VOlUME 05 ISSUE 09 SEPTEMBER 2022
1Fitrah Anggardini,2 Siwi Dyah Ratnasari
1,2STIE Malangkucecwara Malang, East Java, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v5-i9-07Google Scholar Download Pdf
ABSTRACT
This study aims to determine: 1) Service quality affects trust, 2) Trust affects purchasing decisions, 3) Service quality affects purchasing decisions, and 4) There is an indirect influence between service quality and purchase decisions through trust in Shopee online shopping application users. The researcher used a quantitative approach with his analysis tool PLS in this study. This study used data collection techniques through questionnaires. The population of this study is employees of Lombok Astoria Hotel with a total of 110 employees. The study sample was 86 employees using the random sample method. The results of this study show that: 1) Service quality has a positive and significant effect on trust, 2) Trust has a positive and significant effect on purchasing decisions, 3) Service quality has a positive and significant effect on purchasing decisions, 4) Positive and significant influences on service quality on purchasing decisions through trust. These results show that the quality of service and trust can influence consumers in making purchasing decisions.
KEYWORDS:Quality of Service, Trust, Purchasing Decision
REFERENCES
1) Andra, Y., Arsya, V., & Besra, E. (2021). Effect Of E-Service Quality And Perceived Value On E-Trust With E-Satisfaction As A Mediation Variable (Study
On Customers Who Online Shopping In The Shopee App During Covid-19 Pendemic In Indonesia). Journal Of Business Studies And Mangement Review,
5(1), 108–117. Https://Doi.Org/10.22437/Jbsmr.V5i1.16934
2) Andryusalfikri, Wahab, Z., & Widiyanti, M. (2019). Effect Of Trust, Quality Of Products And Quality Services On Purchase Decisions On E-Commerce
Shopee In Palembang City. International Journal Of Management And Humanities, 3(12), 1–6. Https://Doi.Org/10.35940/Ijmh.L0313.0831219
3) Antika, B. W., & Andjarwati, A. L. (2016). Pengaruh Kemudahan Dan Emotional Factor Terhadap Word Of Mouth Dengan Kepuasan Sebagai Variabel
Intervening (Studi Pada Konsumen Olx Di Surabaya). Jurnal Ilmu Manajemen, 4(3), 1–14.
4) Anugrah, A., Supervisor, P., & Puspaningrum, A. (2016). The Influence Of Trust, Security, Service Quality, And Perceived Risk Towards Purchase Decision
Through Social Media Instagram (Studies On Online Shop User Through Social Media Instagram In Malang).
5) APJI. (2022). Hasil Survey Profil Internet Indonesia 2022. Apji.Or.Od, June. Apji.Or.Id
6) Asmarani, A. (2021). THE EFFECT OF SERVICE QUALITY, TRUST, AND SECURITY OF SHOPEE ON ONLINE PURCHASE DECISIONS ON STUDENTS
OF STATE UNIVERSITY OF JAKARTA. January, 1–6.
7) Ayuningtiyas, K., & Gunawan, H. (2018). Pengaruh Kepercayaan, Kemudahan Dan Kualitas Informasi. Journal Of Applied Business Administration, 2(1),
152–165.
8) Azis, Asdar, M. (2021). The Effect Of Trust And Price On Purchase Decisions Through Brand Image As Intervening Variables (Case Study Of Shopee Users
In Makassar City). Hanauddin Journal Of Applied Business And Entrepreneurship, 4(1), 22–39. Https://Doi.Org/10.26487/Hjabe.V4i1.421
9) Bakhtiar. (2021). Secara Online Pada Pengguna Media Sosial Facebook Di Kecamatan Arut Selatan Kotawaringin Barat. 9(2), 83–92.
10) Fadhillah, A., Zebua, Y., & Prayoga, Y. (2021). Analysis Of Information Quality, Trust And Satisfaction On Customer Participation (Case Study On Customer
Online Shop Shopee In Rantauprapat). Budapest International Research And Critics Institute (BIRCI-Journal): Humanities And Social Sciences, 4(2), 3039–
3051. Https://Doi.Org/10.33258/Birci.V4i2.2010
11) Hidayati, L. N. (2018). Pengaruh Harga, Kepercayaan, Keamanan, Dan Presepsi Akan Risiko Terhadap Keputusan Pembelian Sepatu Nike Melalui Instagram.
Jurnal Ilmu Dan Riset Manajemen, 7(11), 1–21.
12) Iqbal, M. I. N., & Usman, O. (2021). Effect Of Service Quality, Promotion, And Consumer Trust On Go-Jek Service Purchase Decisions For Unj College
Students. SSRN Electronic Journal. Https://Doi.Org/10.2139/Ssrn.3768496
13) Iskandar, D., & Nasution, M. I. B. (2019). Analisis Pengaruh Kepercayaan, Keamanan Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Online
Shop Lazada SNK © 2019 Published By UMSU (Studi Kasus Pada Mahasiswa/I FEB UMSU). Jurnal Kewirausahaan, 1(1), 128–137.
