Kepercayaan-El (E-Trust) Mahasiswi-Pekerja di Tangerang Selatan Terhadap Niaga-El Shopee
DOI:
https://doi.org/10.53866/jimi.v3i1.21Keywords:
PeSQ, e-Satisfaction, e-Trust, e-CommerceAbstract
This study examines perceived electronic Service Quality (PeSQ) and e-Satisfaction concerning e-Trust in Shopee e-commerce. The population in this study was all student-workers at Pamulang University, who were Shopee users with 149 respondents. This study uses a quantitative descriptive method with non-probability sampling, simple regression analysis, and multiple regression analysis using the SPSS program. The results of this study indicate that Perceived electronic Service Quality (PeSQ) and e-Satisfaction have a positive and significant influence on student-worker e-Trust, either partially or simultaneously.
References
Abdu’a, A., & Wasiyanti, S. (2019). Pengukuran Kualitas E-Commerce Shopee Terhadap KepuasanPengguna Menggunakan Metode Webqual 4.0. Paradigma- Jurnal Komputer dan Informatika, 21(2), 143-148.doi:10.31294/p.v21i2.6357.
Arifianto, C. F. & Pratiwi, Y. E. (2021). Lazada, Shoppe atau Tokopedia? Sebuah Preferensi Lokapasar oleh Mahasiswa-Pekerja di Area Tangerang Raya. Jurnal Pendidikan dan Kewirausahaan, 9(1), 168-188. doi: https://doi.org/10.47668/pkwu.v9i1.191.
Asih, N. S. (2016). Pengaruh pelayanan prima (Service Excellence) terhadap kepuasan pelanggan Salon Agata Singaraja. Jurnal Program Studi Pendidikan Ekonomi, 7(2).
Azam, A., Qiang, F., & Abdullah, M. I. (2012). E-satisfaction in Business-to-Consumer Electronic Commerce. The Business & Management Review, 13(1), 18-26.
Cui, W., Shen, H., Yan, Y., Q., & Huang, S., (2020). The Impact of E-service quality in P2P accommodations on Customer Behavior Intention: Evidence from Chinese Customers. Revista Argentina de Clínica Psicológica, XXIX(5), 296-319.
Ebrahim, R. (2019). The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty. Journal of Relationship Marketing, 19(3), 1-22. doi: http://dx.doi.org/10.1080/15332667.2019.1705742.
Fajariah, F. (2019) Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Kepercayaan Passenger PT Garuda Indonesia (Persero). Valid Jurnal Ilmiah. 16(2), 136-151.
Gefen, D. & Straub, D. (2003). Managing user trust in B2C e-services. e-Service Journal, 2(2), 7-24. doi: https://doi.org/10.2979/esj.2003.2.2.7.
Haudy, Y. (2018, Desember 17). Beda Marketplace dengan Niaga-el di Bisnis Daring. Kompasiana.https://www.kompasiana.com/yana65241/5c1749f4ab12ae4cc2482fc4/beda-marketplace-dengan-niaga-el-di-bisnis-daring.
Indrasari, M. (2019). Pemasaran dan kepuasan pelanggan. Surabaya: Unitomo Press.
Li, F. & Betts, S. C. (2003). Trust: What it is and what it is not. International Business & Economics Research Journal (IBER), 2(7), 67-75. doi: http://dx.doi.org/10.19030/iber.v2i7.3825.
Mahendra, K. & Indriyani, R. (2018). Pengaruh kepercayaan pelanggan terhadap kepuasan pelanggan CV Mitra Perkasa Utomo. AGORA, 7(1). http://publication.petra.ac.id/index.php/manajemen-bisnis/article/view/7800/7033.
Meidita, Y., Suprapto., & Rokhmawati, R. I. (2018) Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan dan Loyalitas Pelanggan pada E-Commerce (Studi Kasus: Shopee). Jurnal Pengembangan Teknologi dan Ilmu Komputer, 2(11), 5682-5690.
Moez, L. & Gharbi, J. (2012). E-satisfaction and e-loyalty of consumers shopping online. Journal of Internet Banking and Commerce, 17(1), 1-20.
Nurhadi & Azis., A. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan Kesetiaan Konsumen. Jurnal Economia, 14 (1), 89-98. doi: http://dx.doi.org/10.21831/economia.v14i1.13130.
Parasuraman, A. Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
------------------------------------------------------- (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Picaully, M., R. (2018). Pengaruh Kepercayaan Pelanggan Terhadap Niat Pembelian Gadget Di Shopee Indonesia. Jurnal Manajemen Maranatha, 18(1), 31-40. doi: https://doi.org/10.28932/jmm.v18i1.1094.
Putra, I M., Dantes, G., & Candiasa, I M. (2017). Model pengukuran tingkat kepercayaan pelanggan (online trust) terhadap situs e-commerce (Studi kasus pada pelanggan e-commerce di Provinsi Bali). Journal of Natural Science and Engineering, 1(3), 100-109.
Rao, P. H. (2008). Predictive Modelling in Strategic Marketing. New Delhi: PHI Learning Pvt. Ltd.
Rareş, O. D. (2014). Measuring perceived service quality offline vs online: a new PeSQ conceptual model. Procedia Economics and Finance, 15, 538-551. doi: https://doi.org/10.1016/S2212-5671(14)00505-X.
Romi, M. & Yunani. (2021). Pengaruh Kualitas Pelayanan dan Kepuasan terhadap Kepercayaan Muzakki pada Badan Amil Zakat Nasional Kota Pekanbaru. Finest, 5(1), 51-69.
Svobodová, Z., & Rajchlová, J. (2020). Strategic Behavior Of E-Commerce Businesses In Online Industry Of Electronics From A Customer Perspective. Administrative Sciences, 10(4), 78. doi: https://doi.org/10.3390/admsci10040078.
Syafriza, Y., & Widodo, T. (2018). Pengaruh kepuasan pelanggan terhadap loyalitas pelanggan dan kepercayaan untuk meningkatkan repurchase (Study pada Lazada.Co.Id). e-Proceeding of Management, 5(3), 3210-321.
Wijaya, D., W., & Wibawa, A., P. (2020). Manakah yang lebih diminati masyarakat?: Bukalapak, Tokopedia atau Shopee. Performance, 27(2), 13-22.
Zeitahml, V. A., Berry, L. L., Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. doi: https://doi.org/10.2307/1251929.
Downloads
Published
Issue
Section
License
Copyright (c) 2021 Chandra Arifianto, Yuli Pratiwi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
