An Analysis of Indonesian Gen-Z in Using E-wallet and Its Impact on Impulsive Buying
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Aug 9, 2024
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Abstract
E-commerce has grown significantly in recent years, due to technological developments and a shifting consumer landscape. Along with this expansion, the introduction of digital methods of payment, such as e-wallets, has transformed the way online purchases are handled. E-wallets have given customers convenience, security, and more financial flexibility, resulting in an adjustment in consumer purchasing behavior within the e-commerce ecosystem. This study investigates the impact of an e-wallet (ShopeePay) adoption on impulse buying behavior in e-commerce (Shopee), specifically on Gen-Z users. This paper also examines if customers' satisfaction with utilizing e-wallets substantially impacts their impulsive purchasing behavior. PLS-SEM was performed using 280 valid responses from active ShopeePay Gen-Z consumers gathered via an online survey. The results revealed that perceived interactivity and subjective norm positively affected satisfaction with using an e-wallet, yet perceived risk had no significant effect on satisfaction with an e-wallet. Moreover, perceived interactivity, perceived risk, and subjective norms are found to significantly influence impulse buying, with satisfaction as the mediating variable.
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Chandra, S. A., Wismiarsi, T., & Basuki Prayitno, S. (2024). An Analysis of Indonesian Gen-Z in Using E-wallet and Its Impact on Impulsive Buying. Journal on Education, 7(1), 3989-4003. https://doi.org/10.31004/joe.v7i1.7000
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References
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Ajzen, I. (1991). The Theory of Planned Behavior.
Al-Swidi, A., Huque, S. M. R., Hafeez, M. H., & Shariff, M. N. M. (2014). The role of subjective norms in theory of planned behavior in the context of organic food consumption. British Food Journal, 116(10), 1561–1580. https://doi.org/10.1108/BFJ-05-2013-0105
Andrieu, M. (2001). The future of e-money: an international review of policy and regulatory issues.
Annur, C. (2020). Gen Z Paling Sering Gunakan Shopee Pay & E-money untuk Bertransaksi. https://databoks.katadata.co.id/datapublish/2020/11/03/gen-z-paling-sering-gunakan-shopee-pay-e-money-untuk-bertransaksi
AsiaQuest. (2020). ShopeePay is the Most Popular E-wallet Brand in Indonesia. https://aqi.co.id/en/news/shopeepay-menjadi-dompet-digital-terpopuler-di-indonesia
Ayuni, R. F. (2019). The online shopping habits and e-loyalty of gen Z as natives in the digital era. Journal of Indonesian Economy and Business, 34(2), 168–184. http://journal.ugm.ac.id/jieb
Bank Indonesia. (n.d.). Channels and Services. Retrieved May 9, 2023, from https://www.bi.go.id/en/fungsi-utama/sistem-pembayaran/ritel/kanal-layanan/default.aspx#floating-2
Ben Arfi, W., Ben Nasr, I., Khvatova, T., & Ben Zaied, Y. (2021). Understanding acceptance of eHealthcare by IoT natives and IoT immigrants: An integrated model of UTAUT, perceived risk, and financial cost. Technological Forecasting and Social Change, 163. https://doi.org/10.1016/j.techfore.2020.120437
Budiarani, V., Maulidan, R., Putra Setianto, D., & Widayanti, I. (2021). The Kano model: How the pandemic influences customer satisfaction with digital wallet services in Indonesia. Journal of Indonesian Economy and Business, 36(1). http://journal.ugm.ac.id/jieb
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
Chen, Y. S., & Chang, C. H. (2012). Enhance green purchase intentions: The roles of green perceived value, green perceived risk, and green trust. Management Decision, 50(3), 502–520. https://doi.org/10.1108/00251741211216250
Do, H. N., Shih, W., & Ha, Q. A. (2020a). Effects of mobile augmented reality apps on impulse buying behavior: An investigation in the tourism field. Heliyon, 6(8). https://doi.org/10.1016/j.heliyon.2020.e04667
Do, H. N., Shih, W., & Ha, Q. A. (2020b). Effects of mobile augmented reality apps on impulse buying behavior: An investigation in the tourism field. Heliyon, 6(8). https://doi.org/10.1016/j.heliyon.2020.e04667
Dub, L., & Rioux. (2001). The power of affective reports in predicting satisfaction judgments: The role of affective reports in predicting satisfaction fudgements. In Advances in Consumer Research, 17.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing A conceptual model and implications. In Journal of Business Research, 54.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology and Marketing, 20(2), 139–150. https://doi.org/10.1002/mar.10064
European Travel Commission. (2020). Study on Generation Z travelers: A handbook produced for the European Travel Commission (ETC) by TOPOSOPHY Ltd. European Travel Commission (ETC).
