Abstract
This article aims to examine the effect of buyer bad experience in online shopping, and the disappointment that has been experienced with the anxiety of consumers who buy goods through the online store platform. The study used a quantitative survey to a sample of 100 respondents selected by convenience in Indonesia. Data were collected using a questionnaire via Google Form, and then analyzed using Partial Least Square (PLS) assisted by Smart-PLS software. The analysis shows that bad experiences and disappointments felt by buyers have an impact on their anxiety. Poor packing, long arrival time, the quality of ordered goods which does not match the expectation as promised by the online seller, damage to goods when it arrives, and the mistakes in the number of goods had a significant effect on their anxiety level. The more often bad experiences experienced by buyers and the more often experienced disappointed in shopping online has the potential to drive the higher level of buyer anxiety.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
