PENGARUH DIMENSI KEPERCAYAAN (TRUST) KONSUMEN TERHADAP KEPUASAN PELANGGAN PADA E-COMMERCE DI INDONESIA

Indirasari Cynthia Setyoparwati

doi:10.31955/mea.v3i3.165

Indirasari Cynthia Setyoparwati Universitas Airlangga

DOI: https://doi.org/10.31955/mea.v3i3.165

Abstract

The purpose of this study is to analyze the influence of ability, kindness, and vendor integrity or e-commerce on e-commerce customer satisfaction in Indonesia. The data used in the study were 200 questionnaires distributed to e-commerce users throughout Indonesia. The results of this study found that the ability variable was not significant for e-commerce customer satisfaction. Whereas, the variables of kindness and integrity have a significant effect on e-commerce customer satisfaction.

References

Aubert, B., & Kelsey, B. L. (2000). The illusion of trust and performance.

Avinandan, M., & Prithwiraj, N. (2003). A model of trust in online relationship banking. The International Journal of Bank Marketing, 21(1), 5-15.

Boerhanoeddin, Z. (2003). E-commerce in Indonesia.

Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic commerce research and applications, 2(3), 203-215.

Elvandari, S. D. (2012). Penerimaan Sistem Online Shopping berdasarkan Unified Theory of Acceptance and Usage of Technology. Integra, 1(1).

Ferraro, A. (1998). Electronic commerce: The issues and challenges to creating trust and a positive image in consumer sales on the world wide web. First Monday, 3(6).

Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. Omega, 32(6), 407-424.

Ghozali, I. (2004). Model Persamaan Struktural: Konsep dan Aplikasi dengan Program AMOS Ver. 5.0. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis 6th Edition. Pearson Prentice Hall. New Jersey. humans: Critique and reformulation. Journal of Abnormal Psychology, 87, 49-74.

Hasan, A. (2013). Marketing dan Kasus-Kasus Pilihan. Jakata: Caps Publishing.

Horppu, M., Kuivalainen, O., Tarkiainen, A., & Ellonen, H.-K. (2008). Online satisfaction, trust and loyalty, and the impact of the offline parent brand. Journal of Product & Brand Management, 17(6), 403-413.

Indrajit, R. E. (2001). E-commerce: Kiat dan Strategi Bisnis Di Dunia Maya. Jakarta: PT. Elexmedia Komputindo Kelompok Gramedia.

Javalgi, R., & Ramsey, R. (2001). Strategic issues of e-commerce as an alternative global distribution system. International marketing review, 18(4), 376-391.

Karmawan, I. G. M. (2014). Dampak Peningkatan Kepuasan Pelanggan dalam Proses Bisnis E-Commerce pada Perusahaan Amazon. com. ComTech: Computer, Mathematics and Engineering Applications, 5(2), 748-762.

Kim, Lee, K.-Y., Lee, D., Ferrin, D., & Rao, R. (2003). Trust, Risk and Benefit in Electronic Commerce: What Are the Relationships? AMCIS 2003 Proceedings, 22.

Kim, E., & Tadisina, S. (2003). Customers' initial trust in e-businesses: How to measure customers' initial trust. AMCIS 2003 Proceedings, 5.

Kotler, P., & Armstrong, G. (2008). Prinsip-prinsip Pemasaran, Jilid 1. Jakarta: Erlangga.

Laudon, K. C., & Laudon, J. P. (2000). Management Information Systems: Organization and Technology in the Networked Enterprise (6th ed.). New Jersey: Prentice Hall International.

Liao, Z., & Cheung, M. T. (2001). Internet-based e-shopping and consumer attitudes: an empirical study. Information & management, 38(5), 299-306.

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of management review, 20(3), 709-734.

Mcleod, R., & Schell, G. (2004). Management Information System (9th ed.). New Jersey: Prentice Hall.

Pavlou, P. A., & Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information systems research, 15(1), 37-59.

Suhari, Y. (2012). Kepercayaan Terhadap Internet Serta Pengaruhnya Pada Pencarian Informasi Dan Keingingan Membeli Secara Online.

Sunarto. (2006). Pengantar Manajemen. Bandung: Alfabeta.

Sunyoto, D. (2013). Perilaku Konsumen, CAPS (Center of Academy Publishing Service): Yogyakarta.

Sutabri, T. (2012). Analisis sistem informasi: Penerbit Andi.

Tjiptono, F., & Chandra, G. (2005). Service, quality & satisfaction. Yogyakarta: Andi Offset.

Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A proposed model of e-trust for electronic banking. Technovation, 23(11), 847-860.

Zendehdel, M., Paim, L., Bojei, J., & Osman, S. (2011). The effects of trust on online Malaysian students buying behavior. Australian Journal of Basic and Applied Sciences, 5(12), 1125-1132.