Title: Investigating customer satisfaction towards music website in Indonesia and India: a comparative study

Authors: Reni Diah Kusumawati; Teddy Oswari; Tristyanti Yusnitasari; Himanshu Dutt; Vijay Kumar Shukla

Addresses: Faculty of Economic, Gunadarma University, Depok, Indonesia ' Faculty of Economic, Gunadarma University, Depok, Indonesia ' Faculty of Computer Science and Information Technology, Gunadarma University, Depok, Indonesia ' Visiting Faculty, Jamia Millia Islamia (Central University), New Delhi, India ' Faculty of Economic, Army Institute of Management and Technology, New Delhi, India

Abstract: The development of information technology has become new world, and an infinite business network. One proof of these technologies is internet, which is causing information technology to make a positive impact, and changed lifestyle into modern societies. It has created new types of business opportunities where business transactions are increasingly being made electronically. The growing popularity of such websites shows a rise in their demand. This research places an effort to understand the effect of service quality on customer satisfaction on music product websites with respondents from Indonesia and India, and compares are there any differences in consumer attitudes. It was observed that responsiveness, assurance, and empathy affect on customer satisfaction of music product website and tangibles, reliability and responsiveness have the same impact for both countries, but assurance, empathy and customer satisfaction differ. This is an important milestone in understanding customer's intention in buying music online in both countries.

Keywords: customer satisfaction; service quality; music product; website; Indonesia; India.

DOI: 10.1504/IJDSSS.2020.106070

International Journal of Digital Signals and Smart Systems, 2020 Vol.4 No.1/2/3, pp.17 - 39

Received: 29 Jan 2019
Accepted: 02 Apr 2019
Published online: 27 Mar 2020 *