Analysis of The Effect of E-Servicescape on Repurchase Intention: The Role Of Trust as a Mediation Variable

Yunita Anggarini

Abstract


Penerapan aplikasi “e-wallet†Dana dirancang dengan menggunakan konsep e-servicescape untuk menarik perhatian para pengguna dan menciptakan respon positif. Penelitian ini bertujuan untuk mengungkap pengaruh langsung e-servicescape pada niat berperilaku, maupun pengaruh tidak langsung dengan kepercayaan sebagai variable mediasi. Penelitian ini melibatkan 200 responden sebagai data yang diperoleh melalui kuseioner online. Populasi penelitian ini adalah seluruh mahasiswa di Yogyakarta dengan sampel mahasiswa yang menggunakan aplikasi Dana dengan minimal 2 kali transaksi.

Alat analisa yang digunakan adalah dengan software SmartPLS 3.6.5 dengan metode analisis Structural Equation Model (SEM). Hasil dari penelitian ini adalah:  Variabel e-servicescape berpengaruh positif dan signifikan terhadap niat beli ulang; e-servicescape berpengaruh positif dan signifikan terhadap kepercayaan; kepercayaan memiliki peran parsial mediasi pada hubungan variabel e-servicescape terhadap niat beli ulang. Studi ini menggambarkan bagaimana peran e-serviescape dalam mempengaruhi niat perilaku ulang para pengguna. Studi ini mengungkap hubungan yang bersifat langsung dan tidak langsung dari e-serviescape terhadap berbagai respon konsumen yang penting, yakni kepercayaan dan niat berperilaku ulang.


Keywords


Technology Acceptance Model, e-servicescape, kepercayaan konsumen, niat beli ulang.

Full Text:

PDF

References


Akbar, R. (2018). Pengaruh Inovasi Produk dan Selebriti Endorser terhadap Niat Beli Ulang Sepeda Motor Otomatis Honda. BISMA (Bisnis Dan Manajemen), 8(1). https://doi.org/10.26740/bisma.v8n1.p43-49

Alalwan, A.A., 2018. Investigating the impact of social media advertising features on customer purchase intention. Int. J. Inf. Manag. 42, 65–77.

Alalwan, A.A., Rana, N.P., Dwivedi, Y.K., Algharabat, R., 2017. Social media in marketing: a review and analysis of the existing literature. Telematics Inf. 34, 1177–1190.

Alam, S. S., & Yasin, N. M. (2010). What factors influence online brand trust: Evidence from online tickets buyers in Malaysia. Journal of Theoretical and Applied Electronic Commerce Research, 5(3), 78–89. https://doi.org/10.4067/S0718-18762010000300008

Bao, Z., & Huang, T. (2017). Exploring stickiness intention of B2C online shopping malls: A perspective from information quality. International Journal of Web Information Systems.

Basha, M.B., Mason, C., Shamsudin, M.F., Hussain, H.I., Salem, .A., 2015. Consumers attitude towards organic food. Procedia Econ. Fin. 31, 444–452. https://doi.org/ 10.1016/S2212-5671(15)01219-8.

Bock, G. W., Lee, J., Kuan, H. H., & Kim, J. H. (2012). The progression of online trust in the multi-channel retailer context and the role of product uncertainty. Decision Support Systems, 53(1), 97–107. https://doi.org/10.1016/j.dss.2011.12.007

Bernarto, I., Wilson, N., & Suryawan, I. N. (2019). Pengaruh Website Design Quality, Service Quality, Trust Dan Satisfaction Terhadap Repurchase Intention (Studi Kasus: Tokopedia.Com). Jurnal Manajemen Indonesia, 19(1). https://doi.org/10.25124/jmi.v19i1.1987

Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2). https://doi.org/10.1177/002224299205600205

Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7). https://doi.org/10.1108/IJBM-09-2018-0256

Cheung, C. M. K., & Limayem, M. (2005). The role of habit in information systems continuance: Examining the evolving relationship between intention and usage. Association for Information Systems - 26th International Conference on Information Systems, ICIS 2005: Forever New Frontiers.

Cohen, Jacob (1978), Partialed Product Are Interactions; Partialed Powers Are Curve Components, Psychological Bulletin, 85 (4), pp 858-866.

Davis, Jr., F. D. (1986). A technology acceptance model for empirically testing new end-user information systems: Theory and results [Dissertation]. Doctoral Dissertation, Massachusetts Institute of Technology.

Eroglu SA, Machleit KA, Davis LM (2001) Atmospheric qualities of online retailing: a conceptual model and implications. J Bus Res 54(2):177–184. doi:10.1016/S0148-2963(99)00087-9

Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3). https://doi.org/10.1108/08876041011040631

Lawrence, D., & Tavakol, S. (2007). Balanced Website Design. In Balanced Website Design. https://doi.org/10.1007/978-1-84628-795-4

Liao, S. H., Chung, Y. C., & Chang, W. J. (2019). Interactivity, engagement, trust, purchase intention and word-of-mouth: A moderated mediation study. International Journal of Services, Technology and Management, 25(2). https://doi.org/10.1504/IJSTM.2019.098203

McKnight, D. H., & Chervany, N. L. (2000). What is Trust ? A Conceptual Analysis and an Interdisciplinary Model. Proceedings of the 2000 Americas Conference on Information Systems AMCI2000 AIS Long Beach CA August 2000, 346.

Nisa, U. K. (2020). Pengaruh Hubungan Technology Accepted Model (TAM), Social Influence dan Security terhadap Intention to use E-wallet di Kota Malang dengan attitude dan trust sebagai variabel intervening. Skripsi.

Oebit, Z. (2018). Pengaruh E-Servicescape terhadap Trust dan Dampaknya pada Repurchase Intention. Jurnal Sistem Informasi, 14(2). https://doi.org/10.21609/jsi.v14i2.698

Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3). https://doi.org/10.1080/10864415.2003.11044275

Permana, Y. (2021). The Effect of E-Servicescape and Information Quality on Gen Y Repurchasing Intention in Lazada Online Shopping Application in Padang City with Online Trust as Mediation Variable.

Santoso, B. (2004). Pengaruh Perceived Usefulness , Perceived Ease Of Use , Dan Perceived Enjoyment Terhadap Penerimaan Teknologi Informasi (Studi Empiris di Kabupaten Sragen). Studi, Jurnal Indonesia, Akuntansi, 1998.

Tran, G. A., & Strutton, D. (2020). Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM. Journal of Retailing and Consumer Services, 53. https://doi.org/10.1016/j.jretconser.2019.03.009

Tri Kurniawati, D., & Yadi Yaakop, A. (2021). the Effect of E-Servicescape Dimensions on Customer Trust of Tokopedia E-Store During Covid-19 Pandemic. Jurnal Aplikasi Manajemen, 19(1), 1–10. https://doi.org/10.21776/ub.jam.2021.019.01.01

Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415. https://doi.org/10.1108/MIP-02-2019-0072

Yu, M., et al., (2020) Organic food corporate image and customer co-developing behavior: The mediating role of consumer trust and purchase intention, Journal of Retailing and Consumer Services




DOI: http://dx.doi.org/10.30659/ekobis.23.1.41-55

Refbacks

  • There are currently no refbacks.


Creative Commons License

Jurnal Ekonomi dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats