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"Cross-border e-commerce (CBEC) berkembang pesat dan memberikan pengalaman belanja baru bagi pelanggan di mana mereka dapat terlibat dalam transaksi global. Dalam menghadapi fenomena tersebut, para pelaku bisnis di industri e-comemrce perlu beradaptasi untuk memenuhi kebutuhan dan ekspektasi konsumen lintas negara. Oleh karena itu, penelitian ini dilakukan untuk menganalisis pengaruh antarvariabel dalam tahap kognisi produk, emosi platform, minat perilaku, dan perilaku aktual di CBEC Shopee dan Lazada. Penelitian ini didasarkan pada model Hierarchy of Effect (HOE) yang terdiri dari tahapan perkembangan pembelajaran dan pengambilan keputusan konsumen sebagai respon dari pengalaman berbelanja mereka. Data diperoleh dari pengisian survei oleh 1.281 responden Shopee dan 370 responden Lazada yang telah memiliki pengalaman berbelanja di kedua CBEC tersebut dalam periode enam bulan terakhir. Selanjutnya, data dianalisis dengan menggunakan Structural Equation Method (SEM). Hasil dari penelitian ini adalah terdapat pengaruh positif signifikan antara product description, platform enduring involvement, dan platform situational involvement terhadap perceived trust untuk studi kasus CBEC Shopee dan terdapat pengaruh positif signifikan antara product description dan platform situational involvement terhadap perceived trust untuk studi kasus CBEC Lazada. Selanjutnya, platform situational involvement dan perceived trust juga terbukti berpengaruh positif terhadap purchase intention. Tingginya purchase intention tersebut berpengaruh dalam meningkatkan actual purchase konsumen.

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Cross-border e-commerce (CBEC) is growing rapidly, it provides a new shopping experience for customers where they can involve in a global transaction. In dealing with this phenomenon, sellers and providers in the e-commerce industry need to adapt to meet the needs and expectations of customers across the countries. Therefore, this study was conducted to analyze the intervariable influence within the stages of product cognition, platform emotion, behavior intention, and actual behavior in CBEC Shopee and Lazada. This research is based on the Hierarchy of Effect (HOE) model which consists of the stages of customer progression of learning and decision-making as a response of their shopping experiences. A total research data of 1.281 CBEC Shopee and 370 CBEC Lazada respondents who have shopped at both of CBEC in the last six months were collected through a structured questionnaire. The data are analyzed by using validity and reliability test, and then continued by Structural Equation Modeling (SEM) method. The findings of this study reveal that there is a significant positive influence between product description, platform enduring involvement, and platform situational involvement on perceived trust in the study case of CBEC Shopee and there is a significant positive influence between product description and platform situational involvement on perceived trust in the study case of CBEC Lazada. Furthermore, platform situational involvement and perceived trust have also been shown to have a positive effect on purchase intention. The high level of purchase intention influences the actual purchase of customers."

"Shopee merupakan mobile-platform pertama di Asia Tenggara (Indonesia, Filipina, Malaysia, Singapura, Thailand, Vietnam) dan Taiwan yang menawarkan transaksi jual beli online yang menyenangkan, gratis, dan terpercaya via ponsel (https://www.shopee.co.id). Untuk menjaga para pelanggan agar tidak beralih ke produk pesaing, perusahaan harus melakukan beberapa hal yang dapat mengikat hati pelanggan untuk tetap setia pada produk perusahaan. Salah satunya yaitu kualitas layanan yang baik untuk pelanggan. Pelayanan terbaik tentu harus memahami kebutuhan dan keluhan para pelanggan. Sehingga pelayanan yang dilakukan oleh perusahaan tepat sasaran Kualitas layanan elektronik dapat diukur melalui efisiensi, privasi, keandalan, manfaat emosional dan layanan pelanggan (Putri, et.al. 2021). Dalam penelitian ini ingin menganalisis pengaruh kualitas layanan online Shopee terhadap loyalitas pengguna Shopee di Jakarta. Hasil penelitian menunjukkan terdapat pengaruh antara kualitas layanan online Shopee terhadap loyalitas pengguna Shopee di Jakarta dengan nilai r sebesar 0,949 yang berarti terdapat pengaruh yang sangat kuat disamping itu dalam penelitian ini didapatkan nilai koefisien determinasi sebesar 0,900, hal ini ini memperlihatkan bahwa variabel kualitas layanan online Shopee membentuk variabel loyalitas pengguna Shopee di Jakarta sebesar 90% sedang sisanya 10% dipengaruhi oleh variabel lainnya.

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Shopee is the first mobile-platform in Southeast Asia (Indonesia, Philippines, Malaysia, Singapore, Thailand, Vietnam) and Taiwan that offers interesting and reliable online buying and selling transactions via mobile phones (https://www.shopee.co.id). To keep customers from switching to competitors' products, companies must do a number of efforts that can hold the hearts of customers to remain loyal to the company's products. One of them is good service quality for customers. The best service, of course, must understand the needs and complaints of customers. So that services performed by companies are right on target. The quality of online services can be measured through efficiency, privacy, reliability, emotional benefits and customer service (Putri, et.al. 2021). The objective of this study is to analyze the effect of Shopee's online services quality on Shopee users loyalty in Jakarta. The results showed that there was an influence between Shopee's online services quality on Shopee users loyalty in Jakarta with an r value of 0.949 which means that there is a very strong influence. In addition, this study obtained a coefficient of determination of 0.900, this shows that variable of Shopee online service quality constructs variable of Shopee users loyalty in Jakarta by 90% while the remaining 10% is influenced by other variables."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLS-SEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLS-SEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLSSEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."

