Peran Online Trust, Risk Perception, Delivery Risk dalam Menentukan Online Purchase Intention pada iGeneration yang Menggunakan E-Commerce
Abstract
Platform e-commerce telah hadir dan mampu berkontribusi positif terhadap kinerja pelaku bisnis. Konsumen dihadapkan dengan beragam alternatif platform e-commerc. Penting bagi setiap penyedia layanan platform berbasis digital perlu untuk memberikan layanan yang dapat memberikan layanan kemanan dan kepercayaan terhadap konsumen pada saat bertransaksi melalui platform e-commerce. Tujuan penelitian ini yaitu untuk mengetahui dampak online trust, risk perseption dan delivery risk terhadap online purchase intention pada iGeneration yang menggunakan e-commerce. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan kuesioner online yang di sebarkan kepada responden. Adapun populasi yang digunakan dalam penelitian ini yaitu keseluruhan konsumen iGeneration yang melakukan pembelian online pada media e-commerce. Ukuran sampel minimum diambil berdasarkan perhitungan 10 kali jumlah item pengukuran dan diperoleh jumlah sampel sebesar 120 sampel. Metode analisis yang digunakan dalam penelitian ini menggunakan pendekatan analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa untuk variabel online trust tidak berdampak signifikan terhadap online purchase intention. Untuk variabel risk perception berdampak signifikan terhadap online purchase intention. Selanjutnya untuk variabel delivery risk tidak berdampak signifikan terhadap online purchase intention.
Keywords:
Online Trust, Risk Perception, Delivery Risk, Online Purchase Intention
References
Agag, G., & El-Masry, A. A. (2016). Understanding consumer intention to participate in online travel community and effects on consumer intention to purchase travel online and WOM: An integration of innovation diffusion theory and TAM with trust. Computers in human behavior, 60, 97-111.
Berman, J. (2012). (n.d.). Modernist Commitments. In Modernist Commitments. Columbia University Press.
Chatterjee, S., & Kumar Kar, A. (2020). Why do small and medium enterprises use social media marketing and what is the impact: Empirical insights from India. International Journal of Information Management, 53(December 2019), 102103. https://doi.org/10.1016/j.ijinfomgt.2020.102103
Choon Ling, K., Bin Daud, D., Hoi Piew, T., Keoy, K. H., & Hassan, P. (2011). Perceived Risk, Perceived Technology, Online Trust for the Online Purchase Intention in Malaysia. International Journal of Business and Management, 6(6). https://doi.org/10.5539/ijbm.v6n6p167
Chu, S.-C. (2011). Determinants of consumer engagement in electronic word-of-mouth in social networking sites committee: Sites The Journal Of 20Th Century Contemporary French Studies. https://repositories.lib.utexas.edu/handle/2152/6585
Doyle, J. D., Heslop, L. A., Ramirez, A., & Cray, D. (2012). Trust intentions in readers of blogs. Management Research Review, 35(9), 837–856. https://doi.org/10.1108/01409171211256226
Eastlick, M. A., & Lotz, S. (2011). (n.d.). Cognitive and institutional predictors of initial trust toward an online retailer. International Journal of Retail & Distribution Management.
Gefen, D., & Straub, D. W. (2004). (n.d.). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. Omega, 32(6), 407–424.
Ghozali, I. (2017). (n.d.). Pengaruh Motivasi Kerja, Kepuasan Kerja dan Kemampuan Kerja Terhadap Kinerja Pegawai Pada Kantor Kementerian Agama Kabupaten Banjar. Jurnal Ilmiah Ekonomi Bisnis, 3(1).
Guven, H. (2020). (n.d.). 4.0 and marketing 4.0: in perspective of digitalization and E-Commerce. In Agile Business Leadership Methods for Industry 4.0. Emerald Publishing Limited.
Haekal, A., & Widjajanta, B. (2016). Pengaruh Kepercayaan Dan Persepsi Risiko Terhadap Minat Membeli Secara Online Pada Pengunjung Website Classifieds Di Inonesia. Journal of Business Management Education (JBME), 1(1), 183–195. https://doi.org/10.17509/jbme.v1i1.2287
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). (n.d.). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hamid, R. S., & Patra, I. K. (2019). PENGANTAR STATISTIKA UNTUK RISET BISNIS DAN EKONOMI Konsep Dasar dan Aplikasi SPSS versi 25. CV. AA. RIZKY.