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2016). The relationship of customer perceived risk and customer satisfaction. Mediterranean Journal of Social Sciences. https://doi.org/10.5901/mjss.2016.v7n1s1p161
Gogoi, B. (2017). International review of management and marketing effect of store design on perceived crowding and impulse buying behavior. International Review of Management and Marketing, 7(2), 180–186. http://www.econjournals.com
Gustavsen, P., & Tilley, E. (2003). Public relations communication through corporate websites: Towards an understanding of the role of interactivity. http://praxis.massey.ac.nz/fileadmin/Praxis/Files/Journal_Files/issue1/refereed_a rticles_paper5.pdf
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review, 31(1), 2–24. Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018- 0203
Hasanuddin, P., Lilik, A., Riset, P. T., Nugroho, H., Ekoputri, A. W., & Halim, T. (2016). Indonesia 2020: The urban middle-class millennials. www.alvara-strategic.com
Hsu, M. H., Chang, C. M., Lin, H. C., & Lin, Y. W. (2015). Determinants of continued use of social media: the perspectives of uses and gratifications theory and perceived interactivity. Information Research, 20(2), 1–14. http://ezproxy.library.arizona.edu/login?url=https://search.ebscohost.com/login.a spx?direct=true&db=asn&AN=110284336&site=ehost-live
International Trade Administration. (2020). Indonesia e-wallet market. https://www.trade.gov/market-intelligence/indonesia-e-wallet-market
Iyer, G. R., Blut, M., Xiao, S. H., & Grewal, D. (2020). Impulse buying: a meta-analytic review. In Journal of the Academy of Marketing Science, 48(3), 384–404. https://doi.org/10.1007/s11747-019-00670-w
Jin, N. (Paul), Line, N. D., & Merkebu, J. (2016). The Impact of brand prestige on trust, perceived risk, satisfaction, and loyalty in upscale restaurants. Journal of Hospitality Marketing and Management, 25(5), 523–546. https://doi.org/10.1080/19368623.2015.1063469
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Kim, E., Ham, S., Yang, I. S., & Choi, J. G. (2013). The roles of attitude, subjective norm, and perceived behavioral control in the formation of consumers’ behavioral intentions to read menu labels in the restaurant industry. International Journal of Hospitality Management, 35, 203–213. https://doi.org/10.1016/j.ijhm.2013.06.008
Kurniawan, A. (2022). Hikmah pandemi Covid-19 dompet digital naik daun. https://www.djkn.kemenkeu.go.id/kpknl-semarang/baca-artikel/14974/Hikmah-Pandemi-Covid-19-Dompet-Digital-Naik-Daun.html
Lee, Y. Y., Gan, C. L., & Liew, T. W. (2022). Do E-wallets trigger impulse purchases? An analysis of Malaysian Gen-Y and Gen-Z consumers. Journal of Marketing Analytics. https://doi.org/10.1057/s41270-022-00164-9
Lin, C. H., & Chuang, S. C. (n.d.). The effect of individual diffe.
