Hasil Pencarian  ::  Simpan CSV :: Kembali

"Penggunaan situs e-commerce meningkat pesat turut meningkatkan penggunaan jasa ekspedisi sebagai penghantar mobilitas barang dari tangan penjual ke tangan pembeli. Mengingat akan peran penting yang dimiliki oleh jasa ekspedisi, semakin banyak bisnis jasa ekspedisi yang bermunculan dan saling bersaing untuk mempertahankan eksistensinya. Untuk menyempurnakan penelitian sebelumnya, penelitian ini menyajikan pembahasan mengenai pengaruh dari variabel service quality, perceived value, trust dan price yang diberikan oleh jasa ekspedisi terhadap timbulnya customer satisfaction dan customer loyalty. Penelitian ini menganalisis data primer dari 217 responden yang didapat melalui penyebaran kuesioner secara online dan mengamati mengenai pengaruh dari setiap variabel menggunakan metode analisis PLS-SEM. Ditemukan bahwa service quality, perceived value, trust, dan price berpengaruh secara positif terhadap customer satisfaction dan customer loyalty. Kemudian, trust mampu memediasi service quality dan perceived value terhadap customer satisfaction secara positif.

---

The use of e-commerce sites has increased rapidly. This also increases the use of expedition services as a carrier for the mobility of goods from the hands of the seller to the hands of the buyer. Considering the important role that shipping services have, more and more shipping service businesses are emerging and competing to maintain their existence. To improve previous research, this study presents a discussion of the effect of the service quality, perceived value, trust, and price variables provided by the expedition service on the emergence of customer satisfaction and customer loyalty. This study analyzed primary data from 217 respondents obtained through the distribution of online questionnaires and observed the effect of each variable using the PLS-SEM analysis method. It was found that service quality, perceived value, trust, and price had a significant effect on customer satisfaction and customer loyalty. Then, trust is able to mediate service quality and perceived value towards customer satisfaction positively."

"ABSTRAK Dalam mencapai kesuksesan, toko online perlu menyediakan e-service qualityyang baik. Hal tersebut merupakan suatu cara untuk meningkatkan trustkonsumen belanja online. E-Service Quality merupakan semua tahap interaksiyang terjadi antara konsumen dan situs web yang dihasilkan dari penilaian sejauhmana sebuah situs web secara efektif dan efisien memfasilitasi proses berbelanja(Parasuraman et.al, 2005). Pengukuran e-service quality menggunakan alat ukurE-S-QUAL dan E-RecS-QUAL yang dibuat oleh Parasuraman et.al (2005) lalupeneliti adaptasi. Sedangkan trust didefinisikan sebagai harapan optimisseseorang, bahwa orang lain akan melindungi semua hak-haknya (Gefen, 2002).Pengukuran trust menggunakan alat ukur Specific Online Consumer Beliefs yangdibuat oleh Gefen (2002) kemudian peneliti adaptasi. Penelitian ini menggunakanmetode accidental sampling yang melibatkan 453 responden, yaitu mahasiswakonsumen belanja online, karena mahasiswa sering mengakses internet (Xu &Paulins, 2005). Hasil penelitian ini menunjukan bahwa terdapat hubungan yangsignifikan antara e-service quality dan trust pada mahasiswa konsumen belanjaonline (r = 0,668; p = 0.000). Artinya, semakin tinggi tingkat e-service qualitymaka semakin tinggi pula tingkat trust pada mahasiswa konsumen belanja online.Implikasi praktis Penelitian ini, toko online perlu meningkatkan e-service qualitydalam hal pemenuhan janji agar trust mahasiswa konsumen belanja onlinemeningkat.

---

ABSTRACTIn Achieving success, online shop should provide good s-service quality. It is away to increase consumer trust. E-Service Quality are an all stages of theinteraction between consumers and web sites resulting from the assessment of theextent to which a website effectively and efficiently facilitate the shoppingprocess (Parasuraman et.al, 2005). E-Service Quality measurement usingmeasuring instruments E-S-QUAL and E-RecS-QUAL are made by Parasuramanet.al (2005) and adapted by researcher. While trust is defined as the optimisticexpectations of someone, that someone else will protect all of their rights (Gefen,2002). Trust measurement using measuring instruments Specific Online ConsumerBeliefs are made by Gefen (2002) then adapted by researcher. This study usedaccidental sampling method involving 453 respondents, namely college studentonline shopping consumer because they often access the Internet (Xu & Paulins,2005). These results indicate that there is a significant relationship betweene-service quality and trust among college student online shopping consumer(r = 0,668; p = 0.000). This results can be interpreted as the higher e-servicequality, the higher trust that college student online shopping consumer have. Thepractical implications of this research, online stores need to improve e-servicequality in terms of the fulfillment of the promise, so that the trust of collegestudent online shopping consumer increase."

