{"title":"客户信任在塑造网站质量和服务质量与在线购物网站TOKOPEDIA .com上客户利益之间的关系","authors":"Y. Djaja","doi":"10.21460/jrmb.2022.172.451","DOIUrl":null,"url":null,"abstract":"Abstrak Penelitian ini bertujuan untuk menguji pengaruh kualitas website dan kualitas layanan terhadap minat beli yang dimediasi oleh kepercayaan pelanggan. Penelitian ini melibatkan sebanyak 200 orang konsumen Tokopedia.com. Dengan menggunakan alat analisis SEM-PLS diperoleh hasil: 1) Semakin bagus kualitas website dan semakin baik kualitas layanan akan menyebabkan peningkatan kepercayaan pelanggan. 2) Peningkatan kualitas website, kualitas layanan, dan kepercayaan pelanggan akan meningkatkan minat beli. 3) Dengan memasukkan kepercayaan pelanggan sebagai mediator akan meningkatkan pengaruh kualitas website dan kualitas layanan pada minat beli. Kata kunci: kualitas website, kualitas layanan, kepercayaan pelanggan, dan minat beli AbstractThis study aims to examine the effect of website quality and service quality on purchase intention mediated by customer trust. This research involved 200 Tokopedia.com consumers. By using the SEM-PLS analysis tool, the results are obtained: 1) The better the quality of the website and the better the quality of service, it will lead to an increase in customer trust. 2) Improving website quality, service quality, and customer trust will increase buying interest. 3) Entering customer trust as a mediator will increase the influence of website quality and service quality on purchase intention. Keywords: website quality, service quality, customer trust, and purchase intention.","PeriodicalId":31928,"journal":{"name":"Jurnal Riset Bisnis dan Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2023-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"PERAN KEPERCAYAAN PELANGGAN DALAM MEMEDIASI HUBUNGAN ANTARA KUALITAS WEBSITE DAN KUALITAS PELAYANAN TERHADAP MINAT BELI PELANGGAN PADA SITUS BELANJA ONLINE TOKOPEDIA.COM\",\"authors\":\"Y. Djaja\",\"doi\":\"10.21460/jrmb.2022.172.451\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstrak Penelitian ini bertujuan untuk menguji pengaruh kualitas website dan kualitas layanan terhadap minat beli yang dimediasi oleh kepercayaan pelanggan. Penelitian ini melibatkan sebanyak 200 orang konsumen Tokopedia.com. Dengan menggunakan alat analisis SEM-PLS diperoleh hasil: 1) Semakin bagus kualitas website dan semakin baik kualitas layanan akan menyebabkan peningkatan kepercayaan pelanggan. 2) Peningkatan kualitas website, kualitas layanan, dan kepercayaan pelanggan akan meningkatkan minat beli. 3) Dengan memasukkan kepercayaan pelanggan sebagai mediator akan meningkatkan pengaruh kualitas website dan kualitas layanan pada minat beli. Kata kunci: kualitas website, kualitas layanan, kepercayaan pelanggan, dan minat beli AbstractThis study aims to examine the effect of website quality and service quality on purchase intention mediated by customer trust. This research involved 200 Tokopedia.com consumers. By using the SEM-PLS analysis tool, the results are obtained: 1) The better the quality of the website and the better the quality of service, it will lead to an increase in customer trust. 2) Improving website quality, service quality, and customer trust will increase buying interest. 3) Entering customer trust as a mediator will increase the influence of website quality and service quality on purchase intention. Keywords: website quality, service quality, customer trust, and purchase intention.\",\"PeriodicalId\":31928,\"journal\":{\"name\":\"Jurnal Riset Bisnis dan Manajemen\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-08-02\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Jurnal Riset Bisnis dan Manajemen\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.21460/jrmb.2022.172.451\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Jurnal Riset Bisnis dan Manajemen","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21460/jrmb.2022.172.451","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
PERAN KEPERCAYAAN PELANGGAN DALAM MEMEDIASI HUBUNGAN ANTARA KUALITAS WEBSITE DAN KUALITAS PELAYANAN TERHADAP MINAT BELI PELANGGAN PADA SITUS BELANJA ONLINE TOKOPEDIA.COM
Abstrak Penelitian ini bertujuan untuk menguji pengaruh kualitas website dan kualitas layanan terhadap minat beli yang dimediasi oleh kepercayaan pelanggan. Penelitian ini melibatkan sebanyak 200 orang konsumen Tokopedia.com. Dengan menggunakan alat analisis SEM-PLS diperoleh hasil: 1) Semakin bagus kualitas website dan semakin baik kualitas layanan akan menyebabkan peningkatan kepercayaan pelanggan. 2) Peningkatan kualitas website, kualitas layanan, dan kepercayaan pelanggan akan meningkatkan minat beli. 3) Dengan memasukkan kepercayaan pelanggan sebagai mediator akan meningkatkan pengaruh kualitas website dan kualitas layanan pada minat beli. Kata kunci: kualitas website, kualitas layanan, kepercayaan pelanggan, dan minat beli AbstractThis study aims to examine the effect of website quality and service quality on purchase intention mediated by customer trust. This research involved 200 Tokopedia.com consumers. By using the SEM-PLS analysis tool, the results are obtained: 1) The better the quality of the website and the better the quality of service, it will lead to an increase in customer trust. 2) Improving website quality, service quality, and customer trust will increase buying interest. 3) Entering customer trust as a mediator will increase the influence of website quality and service quality on purchase intention. Keywords: website quality, service quality, customer trust, and purchase intention.
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