Lin, H. C., & Chang, C. M. (2018). What motivates health information exchange in social media? The roles of the social cognitive theory and perceived interactivity. Information and Management, 55(6), 771–780. https://doi.org/10.1016/j.im.2018.03.006
Lin, S. C., Tseng, H. T., Shirazi, F., Hajli, N., & Tsai, P. T. (2022). Exploring factors influencing impulse buying in live streaming shopping: a stimulus-organism-response (SOR) perspective. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-12-2021-0903
Liu, Q., Shao, Z., Tang, J., & Fan, W. (2019). Examining the influential factors for continued social media use: A comparison of social networking and microblogging. Industrial Management and Data Systems, 119(5), 1104–1127. https://doi.org/10.1108/IMDS-05-2018-0221
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of instore evaluations and behavior.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. An approach to environmental psychology. The MIT Press.
Miao, M., Jalees, T., Qabool, S., & Zaman, S. I. (2020). The effects of personality, culture and store stimuli on impulsive buying behavior: Evidence from emerging market of Pakistan. Asia Pacific Journal of Marketing and Logistics, 32(1), 188– 204. https://doi.org/10.1108/APJML-09-2018-0377
Ojo, A. O., Fawehinmi, O., Ojo, O. T., Arasanmi, C., & Tan, C. N. L. (2022). Consumer usage intention of electronic wallets during the COVID-19 pandemic in Malaysia. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2056964
Oliver, R., Rust, R., & Varki, S. (1997). Customer Deli&t: Foundations, findings, and managerial Ir&ght. New Zealand. Journal of Retailing, 73(3).
Parboteeah, D. V., Valacich, J. S., & Wells, J. D. (2009). The influence of website characteristics on a consumer’s urge to buy impulsively. Information Systems Research, 20(1), 60–78. https://doi.org/10.1287/isre.1070.0157
Phonthanukitithaworn, C., & Sellitto, C. (2017). Facebook as a second screen: An influence on sport consumer satisfaction and behavioral intention. Telematics and Informatics, 34(8), 1477–1487. https://doi.org/10.1016/j.tele.2017.06.011
Priporas, C. V., Stylos, N., & Fotiadis, A. K. (2017). Generation Z consumers’ expectations of interactions in smart retailing: A future agenda. Computers in Human Behavior, 77, 374–381. https://doi.org/10.1016/j.chb.2017.01.058
Ridgway, N. M., Dawson, S. A., & Bloch, P. H. (1989). Pleasure and arousal in the marketplace: interpersonal differences in approach-avoidance responses. In Marketing Letters, 1(2). Kluwer Academic Publishers.
Rook, D. W. (1987). The Buying Impulse. Journal of Consumer Research, 14(2). https://about.jstor.org/terms
Sikri, A., Dalal, S., Singh, N. P., & Le, D. (2019). Mapping of e‐wallets with features. Cyber security in parallel and distributed computing, 245–261. Wiley. https://doi.org/10.1002/9781119488330.ch16
Song, J. H., & Zinkhan, G. M. (2008). Determinants of Perceived Web Site Interactivity. Journal of Marketing, 72, 99–113.
Tashandra, N. (2018). 80 Persen Konsumen Belanja Online Orang Muda dan Wanita.
