Analysis of Social Support, Customer Review Quality, Social Commerce Trust on E-Commerce Satisfaction Study Tokopedia in Indonesia

This study aims to determine how social support, customer review quality, social commerce trust, and e-commerce satisfaction are at Tokopedia Indonesia. The authors choose Tokopedia because Tokopedia is an e-commerce from Indonesia and is influential not only in Indonesia but in Southeast Asia. Tokopedia also supports Micro, Small, and Medium Enterprises and individuals to develop their businesses by marketing their products online with the Government and other parties.

The method used for this research is quantitative. It was then analyzed using the PLS technique, factor analysis, and hypothesis testing. The unit of analysis in this study is the consumer from Tokopedia.

The data support hypothesis H1 that social support has a positive effect on social commerce trust, H2 supports the hypothesis that customer review quality has a positive influence on social commerce trust, as well as H3 supports the idea that social commerce trust has a positive effect on e-commerce satisfaction.