The effect of trust, perceived risk and satisfaction on the repurchase intention of Shopee application users
Keywords:
Trust, Perseived Risk, Satisfaction, Repurchase Intention
Abstract
The purpose of this study is to examine how Trust, Perceived Risk, and Satisfaction impact Repurchase Intentions in the Shopee application Padang City. All Shopee application users in Padang City who had used the app at least once for online purchasing throughout the previous six months made up the study's population. 140 respondents made up the samples used in this investigation. Online surveys are used to gather data, while SPSS software is used to handle the data. This study's findings support it. Users of the Shopee application in the city of Padang's Repurchase Interest are positively and significantly impacted by trust. Users of the Shopee application in the city of Padang have a negative and significant impact on their interest in repurchasing goods due to their perception of risk. Users of the Shopee application in the city of Padang's Repurchase Interest are positively and significantly impacted by satisfaction. The findings of this study indicate that trust and contentment have a positive and significant influence, whereas the perception of risk has a negative affect.
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References
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https://doi.org/10.2753/MIS0742-1222240404
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Towards e-Satisfaction and e-Loyalty of Mandiri Online User Customers.
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Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation:
mediation of trust and e-satisfaction. Marketing Intelligence and Planning,
38(4), 401–415. https://doi.org/10.1108/MIP-02-2019-0072
Ventre, I., & Kolbe, D. (2020). The Impact of Perceived Usefulness of Online
Reviews, Trust and Perceived Risk on Online Purchase Intention in
Emerging Markets: A Mexican Perspective. Journal of International
ConsumerMarketing,32(4),287–299.
https://doi.org/10.1080/08961530.2020.1712293
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Internet Research, 21(1), 82–96. https://doi.org/10.1108/10662241111104893
Wibowo, S. E., Ruswanti, E., Januarko, U., Ekonomi, F., Unggul, U. E., & Jeruk,
(2013). Pengaruh Persepsi Kualitas Pelayanan Terhadap Niat Pembelian
Ulang Pada Toko Buku Gramedia Yogyakarta. Jurnal Ekonomi, 56–64.
Wijaya, P. S. M., & Teguh, C. (2012). Faktor- Faktor Yang Mempengaruhi
Minat Beli Di Online Shop Specialis Guess. Jurnal Riset Manajemen Dan Bisnis,7(2), 147. https://doi.org/10.21460/jrmb.2012.72.79
Wuisan, D. S. S., Candra, D., Tanaya, M. A., Natalia, V., & Bernarto, I. (2020). Effect of Website Design Quality and E-Service Quality on Repurchase Intention Sociolla E-Trust as a Mediation Variable.
Computatio: Journal of Computer Science and Information Systems, 4(1),55
Yamin, S., & Kurniawan, H. (2009). Structural Equation Modeling. Jakarta:
Salemba Empat. Yamin, S., & Kurniawan, H. (2011). Generasi Baru
Mengolah Data Penelitian dengan Partial least Square Path Modeling.
Jakarta: Salemba Empat.
Yeo, S.F., Tan C.L., Teo, S.L., Tan, K.H., 2021. The role of food apps servitization on repurchase intention: A study of FoodPanda. International Journal of Production Economics. https://doi.org/10.1016/j.ijp.2021.108063
Yeo, V.C.S., Goh, S.K., Rezaei, S., 2017. Consumer experiences, attitude and behavioral intention toward online food delivery (ofd) services. J. Retailing Consum. Serv. 35, 150–162
Zendehdel, M., Paim, L. B. T. H. J., Bojei, J. B., & Osman, S. B. T. (2011). The
effects of trust on online Malaysian students buying behavior. Australian
Journal of Basic and Applied Sciences, 5(12), 1125–1132.
Zhou, T., Lu, Y., & Wang, B. (2009). The relative importance of website design
quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327–337.
https://doi.org/10.1080/10580530903245663.
Keywords : E-Security , E-Service Quality , E-Satisfaction , E-Repurchase Intention. Diponegoro Journal of Social and Political Affairs, 1–8.
