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Siahaan, Dulvan
Pengaruh karakteristik social commerce ( S-commerce) terhadap consumers trust dan trust performance pada media sosial = Effects characteristics of social commerce (S-commerce) on consumers trust and trust performance in social media
"ABSTRAK
Penelitian ini bertujuan untuk membuktikan pengaruh positif dan signifikan dari variabel karakteristik social commerce (s-commerce) yang terdiri dari reputation, size, information quality, transaction safety, communication, economic feasibility dan word of mouth referral terhadap trust, serta variabel trust terhadap trust performance yakni purchase intention dan word of mouth intention pada media sosial. Penelitian ini menggunakan desain penelitian eksploratif dan deskriptif yang dilakukan satu kali dalam satu periode. Responden penelitian ini diambil dengan metode survey dengan alat bantu kuesioner terhadap social media user dengan aktivitas online shop. Model penelitian dengan sembilan hipotesis diuji menggunakan Structural Equation Modelling (SEM). Hasil penelitian menunjukan bahwa reputation, economic feasibility dan transaction safety berpengaruh signifikan dan positif terhadap trust pada media sosial. size, communication dan information quality tidak memiliki pengaruh terhadap trust pada media sosial serta trust berpengaruh signifikan dan positif terhadap purchase intention dan word of mouth intention.
ABSTRACT
The purpose of this study is to prove the impact and relation from characteristics of social commerce (s-commerce) which is consist of reputation, size, information quality, transaction safety, communication, economic feasibility and word of mouth referral toward trust, and also trust toward trust performance which is consist of purchase intention and word of mouth intention in social media environment. This research uses exploratory and descriptive design research conducted in one time period (cross sectional design). Respondents collected by survey with questionnaire tools who have account of social media. The nine-hypotheses research model in this research model study are tested with Structural Equation Modeling (SEM). The study states that the reputation, economic feasibility and transaction safety significant and positive impact on trust in social media. Size, communication and information quality have no effect on trust in social media, and then trust have a positive significant effect on purchase intention and word of mouth intention."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014
S53563
UI - Skripsi Membership  Universitas Indonesia Library
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Yuliana Purwaningrum
Pengaruh electronic word of mouth (ewom) terhadap citra merek (brand image) dan niat pembelian (purchase intention) smartphone samsung = Effect of electronic word of mouth (ewom) on (brand image) and (purchase intention) smartphone samsung
"Seiring dengan perkembangan internet, electronic word of mouth telah menjadi fenomena penting di dunia pemasaran. Penelitian ini bertujuan untuk melihat pengaruh dari electronic word of mouth terhadap citra merek dan niat pembelian pada smartphone samsung juga pengaruh citra merek terhadap niat pembelian smartphone samsung. Responden penelitian ini berjumlah 167 orang yang sedang mencari smartphone dan menyukai browsing di internet. Model penelitian menggunakan 3 hipotesis dan diuji dengan metode analisis structural equation model (SEM).
Hasil penelitian menyatakan bahwa electronic word of mouth berpengaruh terhadap citra merek smartphone samsung namun tidak berpengaruh terhadap niat pembelian smartphone samsung dan citra merek berpengaruh terhadap niat pembelian smartphone samsung. Sedangkan pada jurnal penelitian acuan menemukan bahwa electronic word of mouth berpengaruh positif terhadap citra merek dan berpengaruh positif yang kuat terhadap niat pembelian smartphone samsung dan citra merek berpengaruh terhadap niat pembelian smartphone samsung.
Along with the internet developments, electronic word of mouth had become an important phenomenon in the marketing’s world. This study focus to analyze influence of electronic word of mouth on brand image and purchase intention and also influence of brand image on purhase intention smartphone samsung. Respondents of this study are 167 people who are looking for smartphone and liked browsing on the internet. The tree hypoteses research model in this study are tested with Structural Equation Modelling (SEM).
