-WOM retail satisfaction seller reputation trust |
| title | Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms |
| title_full | Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms |
| title_fullStr | Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms |
| title_full_unstemmed | Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms |
| title_short | Exploring the Influence of Seller Reputation on Electronic Word of Mouth (e-WOM): Emphasis on Consumer Trust and Satisfaction on E-Commerce Platforms |
| title_sort | exploring the influence of seller reputation on electronic word of mouth e wom emphasis on consumer trust and satisfaction on e commerce platforms |
| topic | e-commerce e-WOM retail satisfaction seller reputation trust |
| url | https://journal.ipb.ac.id/index.php/jcs/article/view/63089 |
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