Ikbal, M., & Hamid, R. S. (2016). Smartphone Use of Effectiveness in Supporting Young Entrepreneurs Business Activity in the Palopo Using Technology Acceptance Model (TAM). Information Management and Business Review, 8(1), 57-65.
Jadil, Y., Rana, N. P., & Dwivedi, Y. K. (2022). Understanding the drivers of online trust and intention to buy on a website: An emerging market perspective. International Journal of Information Management Data Insights, 2(1), 100065. https://doi.org/10.1016/j.jjimei.2022.100065
Khairunnisa1, S., Hafidhuddin, D., & Tanjung, H. (2018). (n.d.). Online Purchase Intention: Study Case Moslem (Islamic) Fashion (Hijup. Com). International Journal of Accounting, 3(16), 35-47.
Kim, D., Kim, C. H., Moon, J. I., Chung, Y. G., Chang, M. Y., Han, B. S., ... & Kim, K. S. (2009). (n.d.). Generation of human induced pluripotent stem cells by direct delivery of reprogramming proteins. Cell stem cell, 4(6), 472.
Kitsios, F., Mitsopoulou, E., Moustaka, E., & Kamariotou, M. (2022). User-generated content behavior and digital tourism services: A SEM-neural network model for information trust in social networking sites. International Journal of Information Management Data Insights, 2, Article 100056. 10.1016/j.jjimei.2021.100056.
Kotler, P., & Keller, K. L. (2016). Marketing Managemen 15 Th Edition Pearson Education. Inc.
Kotler, P., Kartajaya, H., & Setiawan, I. (2019). Marketing 3.0: From products to customers to the human spirit. In Marketing wisdom (pp. 139-156). Springer, Singapore.
Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), 1–22.
Ling, K. C., Chai, L. T., & Piew, T. H. (2010). The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention. International Business Research, 3(3), 63. https://doi.org/10.5539/ibr.v3n3p63
Maddeppungeng, A., Wigati, R., & Faris, A. (2017). Manajemen Risiko Proyek Pembangunan Jalur Keretaapi yang Berpengaruh terhadap Kinerja Waktu (Studi Kasus Double-Double Track Railway Jakarta, Zona Jatinegara-Bekasi). Jurnal Fondasi, 6(2). https://doi.org/10.36055/jft.v6i2.2474
Malhotra, D. (2010). The desire to win: The effects of competitive arousal on motivation and behavior. Organizational behavior and human decision processes, 111(2), 139-146.
Mayer, J. D., McCormick, L. J., & Strong, S. E. (1995). Mood-congruent memory and natural mood: New evidence. Personality and Social Psychology Bulletin, 21(7), 736-746.
Mowen, T. J., & Boman, J. H. (2018). A developmental perspective on reentry: Understanding the causes and consequences of family conflict and peer delinquency during adolescence and emerging adulthood. Journal of youth and adolescence, 47(2), 275-289.
Mularsari, A. (2022). Analisis Strategi Pengembangan Pariwisata di Bidang Jasa Pelayanan Hotel Roosseno Plaza Jakarta di Masa New Normal Era. Turn Journal, 2(1), 17-30.
Muslimah, S., Hamid, R. S., & Aqsa, M. (2021). Analisis Dampak Kepercayaan Terhadap Keputusan Pembelian Online: Perspektif Marketing MIX. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 4(1), 137-150.
Nguyen, C., Tran, D., Nguyen, A., & Nguyen, N. (2021). The Effects of Perceived Risks on Food Purchase Intention: The Case Study of Online Shopping Channels during Covid-19 Pandemic in Vietnam. Journal of Distribution Science, 19(9), 19–27. https://doi.org/10.15722/jds.19.9.202109.19
Niranjanamurthy, M., Kavyashree, N., Jagannath, S., & Chahar, D. (2013). Analysis of e-commerce and m-commerce: advantages, limitations and security issues. International Journal of Advanced Research in Computer and Communication Engineering, 2(6), 2360-2370.