"Transaksi bisnis dan pembelian online cukup berkembang di Indonesia. Hal ini dapat dilihat dari semakin banyaknya toko online di internet. Dalam mengiklankan produknya, para pelaku usaha menggunakan iklan baris sebagai media promosi, salah satunya adalah testimonial. Testimonial atau review produk merupakan salah satu elemen penting yang berpengaruh pada aktivitas pembelian online. Tahap kepercayaan diri pelanggan terhadap ulasan atau penilaian produk juga meningkat dari tahun ke tahun. Sayangnya, keaslian ulasan mulai dipertanyakan seiring dengan meningkatnya ulasan palsu yang menyesatkan pelanggan. Hal ini merugikan pelanggan bahkan sampai mempengaruhi kredibilitas penjual atau platform E-Commerce Shopee itu sendiri. Isu-isu tersebut adalah hukum perlindungan konsumen terkait dengan testimoni palsu dalam transaksi E-Commerce Shopee di Indonesia, penerapan testimoni palsu dan dampak negatif terhadap pelanggan, dan upaya perlindungan hukum kepada pelanggan akibat praktik testimonial palsu. Dalam tesis ini akan menggunakan teknik penelitian terapan, penekanan dalam penelitian terapan adalah pada pemecahan masalah praktis. Ini berfokus secara khusus pada bagaimana teori-teori umum dapat dipraktikkan. Shopee harus bertanggung jawab atas hak konsumen yang dilanggar dan kewajiban pelaku usaha yang dilanggar. Penelitian ini juga mengambil sumber langsung dari Undang-Undang Perlindungan Konsumen Nomor 8 Tahun 1999 dan juga kebijakan aplikasi Shopee, serta beberapa narasumber ahli yang akan diwawancarai.

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Business transactions and online purchasing are quite evolved in Indonesia. It may be visible from the increasing quantity of online stores on the internet. In advertising their products, business actors use classified ads as promotional media, one of that is testimonials. Testimonials or product reviews is one of the crucial elements that have an effect on online purchasing activities. The stage of customer self-belief in product reviews or evaluations has additionally extended from year to year. Unfortunately, the authenticity of reviews is beginning to be wondered at the side of the upward thrust of fake reviews that mislead customers. This matter harm customers even as affecting the credibility of the seller or the E-Commerce Shopee platform itself. The issues mentioned have been the law of consumer protection associated with fake testimonials in E-Commerce Shopee transactions in Indonesia, the exercise of faux testimonials and negative impacts on customers, and legal protection efforts to customers due to the practice of fake testimonials. In this thesis will use applied research techniques the emphasis in applied research is on solving practical problems. It focuses specifically on how general theories can be put into practice. Shopee must be responsible for consumer rights that have been violated and the obligations of business actors who have been violated. This study also draws direct sources from the Consumer Protection Law Number 8 of 1999 and also Shopee application policies, as well as several expert sources who will be interviewed"

"E-commerce selalu berusaha untuk meningkatkan kualitas pelayanannya, dimana salah satu cara yang sering digunakan adalah dengan menganalisis data yang didapatkan dari pengguna. Penggunaan data dapat memastikan pengguna mendapatkan layanan yang lebih baik, namun juga dapat menimbulkan masalah pelanggaran privasi pada pengguna. Pelanggaran privasi ini dapat menyebabkan pengguna khawatir terhadap privasinya di e-commerce. Untuk mengatasi rasa khawatir pengguna akan privasi, terlebih dahulu harus diketahui faktor-faktor yang memengaruhi rasa khawatir tersebut. Oleh karena itu, penelitian ini bertujuan untuk menganalisis faktor internal dan eksternal yang memengaruhi online privacy concern pada e-commerce di Indonesia. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada responden dan diolah dengan menggunakan metode CBSEM pada aplikasi AMOS 24.0. Jumlah responden valid yang didapatkan dari pengisian kuesioner adalah sebanyak 1.017 responden. Pengolahan data dilakukan berdasarkan tiga kelompok data, yaitu kelompok laki-laki, kelompok perempuan, dan kelompok gabungan. Hasil penelitian menunjukkan bahwa faktor internal yang memengaruhi online privacy concern pada e-commerce di Indonesia adalah privacy awareness, previous online experience, dan privacy control, sedangkan faktor eksternalnya adalah information collection. Pengolahan data berdasarkan jenis kelamin menghasilkan faktor-faktor yang berbeda pada pengguna laki-laki dan pengguna perempuan. Selain itu, hasil penelitian juga menunjukkan hubungan positif antara online privacy concern dengan withholding personal information dan fabricating personal information

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E-commerce is always trying to improve its service quality, where one of the ways that are often used is analyzing data obtained from users. The use of data can ensure users get better service, but also can cause privacy violations to users. Violation of privacy can grow user's concern about privacy in e-commerce. To overcome the user's worry about privacy, the factors that influence that worry must be known. Therefore, this study aims to analyze the internal and external factors that influence online privacy concerns in e-commerce in Indonesia. Data collection was carried out by distributing questionnaires and processed using the CB-SEM method on the AMOS 24.0. The number of valid respondents obtained was 1,017 respondents. Data processing was carried out based on three data groups, namely men's group, women's group, and joint group. The results showed that internal factors that affect online privacy concerns in e-commerce in Indonesia are privacy awareness, previous online experience, and privacy control, while the external factor is information collection. Data processing by gender produces different factors in male users and female users. Also, the results of the study showed a positive relationship between online privacy concerns with personal information holding and fabricating personal information."