Agag, G. (2019). E-commerce Ethics and Its Impact on Buyer Repurchases
Intention and Loyalty: An Empirical Study of Small and Medium Egyptian Business. Journal of Business Ethics, 154(2), 389–410. https://doi.org/10.1007/s10551-017-3452-3
Agus Pratiwi, S., & Kusuma Dewi, C. (2016). Effect of E-Service Quality
Behavior Intentions With E-Satisfaction as a Mediator (Study on Kriya.Co.Id). Journal of Computech & Business, 10(2), 59–71.
Assegaff, S. (2015). Influence Trust and Online Shopping
Experiences of Consumer Behavior
in Online Shopping: Consumer Perspectives in Indonesia. Journal of Management Applications (JAM), 13(Number 3), 463–473.
Atmojo, J. J. T., & Widodo, T. (2021). Effect of E-service Quality on
Ecustomer Loyalty Melalui E-customer Satisfaction Sebagai VariabelIntervening Pada Aplikasi Tiket . com (The Effect Of E-Service Quality onE-Customer Loyalty through E-Customer Satisfaction as InterveningVariables o. E-Proceeding of Management, 8(5), 4519.
Awad, N. F., & Ragowsky, A. (2008). Building trust in e-commerce through
online word of mouth: Cross-sex examination. Journal of Management Information Systems, 24(4), 101–121.
https://doi.org/10.2753/MIS0742-1222240404
Budiman, A., Yulianto, E., & Saifi, M. (2020). Effect of E-Service Quality
Towards e-Satisfaction and e-Loyalty of Mandiri Online User Customers.
Profit, 14(01), 1–11. https://doi.org/10.21776/ub.profit.2020.014.01.1
Bulut, Z. A. (2015). Determinants of Repurchase Intention In Online Shopping:
Turkish Consumer Perspectives. International Journal of Business and Social Affairs
Science. Dokuz Eylül University. International Journal of Business and Social Sciences, 6(10), 55–63.
https://ijbssnet.com/journals/Vol_6_No_10_October_2015/5.pdf
Cyr, D., Hassanein, K., Head, M., & Ivanov, A. (2007). Social role
presence in building loyalty in the e-Service environment. Interacting withComputers, 19(1), 43–56. https://doi.org/10.1016/j.intcom.2006.07.010
Dimas, P. sigit R. (2014). The effect of service quality on satisfaction
customers who use futsal field services (case study at IFI Futsal Bandung). In Telkom University (September Issue, pp. 1–13). Fikri, ), Anam, H., Marheni, ), Saputri, E., Prodi, ), Business, A., Communication, F., &Business, D. (2020). The Effect of E-Service Quality on Customer SatisfactionTokopedia Study on Telkom University Students E-Service QualityEffect on Tokopedia Customer Satisfaction in Telkom University Students. EProceeding of Management
, 7(2), 6353–6362.
Firmawan Adixio, R., & Saleh, L. (2013). Effect of Service Quality and Value
What is felt about the intention of repurchase through the mediation of satisfaction of solaria restaurant customers in Surabaya. Journal of Business and Banking,3 (2), 151. https://doi.org/10.14414/jbb.v3i2.233
Giovanis, A. N., & Athanasopoulou, P. (2014). Gaining customer loyalty in etailing
marketplace: The role of e-service, e-satisfaction and e-trust quality.
International Journal of Technology Marketing, 9(3), 305–319.
https://doi.org/10.1504/IJTMKT.2014.063857
Gosal, G. B., & Bernarto, I. (2021). Pengaruh E-security, E-service Quality
on E-satisfaction and the Effect of E-satisfaction, E-security, and Eservice Quality on E-repurchase Intention Directly on Tokopedia E-commerce Users. Journal of Business Administration (JAB), 11(2),2021.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Pelanggan
repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800.
https://doi.org/10.1108/03090560310495456
Jayaputra, R. (2022). Intent through e-Customer Satisfaction. 10(1).
Masitoh, M. R., Wibowo, H. A., & Sunaryo, D. (2018). Pengaruh Kualitas
Pelayanan, Kepuasan, dan Kepercayaan Merek terhadap Niat Pembelian
Ulang di Toko Online Tokopedia. Manajemen, 8(1), 60–77.
