59 Total mean of influence of consumer decision is 3.74. Following to the likert
scale above, it shows that correspondents of this research are attending to “neutral”. The indicators show the almost of respondents are agree. Its explained
by Easy search access to affect me for shopping via the Internet is 3.70, Shopping online will save my time is 3.92, Shopping online is more convenient than
shopping online at mall is 3.66, Online shopping transaction costs cheaper than mall is 3.70, Shopping via the internet will be more efficient than in the store
mall is 3.88, I was doing transactions over the Internet will make it more efficient is 3.63, Shopping via the Internet does not require a lot of cost is 3.74.
2. Customer Service
a. Reliability and Responsiveness
Table 4.7
Question Mean
SD D
N A
SA TOTAL
I shop via the Internet for quick
online shop to handle complaints
from customers. 4.00
2 14
66 18
100
Online store offers special services
personal care to the customer
3.70 10
24 52
14 100
60 Continue table 4.7
Question Mean
SD D
N A
SA TOTAL
24-hour shopping access allows me to
do some shopping anytime and
anywhere, it affects my online shopping
decisions. 3.69
2 9
30 36
23 100
Quick delivery affects me for online
shopping. 3.64
5 11
21 41
22 100
Reputation and image of a good
online store to affect my shopping online.
3.69 4
5 29
42 20
100
Source: Processed data
Total mean of influence of consumer decision is 3.72. Following to the likert scale above, it shows that correspondents of this research are attending to
“neutral”. The indicators show the almost of respondents are neutral. Its explained I shop via the Internet for quick online shop to handle complaints from customers is
4.00, Online store offers special services personal care to the customer is 3.70, 24- hour shopping access allows me to do some shopping anytime and anywhere, it
affects my online shopping decisions is 3.69, Quick delivery affect me for online shopping is 3.64 , Reputation and image of a good online store to affect my
shopping online is 3.69, The existence of the call center to facilitate the consumers to ask and complain of grievances is 3.61, I shop online because the seller to serve
customers quickly is 3.74.
61
b. Form of Payment
Table 4.8
Question Mean
SD D
N A
SA TOTAL
Security of confidential customer
information untu affect my shopping
online. 3.58
4 13
22 43
18 100
Security in the delivery of goods to
consumers is important to me.
3.44 5
13 25
48 9
100
The availability of various payment
options Credit Debit Master card,
VISA, Paypal, sending payments,
etc. affect me for online shopping.
3.70 3
12 22
38 25
100
Security of transactions via the
Internet in influencing me to
shopping online. 3.56
2 2
24 7
25 100
I believe internet security internet
security when using a credit card to pay
on the internet 3.67
4 6
28 43
19 100
Access a faster payments affect me
for online shopping. 3.65
2 11
26 42
19 100
Security when buying products through the
Internet 3.68
2 8
24 52
14 100
Total 3.61
Source: Processed data
62 Total mean of form of payment from third variable that is customer service is
3.61. Following to the likert scale above, it shows that correspondents of this research are attending to “neutral”. The indicators show the almost of respondents
are agree. Its explained Security of confidential customer information untu affect my shopping online is 3.58, Security in the delivery of goods to consumers is
important to me is 3.44, The availability of various payment options Credit Debit Master card, VISA, Paypal, sending payments, etc. affect me for online shopping
is 3.70, Security of transactions via the Internet in influencing me to shopping online is 3.56, I believe internet security internet security when using a credit card
to pay on the internet is 3.67, Access a faster payments affect me for online shopping is 3.65, Security when buying products through the Internet is 3.68.
63
3. The influence of consumer decision on online shopping