The results found that electronic word of mouth effect brand image of smartphone samsung but doesn’t effect purchase intention of smartphone samsung and the brand image effect on purhase intention of smartphone samsung. While the research journal reference found that electronic word of mouth had positive effect on brand image and strong positive effect on purchase intention of smartphone samsung and brand image effect on purchase intention of smartphone samsung."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014
S53257
UI - Skripsi Membership  Universitas Indonesia Library
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Siti Kairani
Analisis pengaruh kualitas jasa nilai dan kepuasan terhadap niat perilaku konsumen : studi kasus Lembaga Bahasa I Can Read = Analyzing the effect of service quality value and customer satisfaction to behavioral intentions : case study I Can Read Literacy
"Penelitian ini bertujuan untuk mengetahui pengaruh positif dan signifikan dari variabel kualitas jasa, nilai, dan kepuasan terhadap niat perilaku konsumen di Lembaga I CAN READ. Penelitian ini menggunakan desain penelitian konklusif deskriptif yang dilakukan satu kali dalam satu periode. Responden penelitian ini berjumlah 155 orang yaitu orang tua murid di Lembaga Bahasa I CAN READ dengan sembilan hipotesis diuji menggunakan Structural Equation Modelling (SEM).
Hasil penelitian ini menunjukkan bahwa kepuasan berpengaruh signifikan dan positif pada loyalty dan word-of-mouth. Begitu pula nilai yang juga berpengaruh signifikan dan positif terhadap word-of-mouth. Untuk kualitas jasa harus melalui nilai dan kepuasan baru dapat berpengaruh siginifikan dan positif terhadap loyalitas dan word-of-mouth.
The purpose of this study is to identify the impact and relation from some need for service quality value and satisfaction to behavioral intentions. This research uses conclusive and descriptive design research conducted in one time period cross sectional design. Respondents of this study are 155 people whose parents in I CAN READ Literacy. Hypotheses research model in this study are tested with Structural Equation Modeling SEM.
The results of this study indicate that satisfaction has a significant and positive relationship on loyalty and word of mouth Value also has a significant and positive relationship on word of mouth. Quality service can have significant and positive relationship to loyalty and word of mouth by value and satisfaction as its intermediary."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014
S53943
UI - Skripsi Membership  Universitas Indonesia Library
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Safira Syahdani Guci Fahmy
Analisis Pengaruh Electronic Word of Mouth (eWOM) Pada Consumers Purchase Intention di Social Commerce (S-Commerce) Aplikasi TikTok = Analysis of The Influence of Electronic Word of Mouth (eWOM) on Consumers Purchase Intention in Social Commerce (S-Commerce) TikTok Application
"Adanya perkembangan internet yang cepat menggeserkan paradigma e-commerce menjadi social commerce (s-commerce). Salah satu platform s-commerce yang sedang marak di Indonesia adalah TikTok. Media sosial ini menawarkan penggunanya untuk melihat informasi yang tersebar pada for you page, berkomunikasi dengan satu sama lain, hingga memperbolehkan penggunanya untuk secara bebas membagikan pendapat dan informasi hingga bertransaksi terkait produk atau jasa (eWOM). Tujuan dari penelitian ini adalah untuk meneliti pengaruh dari eWOM kepada niat pembelian konsumen sehingga dapat menjadi masukan untuk s-commerce dalam mengembangkan strategi yang lebih baik untuk mendorong keterlibatan eWOM di antara pengguna s-commerce. Penelitian ini didasarkan pada teori dari Elaboration Likelihood Model (ELM), Theory of Reasoned Action (TRA), dan Social Support Theory (SST) yang diolah menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan menggunakan data kuesioner dari 228 responden. Hasil dari penelitian ini membuktikan bahwa information credibility, social support, innovativeness, website quality, dan attitude towards eWOM adalah faktor penentu eWOM Engagement di s-commerce TikTok yang kemudian Attitude towards eWOM serta eWOM Engagement mempengaruhi purchase intention pada s-commerce TikTok.