14) Juliana, Juliana, Arifin Djakasaputra , Rudy Pramono, E. H. (2020). Brand Image , Perceived Quality , Ease Of Use , Trust , Price , Service Quality On
Customer Satisfaction And Purchase Intention Of Blibli Website With Digital Technology As Dummy Variable In The Use. Journal Of Critical Reviews,
7(11), 3987–4000.
15) Kangean, S., Prologia, F. R.-, & 2020. (2020). Analisis Strategi Komunikasi Pemasaran Dalam Persaingan E-Commrece Di Indonesia. Journal.Untar.Ac.Id.
Http://Journal.Untar.Ac.Id/Index.Php/Prologia/Article/View/6504
16) Lahindah, L., Merisa, M., & Siahaan, R. A. (2018). The Influence Of Product Innovation And Service Quality To Buying Decision And The Impact To Repeat
Buying At Progo Road Bandung. The Asian Journal Of Technology Management (AJTM), 11(2), 118–124. Https://Doi.Org/10.12695/Ajtm.2018.11.2.4
17) Lestari, N. A., & Iriani, S. S. (2018). Pengaruh Kepercayaan Dan Kemudahan Transaksi Terhadap Keputusan Pembelian Secara Online Pada Situs
Mataharimall.Com. Manajemen Fakultas Ekonomi Universitas, 6(1), 1–8.
18) Mbete, G. S., & Tanamal, R. (2020). Effect Of Easiness, Service Quality, Price, Trust Of Quality Of Information, And Brand Image Of Consumer Purchase
Decision On Shopee Online Purchase. Jurnal Informatika Universitas Pamulang, 5(2), 100. Https://Doi.Org/10.32493/Informatika.V5i2.4946
19) Nita, L., Pasi, K., & Sudaryanto, B. (2021). Analisis Pengaruh Online Customer Reivews Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Dengan
Kepercayaan Sebagai Variabel Intervening (Studi Pada Konsumen Shopee Di Kota Semarang). Diponegoro Journal Of Management, 10(3), 1–12.
Http://Ejournal-S1.Undip.Ac.Id/Index.Php/Dbr
20) Nurhadi, N., & Azis, A. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan Kesetiaan Konsumen. Jurnal Economia, 14(1), 89.
Https://Doi.Org/10.21831/Economia.V14i1.13130
21) Nursani, Arifin, R., & Hufron, M. (2019). Analisis Pengaruh Kepercayaan, Keamanan, Harga, Kualitas Pelayanan, Dan Persepsi Akan Resiko Terhadap
Keputusan Pembelian Pada Konsumen E-Commerce Melalui Shopee (Studi Pada Mahasiswa Unisma). Jurnal Ilmiah Riset Manajemen, 8, 1–14.
22) PRASETYO, K. A. (2018). The Influence Of Trust, Security And Service Quality Toward Purchase Decision At Lazada. Journal Of Research In Management,
1(2), 18–22. Https://Doi.Org/10.32424/Jorim.V1i2.26
23) Priscillia, M., Budiono, H., Wiyanto, H., & Widjaya, H. (2021). The Effects Of Website Design Quality And Service Quality On Repurchase Intention Among
Shopee Customers In Jakarta, With Customer Trust As A Mediating Variable. Proceedings Of The Ninth International Conference On Entrepreneurship And
Business Management (ICEBM 2020), 174(Icebm 2020), 38–44. Https://Doi.Org/10.2991/Aebmr.K.210507.006
24) 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
25) Vierdwiyani, D., & Afriapollo, S. (2020). Analysis Of Service Quality And Brand Image On Customer Satisfaction Through Purchase Decisions As Intervening
Variable (Case Study E-Commerce Shopee At Villa Galaxy Housing Rt 002) Deviana. 1(6), 802–815. Https://Doi.Org/10.31933/Dijms
26) Wahyuni, I., & Pramitasari, T. D. (2022). Pengaruh Kualitas Pelayanan, Harga Dan Kepercayaan Pada Jasa Pengiriman Jne Terhadap Loyalitas Konsumen
Online Shopee. 20(1), 37–51.
27) Wirani, M., & Wibasuri, A. (2020). The Measurement Of Information Quality And E-Service Quality On Customer Satisfaction In Shopee Indonesia.
International Conference On …, December, 214–219.
Https://Jurnal.Darmajaya.Ac.Id/Index.Php/Icitb/Article/View/2592%0ahttps://Jurnal.Darmajaya.Ac.Id/Index.Php/Icitb/Article/Download/2592/1330
28) Yogasuria, C. O., Dr. Osly Usman, M. B., & Lecturer. (2020). Influence Of Advertising, Price, And Quality Of Service On Purchase Decisions On The Shopee
Application (Studies At State University Of Jakarta Students). December, 1–24. Https://Papers.Ssrn.Com/Sol3/Papers.Cfm?Abstract_Id=3768330
29) Yunita, N. R., Sumarsono, H., & Farida, U. (2019). Pengaruh Persepsi Risiko, Kepercayaan, Dan Keamanan Terhadap Keputusan Pembelian Online Di
Bukalapak. ISOQUANT: Jurnal Ekonomi, Manajemen Dan Akuntansi, 3(1), 90–105.
30) Yusran, I. P. (2020). Effect Of Ease Of Use, Service Quality, Price And Brand Image On Purchase Decision In Tokopedia. Januari, 5–16.