The Impact of Bad Experience, Disappointment, and Shopping Intensity on Digital Shoppers’ Anxiety

DOI

10.2991/assehr.k.200120.041How to use a DOI?

Keywords

bad experience, online shopping, anxiety, latent construct

Abstract

This article aims to examine the effect of buyer bad experience in online shopping, and the disappointment that has been experienced with the anxiety of consumers who buy goods through the online store platform. The study used a quantitative survey to a sample of 100 respondents selected by convenience in Indonesia. Data were collected using a questionnaire via Google Form, and then analyzed using Partial Least Square (PLS) assisted by Smart-PLS software. The analysis shows that bad experiences and disappointments felt by buyers have an impact on their anxiety. Poor packing, long arrival time, the quality of ordered goods which does not match the expectation as promised by the online seller, damage to goods when it arrives, and the mistakes in the number of goods had a significant effect on their anxiety level. The more often bad experiences experienced by buyers and the more often experienced disappointed in shopping online has the potential to drive the higher level of buyer anxiety.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Widayat
AU  - Alfina Diana Irfani
PY  - 2020
DA  - 2020/01/22
TI  - The Impact of Bad Experience, Disappointment, and Shopping Intensity on Digital Shoppers’ Anxiety
BT  - Proceedings of the 5th ASEAN Conference on Psychology, Counselling, and Humanities (ACPCH 2019)
PB  - Atlantis Press
SP  - 195
EP  - 200
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200120.041
DO  - 10.2991/assehr.k.200120.041
ID  - 2020
ER  -