"Penelitian ini dilakukan untuk melihat hubungan antara E-Service Quality dengan Purchase Intention pada konsumen belanja online. E-Service Quality dalam penelitian ini adalah yang dipersepsikan oleh konsumen belanja online. Partisipan adalah 146 mahasiswa yang memiliki pengalaman belanja online. E-Service Quality diukur menggunakan E-S-Qual oleh Parasuraman, Zeithaml dan Malhotra (2005). Sementara Purchase Intention menggunakan alat ukur Online Purchase Intention oleh Topaloglu (2012). Hasil menunjukkan bahwa terdapat hubungan yang signifikan antara E-Service Quality dengan Purchase Intention. Hasil ini ditunjukkan dengan ( r(146) = 0,384, p < 0,01) yang berarti jika persepsi konsumen E-Service Quality meningkat maka Purchase Intention konsumen akan meningkat pula. Dengan demikian, para perusahaan e-commerce perlu menambahkan dan memperbaiki pelayanan konsumen online yang dapat memenuhi kebutuhan konsumen ketika berbelanja online baik interaksi dengan situs yang bersangkutan maupun interaksi dengan penjual, misalnya dengan memenuhi pesanan barang konsumen tepat waktu dan sesuai.

---

This research aimed to examine the relationship between E-Service Quality and purchase intention among Online Shopping Consumer. The E-Service Quality in this research is perceived by the online shopping consumers. Participants of this research were 146 undergraduate students who have online shopping experience. E-Service Quality were measured using E-S-Qual developed by Parasuraman, Zeithaml and Malhotra (2005). Meanwhile, purchase intention were measured using online purchase intention scale developed by Topaloglu (2012).

The main result of this research showed that E-Service Quality have a significant relationship with purchase intention among online shopping consumer. This result were showed by r(146) = 0,384, p < 0,01. This can also be said that if the E-Service Quality perceived by consumers increases, purchase intention will also increase. However, the result showed that the correlation between these two variable is still weak. Therefore, the e-commerce company should improve the quality of the online service in order to fulfill the consumers needs while shopping online. The service that is offered not only emphasizes on the consumers interaction with the website but also the opportunity to interact with the seller. For an example, fulfilling orders in time."

"Penelitian ini bertujuan untuk mengetahui peran consumer hope dalam menjelaskan hubungan perceived value dengan goal attainment, satisfaction, trust, dan commitment serta pengaruh moderasi customer goal attainment terhadap hubungan consumer hope dengan satisfaction, trust, dan commitment pada konteks pembelian melalui ritel online. Sampel yang digunakan dalam penelitian ini yaitu penduduk Indonesia berusia 18 tahun ke atas dan sering membeli produk fashion atau beauty secara online selama setahun terakhir. Data yang berhasil dikumpulkan adalah sebanyak 943 responden yang kemudian diolah menggunakan metode structural equation modeling (SEM). Hasil penelitian ini menunjukkan bahwa perceived brand value quality, price, social, dan emotional memiliki peran penting terhadap consumer hope. Penelitian ini juga menunjukkan consumer hope berperan penting terhadap konsekuensi positif hubungan konsumen-brand. Selain itu, goal attainment juga terbukti memoderasi secara positif hubungan antara consumer hope dan customer commitment namun tidak pada customer satisfaction dan customer trust. Saran manajerial dan penelitian selanjutnya dibahas dalam penelitian ini.

---

This study aims to determine the role of consumer hope in explaining the relationship of perceived value with goal attainment, satisfaction, trust, and commitment as well as the impact of customer goal attainment moderation on the relationship of consumer hope with satisfaction, trust, and commitment in the context of purchasing through online retail. The sample used in this study is that Indonesian citizens aged 18 years and over and often buy fashion or beauty products online for the past year. Data were collected from 943 respondents who were then processed using structural equation modeling (SEM). The results of this study indicate that perceived brand value quality, price, social, and emotional have an important role in consumer hope. This study also shows that consumer hope plays an important role in the positive consequences of consumer-brand relationship. In addition, goal attainment is also proven to positively moderate the relationship between consumer hope and customer commitment, but not to customer satisfaction and customer trust. Managerial implications and further research are discussed in this study."