Ostojić, S., Ilić, D., & Damnjanović, N. (2014). Improving the effectiveness of making and giving presentations. Trendovi u poslovanju, 2(1), 23-28.
Raharja, S. U. J., Kostini, N., Muhyi, H. A., & R. (2019). Utilisation analysis and increasing strategy: e-commerce use of SMEs in Bandung, Indonesia. International Journal of Trade and Global Markets, 12(3-4), 287-299.
Roozy, E., Arastoo, M. A., & Vazifehdust, H. O. S. S. E. I. N. (2014). Effect of brand equity on consumer purchase intention. Indian J. Sci. Res, 6(1), 212-217.
Siregar, M. R., Siregar, M. I., Saputra, J., Muzammil, A., & Muhammad, Z. (2021). The Mediating Role of Service Quality, Tourists’ Satisfaction and Destination Trust in the Relationship between Destination Image and Tourist Revisiting Intention. Journal of Environmental Management & Tourism, 12.6(54), 1603–1616.
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of Retailing, 87, S3–S16.
Sugiyono, F. X. (2017). Instrumen Pengendalian Moneter: Operasi Pasar Terbuka (Vol. 10). Pusat Pendidikan Dan Studi Kebanksentralan. Pusat Pendidikan dan Studi Kebansentralan (PPSK). Bank Indonesia: Jakarta.
Suhir M, Imam Suyadi, dan R. 2014. Pengaruh Persepsi Risiko, Kemudahan dan Manfaat terhadap Keputusan Pembelian secara Online (survei terhadap pengguna situs website www.kaskus.co.id). Jurnal Administrasi Bisnis (JAB). Vol.8. No.1. Februari 2014.
Tandon, N., Anjana, R. M., Mohan, V., Kaur, T., Afshin, A., Ong, K., ... & Dandona, L. (2018). The increasing burden of diabetes and variations among the states of India: the Global Burden of Disease Study 1990–2016. The Lancet Global Health, 6(12), e1352-e1362.
Tasic, B., Yao, Z., Graybuck, L. T., Smith, K. A., Nguyen, T. N., Bertagnolli, D., ... & Zeng, H. (2018). Shared and distinct transcriptomic cell types across neocortical areas. Nature, 563(7729), 72-78.
Therapist, O., & Centre-ville, S. Rochette, Annie 1,2 (corresponding author). 1–24.
Weill, P., & Woerner, S. L. (2015). Thriving in an increasingly digital ecosystem. MIT Sloan Management Review, 56(4), 27.
Yunus, M., Saputra, J., & Muhammad, Z. (2022). Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management. International Journal of Data and Network Science, 6(3), 935–944. https://doi.org/10.5267/j.ijdns.2022.2.003
Berman, J. (2012). (n.d.). Modernist Commitments. In Modernist Commitments. Columbia University Press.
Chatterjee, S., & Kumar Kar, A. (2020). Why do small and medium enterprises use social media marketing and what is the impact: Empirical insights from India. International Journal of Information Management, 53(December 2019), 102103. https://doi.org/10.1016/j.ijinfomgt.2020.102103
Choon Ling, K., Bin Daud, D., Hoi Piew, T., Keoy, K. H., & Hassan, P. (2011). Perceived Risk, Perceived Technology, Online Trust for the Online Purchase Intention in Malaysia. International Journal of Business and Management, 6(6). https://doi.org/10.5539/ijbm.v6n6p167
Chu, S.-C. (2011). Determinants of consumer engagement in electronic word-of-mouth in social networking sites committee: Sites The Journal Of 20Th Century Contemporary French Studies. https://repositories.lib.utexas.edu/handle/2152/6585
Doyle, J. D., Heslop, L. A., Ramirez, A., & Cray, D. (2012). Trust intentions in readers of blogs. Management Research Review, 35(9), 837–856. https://doi.org/10.1108/01409171211256226
Eastlick, M. A., & Lotz, S. (2011). (n.d.). Cognitive and institutional predictors of initial trust toward an online retailer. International Journal of Retail & Distribution Management.