Verhagen, T., & Van Dolen, W. (2011). The influence of online store beliefs on consumer online impulse buying: A model and empirical application. Information and Management, 48(8), 320–327. https://doi.org/10.1016/j.im.2011.08.001
Verplanken, B., & Sato, A. (2011). The psychology of impulse buying: An integrative self-regulation approach. Journal of Consumer Policy, 34(2), 197–210. https://doi.org/10.1007/s10603-011-9158-5
Wulandari, C. (2023a). Dompet digital naik daun, membetot minat kala pandemi. Bank Indonesia. https://lifestyle.kompas.com/read/2018/03/22/155001820/80-persen-konsumen-belanja-online-orang-muda-dan-wanita?page=al
Yoo, W. S., Lee, Y., & Park, J. K. (2010). The role of interactivity in e-tailing: Creating value and increasing satisfaction. Journal of Retailing and Consumer Services, 17(2), 89–96. https://doi.org/10.1016/j.jretconser.2009.10.003
Zafiropoulos, C., Vrana, V., Karystinaiou, D., Zafiropoulos, C., & Vrana, V. (2007). Differentiations between Expected and Perceived Interactivity in Hotel Websites. Association for Information Systems AIS Electronic Library (AISeL). http://aisel.aisnet.org/ecis2007http://aisel.aisnet.org/ecis2007/143
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
Ahdiat, A. (2023). 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023. https://databoks.katadata.co.id/datapublish/2023/05/03/5-e-commerce-dengan-pengunjung-terbanyak-kuartal-i-2023
Ajzen, I. (1991). The Theory of Planned Behavior.
Al-Swidi, A., Huque, S. M. R., Hafeez, M. H., & Shariff, M. N. M. (2014). The role of subjective norms in theory of planned behavior in the context of organic food consumption. British Food Journal, 116(10), 1561–1580. https://doi.org/10.1108/BFJ-05-2013-0105
Andrieu, M. (2001). The future of e-money: an international review of policy and regulatory issues.
Annur, C. (2020). Gen Z Paling Sering Gunakan Shopee Pay & E-money untuk Bertransaksi. https://databoks.katadata.co.id/datapublish/2020/11/03/gen-z-paling-sering-gunakan-shopee-pay-e-money-untuk-bertransaksi
AsiaQuest. (2020). ShopeePay is the Most Popular E-wallet Brand in Indonesia. https://aqi.co.id/en/news/shopeepay-menjadi-dompet-digital-terpopuler-di-indonesia
Ayuni, R. F. (2019). The online shopping habits and e-loyalty of gen Z as natives in the digital era. Journal of Indonesian Economy and Business, 34(2), 168–184. http://journal.ugm.ac.id/jieb
Bank Indonesia. (n.d.). Channels and Services. Retrieved May 9, 2023, from https://www.bi.go.id/en/fungsi-utama/sistem-pembayaran/ritel/kanal-layanan/default.aspx#floating-2
Ben Arfi, W., Ben Nasr, I., Khvatova, T., & Ben Zaied, Y. (2021). Understanding acceptance of eHealthcare by IoT natives and IoT immigrants: An integrated model of UTAUT, perceived risk, and financial cost. Technological Forecasting and Social Change, 163. https://doi.org/10.1016/j.techfore.2020.120437
Budiarani, V., Maulidan, R., Putra Setianto, D., & Widayanti, I. (2021). The Kano model: How the pandemic influences customer satisfaction with digital wallet services in Indonesia. Journal of Indonesian Economy and Business, 36(1). http://journal.ugm.ac.id/jieb
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
Chen, Y. S., & Chang, C. H. (2012). Enhance green purchase intentions: The roles of green perceived value, green perceived risk, and green trust. Management Decision, 50(3), 502–520. https://doi.org/10.1108/00251741211216250
Do, H. N., Shih, W., & Ha, Q. A. (2020a). Effects of mobile augmented reality apps on impulse buying behavior: An investigation in the tourism field. Heliyon, 6(8). https://doi.org/10.1016/j.heliyon.2020.e04667
Do, H. N., Shih, W., & Ha, Q. A. (2020b). Effects of mobile augmented reality apps on impulse buying behavior: An investigation in the tourism field. Heliyon, 6(8). https://doi.org/10.1016/j.heliyon.2020.e04667
Dub, L., & Rioux. (2001). The power of affective reports in predicting satisfaction judgments: The role of affective reports in predicting satisfaction fudgements. In Advances in Consumer Research, 17.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing A conceptual model and implications. In Journal of Business Research, 54.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology and Marketing, 20(2), 139–150. https://doi.org/10.1002/mar.10064
European Travel Commission. (2020). Study on Generation Z travelers: A handbook produced for the European Travel Commission (ETC) by TOPOSOPHY Ltd. European Travel Commission (ETC).