The rapid growth of the internet has shifted the e-commerce paradigm to social commerce (s-commerce). One of the most popular s-commerce platforms in Indonesia is TikTok. This social media offers its users to view the information spread on the for you page, communicate with each other, to allow users to freely share opinions and information to transact related to products or services (eWOM). This study aimed to examine the impact of information circulating on TikTok in the form of eWOM on consumer purchase intentions. This study is based on the theory of the Elaboration Likelihood Model (ELM), Theory of Reasoned Action (TRA), and Social Support Theory (SST) which were processed using Partial Least Square-Structural Equation Modeling (PLS-SEM) using questionnaire data from 228 respondents. The results of this study prove that information credibility, social support, innovativeness, website quality, and attitude towards eWOM are the determinants of eWOM involvement in TikTok s-commerce then Attitude towards eWOM and eWOM Engagement affect consumer purchase intentions in TikTok s-commerce."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2022
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UI - Skripsi Membership  Universitas Indonesia Library
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Bunga Ghassani
Analisis pengaruh karakteristik social commerce (s-commerce) terhadap consumer's trust dan trust performance: studi kasus pada Groupon Indonesia = Effects of social commerce's (s-commerce) characteristics on consumer's trust and trust performance: case study on Groupon Indonesia
"[Pertumbuhan social networking sites (SNSs) telah memunculkan paradigma baru dari e-commerce yang disebut social commerce (s-commerce). Social commerce merupakan cabang dari e-commerce yang memungkinkan konsumen untuk dapat saling berinteraksi dengan difasilitasi oleh media sosial maupun interaksi sosial antar konsumen. Penelitian ini dilakukan untuk menganalisis pengaruh karakteristik social commerce (s-commerce) yang terdiri dari reputation, size, information quality, transaction safety, communication, economic feasibility, WOM referrals terhadap consumer's trust dan trust performance (purchase
intentions dan WOM intentions) dengan menggunakan studi kasus Groupon Indonesia yang merupakan situs s-commerce berbentuk group-buying. Responden dari penelitian ini adalah orang-orang yang sudah pernah membuka/browsing
situs Groupon Disdus/Groupon Indonesia dalam kurun waktu 2 (dua) tahun terakhir, namun belum pernah melakukan pembelian pada situs s-commerce tersebut. Metode pengolahan data yang digunakan adalah Structural Equation
Modelling (SEM). Hasil dari penelitian menunjukkan bahwa reputation, information quality, transaction safety dan communication tidak memiliki pengaruh positif terhadap consumer's trust. Sedangkan, size, economic feasibility
dan WOM referrals memiliki pengaruh positif terhadap consumer's trust. Kemudian, consumer's trust memiliki pengaruh positif terhadap purchase intentions dan WOM intentions.
The growth of social networking sites (SNSs) has given rise to a new paradigm of e-commerce called social commerce (s-commerce). Social commerce is a subset of e-commerce which enables consumers to interact each other via social media or even by social interaction among them. This study aims to analyze the effects of social commerce's (s-commerce) characteristics which consist of reputation, size, information quality, transaction safety, communication, economic feasibility, WOM referrals towards consumer's trust and trust performance (purchase
intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the case study. Respondents of this research are those who have browsed Groupon Disdus/Groupon Indonesia site within the last two (2) years, but have never made any purchasement on this site. Structural Equation Modeling (SEM) is used to process the data. The results of this research show that reputation, information
quality, safety and communication transaction have no positive effects on consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have positive effects on the consumer's trust. Furthermore, the consumer's trust has positive effect on both purchase intentions and WOM intentions.;The growth of social networking sites (SNSs) has given rise to a new paradigm of e-commerce called social commerce (s-commerce). Social commerce is a subset of e-commerce which enables consumers to interact each other via social media or even by social interaction among them. This study aims to analyze the effects of social commerce's (s-commerce) characteristics which consist of reputation, size, information quality, transaction safety, communication, economic feasibility,
