Comparative Analysis of Customer Satisfaction with

E-Commerce in Korea, China, Turkey and Pakistan.

Adji Estu Pambudi Ari Azhari
Industrial Engineering Study Industrial Engineering Study Dedy Kurniadi
Program Program Industrial Engineering Study
Faculty of Engineering Faculty of Engineering Program
Mercubuana University Mercubuana University Faculty of Engineering
Jakarta Jakarta Mercubuana University
adji.estup@gmail.com ari.azhari1194@gmail.com Jakarta
kurniadedy19 @gmail.co m

Abstract — Development trading electronic has change
method business done all over the world. Study This focus on
relationships between website features with satisfaction
consumer in trading electronic cross- border between Korea and
China. Study done with compare consumer from the two
countries . Korean Wave and Agreement Trading Free Korea-
China have influence significant to preference consumer in buy
product from both countries. The trust , interactivity , and ease a
website has connection significant positive _ with satisfaction
consumers , which in turn relate positive with loyalty consumer .
In second group respondent , factor convenience is most
important predictor in satisfaction consumer in trading
electronic cross border. On study others , research highlight
importance understanding to consumers and internet use for
satisfaction customers in Turkey and Pakistan. There is
difference in level satisfaction B2C e-commerce customers
between the two countries . factors like quality product , service ,
system network and system payment influence level satisfaction
customer . Study This give outlook about influencing factors _
satisfaction consumer in trading electronic cross border as well
comparison in level satisfaction customer between Korea-China
and Turkey-Pakistan.
Keywords—E-Commerce; Satisfaction Customers ; ERPs
I. INTRODUCTION
Development trading electronic has change method
business done all over the world. Internet and technology
information has possible consumer For do transaction online
with _ easy and convenient . In context trading electronics ,
the website being one element key in intertwine connection
between customers and businesses . The features on the
website can influence satisfaction customers , which in turn
will impact on loyalty customer .
In research conducted by Ting and Inwoo (2016), they
discuss about connection between website features with
satisfaction customer . Study This done with compare
consumer of the two countries, ie China and Korea.
Comparison This based on characteristics trading electronic
cross borders and relationships historical , geographical , and
cultural between both countries. Korean Wave, which is
phenomenon culture influencing Korean popularity consumer
China , has influence to preference they in buy Korean
cosmetics and accessories . On the other hand , Korean
consumers are interested in the product agriculture and goods
artificial Chinese hands with price cheap . Agreement Trading
Free Korea-China also facilitates progress more carry on in
trading electronic cross border between both countries.
Study This aim For test hypothesis about connection
between website features with satisfaction consumer in trading
electronic cross- border between Korea and China. The factors
studied covers website trust , interactivity , convenience ,
satisfaction , and loyalty consumer . In study this , is used
method quantitative with use questionnaire as tool data
collection . Sample study consists of 403 subjects , with 200
respondents from Korea and 203 respondents from China .
II. LITERATURE REVIEW
A. E-Commerce
E-commerce, or electronic commerce, refers to activities
buying , selling , and exchanging products , services , and
information through internet network . This involve use
technology information and communication For do transaction
business in a manner electronics .
Laudon and Traver (2017) stated that e-commerce is the
process of buying , selling , transferring, or exchange product ,
service or _ information through network computers ,
including the internet.
According to Turban et al. (2015), e-commerce is the
process of buying , selling , or exchange products , services ,
and information through network computers , including the
internet.
Ecommerce Theory
A number of relevant theory _ in E-commerce include :
1. Theory Transaction Electronics : Theory This study
connection between seller and buyer in context transaction
electronics . This involve the elements like trust , risk ,
asymmetry information and profit possible economy _
obtained through transaction electronics .
2. Theory Reception Technology : Theory This study
influencing factors _ acceptance and adoption technology
by users . In E-commerce context , theory This discuss
 influencing factors _ user For accept and use E-commerce
platforms, such as perception about usability and
convenience usage .
Types of E-Commerce
E-commerce can distinguished based on various
classification , including :
1. B2C (Business-to-Consumer): This e-commerce involve
transaction between companies and consumers end . For
example is when a consumer buy product from online
stores like Amazon.
2. B2B (Business-to-Business): This e-commerce involve
transaction between two or more company . For example is
when company A buys material raw from company B via
E-commerce platform.
3. C2C (Consumer-to-Consumer): This e-commerce involve
transaction between consumer . For example is when
somebody sell goods the former through online auction
sites such as eBay.
4. C2B (Consumer-to-Business): This e-commerce involve
transactions in which the consumer offer product or
service to company . For example is when a photographer
independent offer service photography to company via an
E-commerce platform.
B. Case Comparison / Comparison Case
Case Comparison is method analysis used _ in study
scientific For compare a number of case or unit of
analysis . In Case Comparison, researcher learn similarities
and differences between cases the To use obtain more
understanding _ Good about something phenomenon or the
problem under study . Method This can used in various
field research , like sociology , science politics , economics
, and others.
The case comparison theory
There are several The theory that underlies Case
Comparison, including :
1. Theory Comparative : Theory This assume that
understanding about phenomenon under study can
obtained with compare cases that have different
characteristics . _ With notice the differences this ,
researcher can identify influencing factors _
phenomenon the .
2. Theory Case Critical : Theory This focus on selection
considered cases _ critical or important in researched
context . _ Researcher analyze cases This in a manner
deep For understand characteristics in particular and its
impact to moderate phenomenon _ learned .
3. Theory Contextual : Theory This put forward that
