Thesis

Factors Influencing Customer Satisfaction when Buying Skincare Products through TikTok in Jakarta

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The number of TikTok users in Indonesia, which has grown rapidly in recent years, has opened up
business opportunities to reach customers anywhere and at any time. This study examines the factors
that affect customer satisfaction when purchasing skincare products on TikTok social media in Jakarta. In
addition, we will adopt the factors influencing the customer satisfaction model from research conducted
by To et al. in Vietnam. The model will be used to further analyze consumer satisfaction when buying
Skincare Products on TikTok in Jakarta. PLS-SEM or partial least squares structural equation modeling was
used to analyze the model, and the SmartPLS tool was used to process the data. A snowball sampling
method was used to collect the data, and 162 respondents in Jakarta provided usable data, which were
then analyzed to determine its reliability, discriminant validity, structural model analysis, path
coefficients, and t-statistics. The results indicate that trust and experience have a significant impact on
Consumer Satisfaction during Buying Skincare Products on TikTok. However, the other variables, such as
product, price, and convenience, do not significantly influence consumer satisfaction.

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Availability

Detail Information

Series Title

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Call Number

BE 23-006

Publisher

i3L, Jakarta : i3L, Jakarta., 2023

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Social media
Consumer Satisfaction
Skincare Products
TikTok in Jakarta

Specific Detail Info

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Statement of Responsibility

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Other version/related

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