WOM referrals towards consumer's trust and trust performance (purchase intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the case study. Respondents of this research are those who have browsed Groupon Disdus/Groupon Indonesia site within the last two (2) years, but have never made any purchasement on this site. Structural Equation Modeling (SEM) is used to process the data. The results of this research show that reputation, information quality, safety and communication transaction have no positive effects on consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have positive effects on the consumer's trust. Furthermore, the consumer's trust has positive effect on both purchase intentions and WOM intentions., The growth of social networking sites (SNSs) has given rise to a new paradigm of
e-commerce called social commerce (s-commerce). Social commerce is a subset
of e-commerce which enables consumers to interact each other via social media
or even by social interaction among them. This study aims to analyze the effects of
social commerce?s (s-commerce) characteristics which consist of reputation, size,
information quality, transaction safety, communication, economic feasibility,
WOM referrals towards consumer's trust and trust performance (purchase
intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the
case study. Respondents of this research are those who have browsed Groupon
Disdus / Groupon Indonesia site within the last two (2) years, but have never
made any purchasement on this site. Structural Equation Modeling (SEM) is used
to process the data. The results of this research show that reputation, information
quality, safety and communication transaction have no positive effects on
consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have
positive effects on the consumer's trust. Furthermore, the consumer's trust has
positive effect on both purchase intentions and WOM intentions.]"
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2016
S61840
UI - Skripsi Membership  Universitas Indonesia Library
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Putri Anastasha
Analisis pengaruh information quality, social psychological distance, dan trust terhadap purchase intention pada Instagram: studi kasus: beauty influencer di Indonesia = The influence of information quality, social psychological distance, and trust on purchase intention in Instagram: case study: beauty influencers in Indonesia
"Perkembangan teknologi dan informasi menyebabkan pertumbuhan pesat pengguna media sosial. Instagram merupakan salah satu media sosial yang paling diminati oleh masyarakat pada saat ini, di mana pengguna dapat menyebarkan, mendapatkan, serta bertukar informasi. Dengan adanya Instagram sebagai media sosial yang dikonsumsi sehari-hari, lahirlah influencer atau pengguna media sosial yang memiliki banyak pengikut dan dapat memberikan pengaruh pada pengikutnya. Akhir-akhir ini, pengguna Instagram ramai bertukar informasi tentang dunia kecantikan. Hal tersebut menyebabkan munculnya beauty influencer, seseorang yang dipercaya oleh banyak pengguna lainnya sebagai ahli dalam memberikan saran dan informasi mengenai dunia kecantikan. Fenomena kemudian ini mengundang pelaku bisnis di industri kecantikan untuk menjadikan influencer sebagai salah satu media untuk menyampaikan komunikasi pemasaran yang dimiliki. Penelitian ini bertujuan untuk mengetahui pengaruh information quality, social psychological distance, sense of power, dan trust terhadap purchase intention pada Instagram dengan beauty influencer sebagai studi kasus penelitian sehingga dapat menjadi masukan bagi pelaku bisnis yang berada dalam industri kecantikan dalam memilih beauty influencer dalam menggunakan eWOM sebagai alat pemasarannya. Penelitian ini menggunakan metode pengumpulan data primer dan sekunder dengan memanfaatkan kuesioner sebagai media untuk memperoleh data dari para responden. Penelitian ini menggunakan pengolahan data dari 224 responden dengan menggunakan Partial Least Square - Structural Equation Modeling (PLS-SEM) dan diolah dengan menggunakan software SmartPLS. Hasil yang diperoleh dari penelitian dalam konteks beauty influencer di Instagram menunjukkan bahwa information quality berpengaruh positif terhadap social psychological distance dan trust. Berikutnya, social psychological berpengaruh positif terhadap trust dan social psychological distance juga memediasi pengaruh information quality terhadap trust. Selanjutnya, trust berpengaruh positif terhadap purchase intention pada produk kecantikan. Di penelitian ini juga ditemukan bahwa sense of power tidak memediasi pengaruh information quality terhadap trust.