"ABSTRAK Online marketplace merupakan sebuah format e-commerce yang cukup populer di Indonesia dan memiliki karakteristik yang berbeda dibanding dengan online store pada umumnya. Karakteristik jual-beli dapat dipahami melalui pendekatan relational exchange menggunakan variabel transaction cost. Transactional cost merupakan salah satu komponen penting kegiatan pertukaran baik online maupun offline dan sudah cukup sering di diskusikan dalam berbagai penelitian ilmiah terkait dampaknya terhadap perilaku konsumen. Penelitian ini akan menganalisis pengaruh dari information searching cost, moral hazard cost, dan specific asset investment yang merupakan komponen dari transactional cost terhadap perceived value dan repurchase intention dari konsumen online marketplace Forum Jual Beli Kaskus. Sampel penelitian yang digunakan adalah pengguna FJB Kaskus di kota-kota besar di Jawa, dan data yang didapat diolah dengan menggunakan metode structural equation modelling. Hasil penelitian ini menunjukan bahwa information searching cost dan moral hazard cost berpengaruh secara signifikan terhadap pembentukan perceived value yang dirasakan konsumen dalam proses jual-beli, sedangkan specific asset investment tidak memiliki pengaruh yang signifikan terhadap perceived value konsumen. Selanjutnya dalam kaitannya terhadap intensi pembelian ulang, hasil penelitian menunjukan bahwa information searching cost dan specific asset investment memiliki pengaruh yang signifikan dalam mendorong repurchase intention konsumen.

---

ABSTRACT Online marketplace is a fairly popular e-commerce format in Indonesia which has different characteristic compared to the common online stores. Transaction characteristics can be well-explained by relational exhchange approach, using transaction cost variables. Transaction cost is one of the most important component for both online and offline exchange activity and frequently discussed on scientific research related to consumer behavior. This study will analyze the impact of information searching cost, moral hazard cost, and specific asset investment which are the components of transaction cost to perceived value and repurchase intention of consumer of popular online marketplace; FJB Kaskus. Data on this study collected from FJB Kaskus user which live in Java Island’ biggest cities. The data analyzed using two-step approach structural equation modelling. The results indicates that information searching cost and moral hazard cost significantly influence to the consumer perceived value, while specific asset investment has no significant influence to the perceived value. Related to consumer repurchase intention, the result indicates information searching cost and specific asset investment has significant influence on consumer repurchase intention. However, moral hazard cost has no impact on consumer repurchase intention."

"Tujuan - Penelitian ini bertujuan untuk menganalisis efek dari self-service technology quality setelah terjadi kegagalan dan pemulihan nya pada pengalaman pelanggan, kepuasan dan intensi untuk membeli kembali pada saat melakukan online shopping. Metode penelitian. Penelitian ini dilakukan pada dua kelompok pelanggan, pelanggan yang mempersepsikan kegagalan adalah tanggung jawab mereka serta yang mempersepsikan kegagalan adalah tanggungjawab online shopping website. Penelitian ini menggunakan metode kuantitatif dengan melakukan survei pada konteks jasa online shopping. Data dikumpulkan dengan menggunakan kuesioner pada 200 responden, diambil dengan metode mall intercept. Metode analisis yang digunakan adalah partial least squares structural equation modeling. Temuan - Hasil penelitian menjelaskan bahwa self-service technology setelah terjadi kegagalan dan pemulihan nya mempengaruhi pengalaman dan kepuasan pelanggan. Kemudian, pengalaman pelanggan mempengaruhi kepuasan berbelanja online dan kepuasan berbelanja online mempengaruhi intensi untuk membeli kembali. Implikasi - Hasil penelitian berimplikasi pada perusahaan yang membuka website belanja online untuk membangun strategi pemulihan dari kegagalan, meningkatkan kualitas dari self-service technology dan meningkatkan kualitas dari pengalaman pelanggan. Orisinalitas/Nilai - Penelitian ini menggunakan expectation confirmation theory dan attribution theory pada efek dari self-service technology setelah terjadi kegagalan dan pemulihan nya pada dua kelompok pelanggan, dimana dasar dari atribusi yang dilakukan adalah locus of failure responsibility.

---

Purpose - The purpose of this study is to examine the effect of self-service technology quality after failure and its recovery on online shopping experience, satisfaction, and repurchase intention.

Design/Methodology/Approach - This study involves two customer groups, a group who perceives the failure to be their own responsibility and the online shopping website responsibility. This study uses quantitative methods through surveys in the context of online shopping services. The research data were collected by self-administered questionnaires, which involved 200 respondents, taken with mall intercept method. The analytical method used is a model of partial least squares structural equation modeling.

Findings - The key findings of this research is self-service technology quality after failure and self-service technology recovery influence the online shopping experience and its satisfaction. Other findings are online shopping experience effect online shopping satisfaction, and online shopping satisfaction influence on its repurchase intention.

Practical implications - The findings of this research have implications for online shopping website companies such as to develop a service failure recovery strategy, to improve the quality of self-service technology and customer experience.

Originality/Value - This study used expectation confirmation theory and attribution theory on the effect of self-service technology quality after failure and its recovery on two customer group, which based on attribution of the locus of failure responsibility."