every case own context social , political , or unique
economy . _ In Case Comparison, researcher consider
difference contextual This For understand How factors
the affect phenomenon studied . _
Types of Case Comparisons
As for the types comparison case as following :
1. Case Selection: Methods This involve election relevant
cases _ For research . Election case can done based on
criteria certain , like variability , representivity , or
difference characteristics certain .
2. Case Matching: Methods This involve election case
that has similarity characteristics certain . Researcher
match cases the For analyze influence the different
variables on the phenomenon being researched .
3. Case Typology: Methods This involve formation types
different cases _ based on characteristics or relevant
variables . _ Researcher categorize cases to in types
this and analyze differences and similarities between
them .
How to do case comparisons
1. Define objective research : Identification phenomenon
or problem you want to study through Case
Comparison.
2. Choose relevant cases : Specify _ the cases you are
going to compare based on relevant criteria _ with
objective your research .
3. Collect data: Collect relevant data For every the case
you are going to analyze . Data got in the form of
quantitative and qualitative data , such as numbers ,
statistics , interviews , or document .
4. Analysis differences and similarities : Compare
selected cases and identification _ differences and
similarities in characteristics , context , or the variable
you are interested in .
5. Draw conclusions : Based on your analysis , pull
conclusion about influencing factors _ phenomenon or
problem you are researching .
III. CUSTOMER SATISFACTION WITH E-COMMERCE IN
KOREA, CHINA, TURKEY AND PAKISTAN
A. Korean & Chinese
Research conducted _ by Ting and Inwoo (2016),
discusses about connection between website features against
satisfaction customer . Studies done with make comparison
between consumer China and Korea do based on
characteristics trading electronic cross borders and
relationships historical , geographical , and cultural between
both countries. Korean Wave influence consumer China For
buy Korean cosmetics and accessories , meanwhile Korean
consumers are interested in the product agriculture and goods
artificial Chinese hands with price cheap . Agreement Trading
Free Korea-China facilitating progress more carry on in
trading trading electronic cross border between both countries.
A survey done For test hypothesis about trading
electronic cross border. Questionnaire consists of items for
measure website trust , interactivity , convenience ,
satisfaction , and loyalty . Convenient sample _ as many as
403 subjects (200 Korean respondents and 203 respondents
China ) participated in survey the . Internal consistency and
validity discriminant tested For construct level first . construct
models level second evaluated , and hypotheses tested use
coefficient path . Research results show that trust ,
interactivity , and convenience own connection significant
positive _ with satisfaction consumers , which in turn relate
positive with loyalty consumer .
Between third factor that , convenience is the most
important predictor in satisfaction consumer in trading
electronic cross border. Studies comparison between Korean
and Chinese respondents show that convenience is strongest
influence _ to satisfaction customer in second group the .
Understand factors This can help business increase satisfaction
consumer in trading electronic cross border.
B. Türkiye & Pakistan
Research conducted by Sahal and Mehmet (2015)
discusses about e-commerce with satisfaction customers in
Turkey and Pakistan.
Study the highlight importance understanding to
consumers and their use of the Internet For success and
growth business in cyberspace. Studies previously show that
success in reach profit superior economy is associated with
satisfaction customer . Use technology electronic in a manner
strategic can increase connection between customers and
business in a manner whole as well as create satisfaction
customers who can become base competition in virtual
industry and produce method business innovative for A
company .
Study this also shows that internet penetration in
Pakistan and Turkey still low compared to with developed
countries . because _ that 's important For do research and
promote encouraging projects _ development e-commerce
industry in both countries .
Method research used _ in study This is quantitative
with use questionnaire as tool data collection . A total of 229
respondents from Pakistan and Turkey filled in questionnaire
via email and social media like Facebook and LinkedIn. In
study that , done analysis comparison and contrast to level
satisfaction B2C e-commerce customers in the two countries .
Findings study show that there is difference in level
satisfaction B2C e-commerce customers between Pakistan and
Turkey. A number of influencing factors _ level satisfaction
B2C e-commerce customers are quality product , service ,
system network and system payment . This text also presents
results analysis comparison between both countries in matter
factors the .
In study this , in part big respondent aged 18-34 years
and have title bachelor or masters. Majority respondent is also
student . Analysis descriptive show that factors like
availability products , favorable prices , and time - saving
become motivation for respondent For shop online. However ,
disbelief to service full sell become possible factors _ obstruct
they For shop online.
Research results show that level satisfaction associated
B2C e-commerce customers with factors like quality product ,
service , system network and system payment . There is
difference in level satisfaction customer between Pakistan and
Turkey in matter services provided by e-commerce websites .
IV. CONCLUSIONS AND RECOMMENDATIONS
Korea & China: Research This show that convenience
is the most important factor in influence satisfaction consumer
in trading electronic cross- border between Korea and China.
Other factors are significant is trust and interactivity . Korean
Wave influence preference consumer in buy product certain
from Korea or China. Understand factors This can help
business increase satisfaction consumer in trading electronic
cross border between both countries.
Turkey & Pakistan: Research This show that there is
difference in level satisfaction B2C e-commerce customers
between Turkey and Pakistan. Influencing factors _ level
satisfaction customer covers quality product , service , system
network and system payment . Difference in level internet
penetration between both countries show importance do
research and promote encouraging projects _ development e-
commerce industry in Turkey and Pakistan.
BIBLIOGRAPHY
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