The advancement of information technology has resulted in an increased number of social media users. Instagram is a popular social media platform where users can share, obtain, and exchange information. As a daily social media user, the term "influencers" or social media users with a large number of followers exists. Instagram users have recently been busy exchanging information about the world of beauty, which has resulted in the appearance of a beauty influencer, someone who is trusted as an expert in providing beauty advice and information. As a result of this phenomenon, many beauty industries now use influencers as a marketing tool. The purpose of this study is to determine the effect of information quality, social psychological distance, sense of power, and trust on purchase intention on Instagram using beauty influencers as a research case study, so that it can be input for beauty industries that use beauty influencers as a marketing tool through eWOM. This study collects data from respondents using both primary and secondary data collection methods, including a questionnaire. This study processed data from 224 respondents using Partial Least Square - Structural Equation Modeling (PLS-SEM) and SmartPLS software. According to the study's findings in the context of beauty influencers on Instagram, information quality has a positive effect on social psychological distance and trust. Next, social psychology has a positive effect on trust and social psychological distance also mediates the effect of information quality on trust. Furthermore, trust has a positive effect on purchase intention in beauty products. This study also found that sense of power did not mediate the effect of information quality on trust."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2022
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UI - Skripsi Membership  Universitas Indonesia Library
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Richwan Muhamad Ericska
Pengaruh E-wom di Media Sosial Facebook terhadap Brand Image dan Purchase Intention: Studi Kasus terhadap Smartphone Oppo = The Influence of Electronic Word of Mouth in Social Media Facebook on Brand Image and Purchase Intention for Oppo Smartphone
"Bersamaan dengan pertumbuhan internet, Electronic Word-of-Mouth (eWOM), telah menjadi suatu fenomena yang menarik dalam proses pemasaran. Objektif daripada penelitian ini adalah untuk meneliti Faktor yang mempengaruhi eWOM, dan bagaimana eWOM mempengaruhi Purchase Intention & Brand Image terhadap suatu produk. Pendekatan penelitian pada penelitian tentang eWOM, Brand Image, dan Purchase Intention, ini adalah penelitian kuantitatif. Sample penelitian ini adalah 212 responden yang pernah terekspos oleh informasi akan smartphone merek Oppo melalui eWOM pada grup sosial media Facebook. Data sampel dikoleksi dengan Convenience Sampling & Purposive Sampling. Penelitian ini menggunakan kuesioner sebagai instrumen penelitian dan kemudian dianalisa menggunakan Structural Equation Modeling (SEM). Hasil daripada riset ini menunjukkan ada 2 faktor yang mempengaruhi eWOM, serta eWOM mempengaruhi Purchase Intention & Brand Image.
With the growth of internet, Electronic Word-of-Mouth (eWOM), has become an interesting phenomenon in the marketing process. The objective of this research is to understand the factors affecting eWOM, and how eWOM affects Puchase Intention & Brand Image of a product. This research uses a quantitative approach. The sample for this research is 212 respondents who are exposed to information regarding Oppo smartphone through eWOM, in Facebook groups. Sample data is collected through Convenience Sampling & Purposive Sampling. This research uses questionaire as its instruments, which are then analyzed using Structural Equation Modeling (SEM). The results of this research show 2 factors affecting eWOM as well as eWOM have effects on Purchase Intention & Brand Image."