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2016). The relationship of customer perceived risk and customer satisfaction. Mediterranean Journal of Social Sciences. https://doi.org/10.5901/mjss.2016.v7n1s1p161
Gogoi, B. (2017). International review of management and marketing effect of store design on perceived crowding and impulse buying behavior. International Review of Management and Marketing, 7(2), 180–186. http://www.econjournals.com
Gustavsen, P., & Tilley, E. (2003). Public relations communication through corporate websites: Towards an understanding of the role of interactivity. http://praxis.massey.ac.nz/fileadmin/Praxis/Files/Journal_Files/issue1/refereed_a rticles_paper5.pdf
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review, 31(1), 2–24. Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018- 0203
Hasanuddin, P., Lilik, A., Riset, P. T., Nugroho, H., Ekoputri, A. W., & Halim, T. (2016). Indonesia 2020: The urban middle-class millennials. www.alvara-strategic.com
Hsu, M. H., Chang, C. M., Lin, H. C., & Lin, Y. W. (2015). Determinants of continued use of social media: the perspectives of uses and gratifications theory and perceived interactivity. Information Research, 20(2), 1–14. http://ezproxy.library.arizona.edu/login?url=https://search.ebscohost.com/login.a spx?direct=true&db=asn&AN=110284336&site=ehost-live
International Trade Administration. (2020). Indonesia e-wallet market. https://www.trade.gov/market-intelligence/indonesia-e-wallet-market
Iyer, G. R., Blut, M., Xiao, S. H., & Grewal, D. (2020). Impulse buying: a meta-analytic review. In Journal of the Academy of Marketing Science, 48(3), 384–404. https://doi.org/10.1007/s11747-019-00670-w
Jin, N. (Paul), Line, N. D., & Merkebu, J. (2016). The Impact of brand prestige on trust, perceived risk, satisfaction, and loyalty in upscale restaurants. Journal of Hospitality Marketing and Management, 25(5), 523–546. https://doi.org/10.1080/19368623.2015.1063469
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Kim, E., Ham, S., Yang, I. S., & Choi, J. G. (2013). The roles of attitude, subjective norm, and perceived behavioral control in the formation of consumers’ behavioral intentions to read menu labels in the restaurant industry. International Journal of Hospitality Management, 35, 203–213. https://doi.org/10.1016/j.ijhm.2013.06.008
Kurniawan, A. (2022). Hikmah pandemi Covid-19 dompet digital naik daun. https://www.djkn.kemenkeu.go.id/kpknl-semarang/baca-artikel/14974/Hikmah-Pandemi-Covid-19-Dompet-Digital-Naik-Daun.html
Lee, Y. Y., Gan, C. L., & Liew, T. W. (2022). Do E-wallets trigger impulse purchases? An analysis of Malaysian Gen-Y and Gen-Z consumers. Journal of Marketing Analytics. https://doi.org/10.1057/s41270-022-00164-9
Lin, C. H., & Chuang, S. C. (n.d.). The effect of individual diffe.
Lin, H. C., & Chang, C. M. (2018). What motivates health information exchange in social media? The roles of the social cognitive theory and perceived interactivity. Information and Management, 55(6), 771–780. https://doi.org/10.1016/j.im.2018.03.006
Lin, S. C., Tseng, H. T., Shirazi, F., Hajli, N., & Tsai, P. T. (2022). Exploring factors influencing impulse buying in live streaming shopping: a stimulus-organism-response (SOR) perspective. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-12-2021-0903
Liu, Q., Shao, Z., Tang, J., & Fan, W. (2019). Examining the influential factors for continued social media use: A comparison of social networking and microblogging. Industrial Management and Data Systems, 119(5), 1104–1127. https://doi.org/10.1108/IMDS-05-2018-0221
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of instore evaluations and behavior.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. An approach to environmental psychology. The MIT Press.