Prahara, G. T., & Wardhana, A. (2020). Effect of E-Service Quality on ESatisfaction
On users of the Lazada Indonesia e-commerce application in KotaPekanbaru. In
Jurnal e-Proceeding of Management (Vol. 7, Issue 2, pp.6391–6401).
www.lazada.co.id,
Prakosa, D., & Pradhanawati, A. (2020). Effect of e-trust and e-service quality
Against e-Loyalty with E-Satisfaction as an Intervening Variable (Case Study on Tokopedia Users in Semarang City). Journal of Business Administration , 9(4), 457–464
Resmanasari, D., Ruswandi, W., & Setiadi, S. (2020). Pengaruh Kepercayaan,
Keamanan dan Persepsi Akan Resiko terhadap Keputusan Pembelian Belanja Online. Jurnal Ekonomak, VI(2), 16–23. http://ejournal.stiepgri.ac.id/index.php/ekonomak/article/view/153
Setyoparwati, I. C. (2019). The Effect of the ConsumerTrust Dimension n On
Customer Satisfaction In E-Commerce in Indonesia. Scientific MEA(Management, Economics, & Accounting), 3(3), 111–119. https://doi.org/10.31955/mea.vol4.iss1.pp111-119
Shin, J.K., Chung K.H., Oh J.S.,2013. The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. Internasional Journal of Information Management. 453-463.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation:
mediation of trust and e-satisfaction. Marketing Intelligence and Planning,
38(4), 401–415. https://doi.org/10.1108/MIP-02-2019-0072
Ventre, I., & Kolbe, D. (2020). The Impact of Perceived Usefulness of Online
Reviews, Trust and Perceived Risk on Online Purchase Intention in
Emerging Markets: A Mexican Perspective. Journal of International
ConsumerMarketing,32(4),287–299.
https://doi.org/10.1080/08961530.2020.1712293
Weisberg, J., Te’eni, D., & Arman, L. (2011). Past purchase and intention to purchase in e‐commerce.
Internet Research, 21(1), 82–96. https://doi.org/10.1108/10662241111104893
Wibowo, S. E., Ruswanti, E., Januarko, U., Ekonomi, F., Unggul, U. E., & Jeruk,
(2013). Pengaruh Persepsi Kualitas Pelayanan Terhadap Niat Pembelian
Ulang Pada Toko Buku Gramedia Yogyakarta. Jurnal Ekonomi, 56–64.
Wijaya, P. S. M., & Teguh, C. (2012). Faktor- Faktor Yang Mempengaruhi
Minat Beli Di Online Shop Specialis Guess. Jurnal Riset Manajemen Dan Bisnis,7(2), 147. https://doi.org/10.21460/jrmb.2012.72.79
Wuisan, D. S. S., Candra, D., Tanaya, M. A., Natalia, V., & Bernarto, I. (2020). Effect of Website Design Quality and E-Service Quality on Repurchase Intention Sociolla E-Trust as a Mediation Variable.
Computatio: Journal of Computer Science and Information Systems, 4(1),55
Yamin, S., & Kurniawan, H. (2009). Structural Equation Modeling. Jakarta:
Salemba Empat. Yamin, S., & Kurniawan, H. (2011). Generasi Baru
Mengolah Data Penelitian dengan Partial least Square Path Modeling.
Jakarta: Salemba Empat.
Yeo, S.F., Tan C.L., Teo, S.L., Tan, K.H., 2021. The role of food apps servitization on repurchase intention: A study of FoodPanda. International Journal of Production Economics. https://doi.org/10.1016/j.ijp.2021.108063
Yeo, V.C.S., Goh, S.K., Rezaei, S., 2017. Consumer experiences, attitude and behavioral intention toward online food delivery (ofd) services. J. Retailing Consum. Serv. 35, 150–162
Zendehdel, M., Paim, L. B. T. H. J., Bojei, J. B., & Osman, S. B. T. (2011). The
effects of trust on online Malaysian students buying behavior. Australian
Journal of Basic and Applied Sciences, 5(12), 1125–1132.
Zhou, T., Lu, Y., & Wang, B. (2009). The relative importance of website design
quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327–337.
https://doi.org/10.1080/10580530903245663.
Published
2023-03-31
How to Cite
Adella Cunrawasih, & Fasyni, A. (2023). The effect of trust, perceived risk and satisfaction on the repurchase intention of Shopee application users . Marketing Management Studies, 3(1), 41-52. https://doi.org/10.24036/mms.v3i1.355
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