Proceedings of the 2nd International Conference on Multidisciplinary Sciences for Humanity in Society 5.0 Era (ICOMSH 2022)

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The Role of Online Customer Reviews in E-commerce

Authors
Rini Rahayu Kurniati1, *, Karina Utami Anastuti1
1Faculty of Administrative Sciences, Islamic University of Malang, Mayjen Haryono Street 193, Malang, 65144, East Java, Indonesia
*Corresponding author.
Corresponding Author
Rini Rahayu Kurniati
Available Online 25 March 2024.
DOI
10.2991/978-2-38476-204-0_4How to use a DOI?
Keywords
Online Customer Reviews; E-Commerce
Abstract

There are four (4) aspects in online customer review, namely (1) awareness, (2) frequency, (3) comparison, (4) effect. Online customer review is writing that explains the condition of a product that has been purchased by the buyer. The purpose of this research is to analyze the role of online customer reviews in e-commerce. This study uses a descriptive qualitative method with data collection using triangulation analytical techniques through the Manager of PT. Hyarta Danadipa Raya and online traditional market consumers as informants. The data sources used are secondary data and data collection methods with documentation used to investigate, find, describe, and analyze the research focus, namely: The role of online customer reviews in purchasing e-commerce through four aspects (1) awareness (awareness), (2) frequency (frequency), (3) comparison (comparison), (4) effect. The results show that the role of online customer reviews in e-commerce is: (1) Improving the quality of products and services. (2) Measuring customer satisfaction, (3) Other sources of customer information (4) Providing data in business decisions.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2nd International Conference on Multidisciplinary Sciences for Humanity in Society 5.0 Era (ICOMSH 2022)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
25 March 2024
ISBN
978-2-38476-204-0
ISSN
2352-5398
DOI
10.2991/978-2-38476-204-0_4How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Rini Rahayu Kurniati
AU  - Karina Utami Anastuti
PY  - 2024
DA  - 2024/03/25
TI  - The Role of Online Customer Reviews in E-commerce
BT  - Proceedings of the 2nd International Conference on Multidisciplinary Sciences for Humanity in Society 5.0 Era (ICOMSH 2022)
PB  - Atlantis Press
SP  - 40
EP  - 51
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-204-0_4
DO  - 10.2991/978-2-38476-204-0_4
ID  - Kurniati2024
ER  -