Miao, M., Jalees, T., Qabool, S., & Zaman, S. I. (2020). The effects of personality, culture and store stimuli on impulsive buying behavior: Evidence from emerging market of Pakistan. Asia Pacific Journal of Marketing and Logistics, 32(1), 188– 204. https://doi.org/10.1108/APJML-09-2018-0377
Ojo, A. O., Fawehinmi, O., Ojo, O. T., Arasanmi, C., & Tan, C. N. L. (2022). Consumer usage intention of electronic wallets during the COVID-19 pandemic in Malaysia. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2056964
Oliver, R., Rust, R., & Varki, S. (1997). Customer Deli&t: Foundations, findings, and managerial Ir&ght. New Zealand. Journal of Retailing, 73(3).
Parboteeah, D. V., Valacich, J. S., & Wells, J. D. (2009). The influence of website characteristics on a consumer’s urge to buy impulsively. Information Systems Research, 20(1), 60–78. https://doi.org/10.1287/isre.1070.0157
Phonthanukitithaworn, C., & Sellitto, C. (2017). Facebook as a second screen: An influence on sport consumer satisfaction and behavioral intention. Telematics and Informatics, 34(8), 1477–1487. https://doi.org/10.1016/j.tele.2017.06.011
Priporas, C. V., Stylos, N., & Fotiadis, A. K. (2017). Generation Z consumers’ expectations of interactions in smart retailing: A future agenda. Computers in Human Behavior, 77, 374–381. https://doi.org/10.1016/j.chb.2017.01.058
Ridgway, N. M., Dawson, S. A., & Bloch, P. H. (1989). Pleasure and arousal in the marketplace: interpersonal differences in approach-avoidance responses. In Marketing Letters, 1(2). Kluwer Academic Publishers.
Rook, D. W. (1987). The Buying Impulse. Journal of Consumer Research, 14(2). https://about.jstor.org/terms
Sikri, A., Dalal, S., Singh, N. P., & Le, D. (2019). Mapping of e‐wallets with features. Cyber security in parallel and distributed computing, 245–261. Wiley. https://doi.org/10.1002/9781119488330.ch16
Song, J. H., & Zinkhan, G. M. (2008). Determinants of Perceived Web Site Interactivity. Journal of Marketing, 72, 99–113.
Tashandra, N. (2018). 80 Persen Konsumen Belanja Online Orang Muda dan Wanita.
Verhagen, T., & Van Dolen, W. (2011). The influence of online store beliefs on consumer online impulse buying: A model and empirical application. Information and Management, 48(8), 320–327. https://doi.org/10.1016/j.im.2011.08.001
Verplanken, B., & Sato, A. (2011). The psychology of impulse buying: An integrative self-regulation approach. Journal of Consumer Policy, 34(2), 197–210. https://doi.org/10.1007/s10603-011-9158-5
Wulandari, C. (2023a). Dompet digital naik daun, membetot minat kala pandemi. Bank Indonesia. https://lifestyle.kompas.com/read/2018/03/22/155001820/80-persen-konsumen-belanja-online-orang-muda-dan-wanita?page=al
Yoo, W. S., Lee, Y., & Park, J. K. (2010). The role of interactivity in e-tailing: Creating value and increasing satisfaction. Journal of Retailing and Consumer Services, 17(2), 89–96. https://doi.org/10.1016/j.jretconser.2009.10.003
Zafiropoulos, C., Vrana, V., Karystinaiou, D., Zafiropoulos, C., & Vrana, V. (2007). Differentiations between Expected and Perceived Interactivity in Hotel Websites. Association for Information Systems AIS Electronic Library (AISeL). http://aisel.aisnet.org/ecis2007http://aisel.aisnet.org/ecis2007/143
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911