Jakarta: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2020
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UI - Skripsi Membership  Universitas Indonesia Library
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Humaira Fathma Gardilla
Pengaruh electronic word of mouth melalui media sosial path terhadap dimensi kesadaran merek pada konsumen restoran baru = The effect of electronic word of mouth on social media path toward dimension of brand awareness on new restaurant consumer / Humaira Fathma Gardilla
"It is important for consumer to have brand awareness before choosing a new product, it divides into three dimensions; brand recognition, brand knowledge and brand opinion. The excessive used of social media Path™ among emerging well-off youth made electronic word-of-mouth an effective marketing strategy to increasing a popularity of a certain brand. This study aimed to understand the effect of e-WOM towards dimension of brand awareness on 'new' restaurant consumer. This was a field experimental research (e-WOM vs without e-WOM) done with an emerging well-off youth consumer as participants. Participants in Experiment Group (KE) (n=30) was given manipulation for five days while the Control Group (KK) (n=34) was not given any and after that their brand awareness was measured using a questionnaire. The results shows that eWOM has a significant towards the dimension of brand recognition (39.451; p < 0.05; ɸ = 0.785), brand knowledge (20.747; p < 0.05; ɸ = 0.569), and brand opinion (16.981; p < 0.05; ɸ = 0.515). We can conclude that eWOM can make consumer aware of a certain brand, shape their knowledge, and also their opinion. Therefore, 'new' restaurant owner can use e-WOM as a media to introduce their ‘new' restaurant to potential consumers.
Penting bagi konsumen untuk memiliki kesadaran merek sebelum memilih produk baru. Kesadaran merek ‘baru’ dibagi dalam 3 dimensi yaitu: brand recognition, , brand knowledge, dan brand opinion. Maraknya penggunaan media sosial Path™ oleh konsumen emerging well-off youth membuat electronic word-of-mouth sebagai salah satu strategi pemasaran yang efektif untuk meningkatkan popularitas merek. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh e-WOM terhadap dimensi kesadaran merek pada konsumen restoran ‘baru’. Penelitian ini menggunakan metode field experiment (eWOM vs tanpa eWOM) dengan karakteristik partisipan konsumen emerging well-off youth. Partisipan kelompok eksperimen (KE) (n = 30) diberikan manipulasi berupa pemberian eWOM selama 5 hari, sementara partisipan kelompok kontrol (KK) (n = 34) tidak diberikan manipulasi apapun. Kemudian seluruh partisipan KE dan KK diukur kesadaran merek menggunakan kuesioner. Hasil penelitian menunjukkan bahwa e-WOM berpengaruh secara signifikan pada dimensi brand recognition (39.451; p < 0.05; ɸ = 0.785), brand knowledge (20.747; p < 0.05; ɸ = 0.569), dan brand opinion (16.981; p < 0.05; ɸ = 0.515). Oleh karena itu dapat disimpulkan bahwa e-WOM dapat membuat konsumen mengenali suatu merek, membentuk pengetahuan, dan membentuk pendapat tentang merek suatu restoran baru. Dengan demikian e-WOM dapat digunakan sebagai cara untuk memperkenalkan merek restoran baru kepada calon konsumen."
Fakultas Psikologi Universitas Indonesia, 2015
S58749
UI - Skripsi Membership  Universitas Indonesia Library
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Amelia Rena Rachmaddia
Pengaruh perceived usefulness, competence trust dan continuous commitment terhadap positive word of mouth: pada pengguna aplikasi Digibank = The influence of the perceived usefulness, competence trust and continuous commitment to positive word of mouth: on Digibank apps user
"Penelitian ini membahas mengenai bagaimana perceived usefulness, competence trust dan continuous commitment dapat mempengaruhi positive word of mouth pada pengguna Aplikasi Digibank. Penelitian ini menggunakan desain penelitian deskriptif dan single-cross sectional. Penelitian ini mengumpulkan data dengan metode survei dan mengambil sampel dengan metode judgmental sampling. Kuisioner disebar melalui google form dan kepada 130 responden dengan kriteria responden lahir pada tahun antara 1982 sampai 2000, menggunakan aplikasi Digibank dalam 1 bulan terakhir dan responden adalah pengguna aktif Digibank dengan menggunakan minimal 4 transaksi dalam 1 bulan. Pengolahan datanya dilakukan dengan Structural Equation Modeling (SEM) menggunakan software Lisrel 8.51. Hasil penelitian menunjukkan bahwa positive word of mouth hanya dipengaruhi oleh continuous commitment, sedangkan perceived usefulness dan competence trust akan mempengaruhi positive word of mouth apabila di mediasi oleh continuous commitment.