Gefen, D., & Straub, D. W. (2004). (n.d.). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. Omega, 32(6), 407–424.
Ghozali, I. (2017). (n.d.). Pengaruh Motivasi Kerja, Kepuasan Kerja dan Kemampuan Kerja Terhadap Kinerja Pegawai Pada Kantor Kementerian Agama Kabupaten Banjar. Jurnal Ilmiah Ekonomi Bisnis, 3(1).
Guven, H. (2020). (n.d.). 4.0 and marketing 4.0: in perspective of digitalization and E-Commerce. In Agile Business Leadership Methods for Industry 4.0. Emerald Publishing Limited.
Haekal, A., & Widjajanta, B. (2016). Pengaruh Kepercayaan Dan Persepsi Risiko Terhadap Minat Membeli Secara Online Pada Pengunjung Website Classifieds Di Inonesia. Journal of Business Management Education (JBME), 1(1), 183–195. https://doi.org/10.17509/jbme.v1i1.2287
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). (n.d.). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hamid, R. S., & Patra, I. K. (2019). PENGANTAR STATISTIKA UNTUK RISET BISNIS DAN EKONOMI Konsep Dasar dan Aplikasi SPSS versi 25. CV. AA. RIZKY.
Ikbal, M., & Hamid, R. S. (2016). Smartphone Use of Effectiveness in Supporting Young Entrepreneurs Business Activity in the Palopo Using Technology Acceptance Model (TAM). Information Management and Business Review, 8(1), 57-65.
Jadil, Y., Rana, N. P., & Dwivedi, Y. K. (2022). Understanding the drivers of online trust and intention to buy on a website: An emerging market perspective. International Journal of Information Management Data Insights, 2(1), 100065. https://doi.org/10.1016/j.jjimei.2022.100065
Khairunnisa1, S., Hafidhuddin, D., & Tanjung, H. (2018). (n.d.). Online Purchase Intention: Study Case Moslem (Islamic) Fashion (Hijup. Com). International Journal of Accounting, 3(16), 35-47.
Kim, D., Kim, C. H., Moon, J. I., Chung, Y. G., Chang, M. Y., Han, B. S., ... & Kim, K. S. (2009). (n.d.). Generation of human induced pluripotent stem cells by direct delivery of reprogramming proteins. Cell stem cell, 4(6), 472.
Kitsios, F., Mitsopoulou, E., Moustaka, E., & Kamariotou, M. (2022). User-generated content behavior and digital tourism services: A SEM-neural network model for information trust in social networking sites. International Journal of Information Management Data Insights, 2, Article 100056. 10.1016/j.jjimei.2021.100056.
Kotler, P., & Keller, K. L. (2016). Marketing Managemen 15 Th Edition Pearson Education. Inc.
Kotler, P., Kartajaya, H., & Setiawan, I. (2019). Marketing 3.0: From products to customers to the human spirit. In Marketing wisdom (pp. 139-156). Springer, Singapore.
Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), 1–22.
Ling, K. C., Chai, L. T., & Piew, T. H. (2010). The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention. International Business Research, 3(3), 63. https://doi.org/10.5539/ibr.v3n3p63
Maddeppungeng, A., Wigati, R., & Faris, A. (2017). Manajemen Risiko Proyek Pembangunan Jalur Keretaapi yang Berpengaruh terhadap Kinerja Waktu (Studi Kasus Double-Double Track Railway Jakarta, Zona Jatinegara-Bekasi). Jurnal Fondasi, 6(2). https://doi.org/10.36055/jft.v6i2.2474
Malhotra, D. (2010). The desire to win: The effects of competitive arousal on motivation and behavior. Organizational behavior and human decision processes, 111(2), 139-146.
Mayer, J. D., McCormick, L. J., & Strong, S. E. (1995). Mood-congruent memory and natural mood: New evidence. Personality and Social Psychology Bulletin, 21(7), 736-746.
Mowen, T. J., & Boman, J. H. (2018). A developmental perspective on reentry: Understanding the causes and consequences of family conflict and peer delinquency during adolescence and emerging adulthood. Journal of youth and adolescence, 47(2), 275-289.
