Predictors of Perceived Customer Experience and Perceived Trust: Purchase Legal Woods Online on Web-Commerce

This study investigates the impact of e-service quality and information quality on online customer experience and perceived trust in online legal timber. The population in this study were consumers who had purchased legal wood on web-commerce with a total sample of 156 people and were selected using an accidental sampling technique. Empirical data was obtained from a questionnaire distributed to consumers who use web commerce and have purchased legal wood online. The data analysis method uses component-based structural equation modelling. The findings of this study indicate that e-service quality and information quality do not influence online customer experience perceptions. However, we found that e-service quality positively and significantly impacts customers’ perceived trust. Furthermore, information quality has a positive and significant effect on perceived trust, while online customer experience does not affect perceived trust. Therefore, the results of this research can be helpful in legal wood companies that sell online to find out the factors that significantly impact customer trust in web commerce.