This study described how the perceived usefulness, competence, trust and continuous commitment to affect positive word of mouth on Digibank App users. This study used a descriptive and single-cross sectional research design. This study collected data with survey methods and used judgmental sampling methods. Questionnaires distributed through google form and to 130 respondents with criteria of respondents born between 1982 and 2000, using the Digibank application in the last 1 month and respondents were active Digibank users using a minimum of 4 transactions in 1 month. Data processing analyzed by Structural Equation Modeling (SEM) using software lisrel 8.51. The results showed that positive word of mouth is only influenced by continuous commitment, while perceived usefulness and competence trust will affect positive word of mouth if mediated by continuous commitment."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2019
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UI - Skripsi Membership  Universitas Indonesia Library
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Nine Primastita Arif
Peran Online After Sale Service Terhadap Repurchase Intention Dan Word of Mouth Pada E-Commerce = Peran Online After Sale Service Terhadap Repurchase Intetntion Dan Word of Mouth Pada E-Commerce
"Mengingat e-commerce telah menjadi kebutuhan utama, maka penyedia e-commerce harus meningkatkan produk dan layanannya. Layanan purna jual adalah salah satu yang harus dipertimbangkan untuk mengurangi keraguan pelanggan dalam menggunakn e- commerce. Tujuan penelitian ini adalah untuk menyelidiki peran layanan purna jual e- commerce (pengembalian produk, pertukaran, dan pemeliharaan) pada sikap pelanggan (membangun hubungan) dan aspek perilaku (mengembangkan niat pembelian kembali pelanggan dan dari mulut ke mulut). Penelitian ini menggunakan metode judgemental sampling dimana 255 sampel yang memenuhi syarat disesuaikan dengan kriteria tertentu. Structural Equation Model (SEM) yang didukung oleh perangkat lunak SmartPLS digunakan untuk menganalisis data. Temuan dalam penelitian ini adalah pengembalian produk dan layanan pemeliharaan berpengaruh signifikan terhadap kepuasan pelanggan online dan kepuasan berpengaruh signifikan terhadap kepercayaan pelanggan. Sedangkan pertukaran produk tidak berpengaruh signifikan terhadap kepuasan pelanggan. Kepuasan dan kepercayaan pelanggan, sebagai indikator kualitas hubungan memediasi hubungan antara layanan purna jual (pengembalian produk, penukaran dan pemeliharaan), niat pembelian kembali pelanggan secara online dan WOM intention. Niat pembelian kembali dan WOM intention secara positif dipengaruhi oleh kepercayaan dan kepuasan. Implikasi penelitian akan bermanfaat bagi pembuat kebijakan, peneliti, serta industri e-commerce dalam mengimplementasikan dan mempromosikan penggunaan e-commerce.
Considering that e-commerce has become a major requirement, e-commerce providers must improve their products and services. After-sales service is one that must be considered to reduce customer doubts in using e-commerce. The purpose of this study was to investigate the role of e-commerce after-sales service (product returns, exchanges, and maintenance) on customer attitudes (relationship building) and behavioral aspects (developing customer repurchase intentions and word of mouth). This study used a judgemental sampling method in which 255 samples that met the requirements were adjusted to certain criteria. Structural Equation Model (SEM) supported by SmartPLS software is used to analyze the data. The findings in this study are that product returns and maintenance services have a significant effect on online customer satisfaction and satisfaction has a significant effect on customer trust. While product value has no significant effect on customer satisfaction. Customer satisfaction and trust, as indicators of relationship quality mediate the relationship between after- sales service (product returns, exchanges and maintenance), online customer repurchase intentions and WOM intention. Repurchase intention and WOM intention are positively influenced by trust and satisfaction. The research implications will be useful for policy makers, researchers, and the e-commerce industry in implementing and promoting the use of e-commerce. "
Jakarta: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2023
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UI - Tesis Membership  Universitas Indonesia Library
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