Issues and Determinant Factors of Customer Feedback on E-Commerce (e-marketplace)

摘要

Feedback on e-commerce (e-marketplace) is popular nowadays, this way can help customers to buy products or services efficiently. With the increasing use of e-commerce (e-marketplace) the feedback given also various. So, it is important to find out what is the factors that influence a customer to give feedback on e-commerce (e-marketplace). This research uses a systematic literature review approach to answer the research question "what are the issues of giving feedback on e-commerce (e-marketplace)" and "what factors influence customers to give feedback on e-commerce (e-marketplace). With the systematic literature review approach, 43 key factors were found for the customer influence while giving feedback to e-commerce (e-marketplace) from 50 article papers. Also, the top 3 issues that need to be focused on the most are lack of information, no trust, and fake ratings, while the 3 most factors are information usefulness, trust, and perceived risk.