Understanding customers’ intention to use social network sites as complaint channel: an analysis of young customers’ perspectives

Setiawan, Retno Agus and Setyohadi, Djoko Budiyanto and Pranowo, . (2018) Understanding customers’ intention to use social network sites as complaint channel: an analysis of young customers’ perspectives. In: The 2nd International Conference on Energy, Environmental and Information System (ICENIS 2017), 15-16 Agustus 2017, Semarang, Indonesia.

[img]
Preview
Text
35-understanding_customer.pdf

Download (718kB) | Preview
[img]
Preview
Text
Peer_review understanding_customer.pdf

Download (506kB) | Preview
[img]
Preview
Text
35-understanding_customer_turnitin.pdf

Download (3MB) | Preview

Abstract

Social network sites (SNSs) have grown rapidly in recent years. More and more companies have used SNSs as part of their business strategy. SNSs offer numerous advantages , especially in enhancing communication. SNSs have a potential as a new complaint channel for young customers to f ile their complaints to companies. The object ive of this study is to investigate the acceptance of SNSs as complaint channel based on TAM. A structured questionnaire was distributed to young participants, which collected 222 valid questionnaires. Furthermore, structural equation modeling was utilized to inves t igat e the structural model. The results revealed that perceived ease of use and perceived usefulness have a positive correlation on the attitude towards SNSs. While the attitude plays an important role in understanding c ustomers ’ intention to use SNSs to voice complaints. However perceived usefulness has no significant impact on intention to use. Limitations and further research were also discussed.

Item Type: Conference or Workshop Item (Paper)
Subjects: Teknik Informatika > Mobile Computing
Divisions: Fakultas Teknologi Industri > Teknik Informatika
Depositing User: wiwid bartolomeus wijayanto
Date Deposited: 08 Mar 2019 02:51
Last Modified: 08 Mar 2019 02:51
URI: http://e-journal.uajy.ac.id/id/eprint/17323

Actions (login required)

View Item View Item