Mularsari, A. (2022). Analisis Strategi Pengembangan Pariwisata di Bidang Jasa Pelayanan Hotel Roosseno Plaza Jakarta di Masa New Normal Era. Turn Journal, 2(1), 17-30.
Muslimah, S., Hamid, R. S., & Aqsa, M. (2021). Analisis Dampak Kepercayaan Terhadap Keputusan Pembelian Online: Perspektif Marketing MIX. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 4(1), 137-150.
Nguyen, C., Tran, D., Nguyen, A., & Nguyen, N. (2021). The Effects of Perceived Risks on Food Purchase Intention: The Case Study of Online Shopping Channels during Covid-19 Pandemic in Vietnam. Journal of Distribution Science, 19(9), 19–27. https://doi.org/10.15722/jds.19.9.202109.19
Niranjanamurthy, M., Kavyashree, N., Jagannath, S., & Chahar, D. (2013). Analysis of e-commerce and m-commerce: advantages, limitations and security issues. International Journal of Advanced Research in Computer and Communication Engineering, 2(6), 2360-2370.
Ostojić, S., Ilić, D., & Damnjanović, N. (2014). Improving the effectiveness of making and giving presentations. Trendovi u poslovanju, 2(1), 23-28.
Raharja, S. U. J., Kostini, N., Muhyi, H. A., & R. (2019). Utilisation analysis and increasing strategy: e-commerce use of SMEs in Bandung, Indonesia. International Journal of Trade and Global Markets, 12(3-4), 287-299.
Roozy, E., Arastoo, M. A., & Vazifehdust, H. O. S. S. E. I. N. (2014). Effect of brand equity on consumer purchase intention. Indian J. Sci. Res, 6(1), 212-217.
Siregar, M. R., Siregar, M. I., Saputra, J., Muzammil, A., & Muhammad, Z. (2021). The Mediating Role of Service Quality, Tourists’ Satisfaction and Destination Trust in the Relationship between Destination Image and Tourist Revisiting Intention. Journal of Environmental Management & Tourism, 12.6(54), 1603–1616.
Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of Retailing, 87, S3–S16.
Sugiyono, F. X. (2017). Instrumen Pengendalian Moneter: Operasi Pasar Terbuka (Vol. 10). Pusat Pendidikan Dan Studi Kebanksentralan. Pusat Pendidikan dan Studi Kebansentralan (PPSK). Bank Indonesia: Jakarta.
Suhir M, Imam Suyadi, dan R. 2014. Pengaruh Persepsi Risiko, Kemudahan dan Manfaat terhadap Keputusan Pembelian secara Online (survei terhadap pengguna situs website www.kaskus.co.id). Jurnal Administrasi Bisnis (JAB). Vol.8. No.1. Februari 2014.
Tandon, N., Anjana, R. M., Mohan, V., Kaur, T., Afshin, A., Ong, K., ... & Dandona, L. (2018). The increasing burden of diabetes and variations among the states of India: the Global Burden of Disease Study 1990–2016. The Lancet Global Health, 6(12), e1352-e1362.
Tasic, B., Yao, Z., Graybuck, L. T., Smith, K. A., Nguyen, T. N., Bertagnolli, D., ... & Zeng, H. (2018). Shared and distinct transcriptomic cell types across neocortical areas. Nature, 563(7729), 72-78.
Therapist, O., & Centre-ville, S. Rochette, Annie 1,2 (corresponding author). 1–24.
Weill, P., & Woerner, S. L. (2015). Thriving in an increasingly digital ecosystem. MIT Sloan Management Review, 56(4), 27.
Yunus, M., Saputra, J., & Muhammad, Z. (2022). Digital marketing, online trust and online purchase intention of e-commerce customers: Mediating the role of customer relationship management. International Journal of Data and Network Science, 6(3), 935–944. https://doi.org/10.5267/j.ijdns.2022.2.003
Published
2023-01-01
How to Cite
Melani, A., & Hamid, R. (2023). Peran Online Trust, Risk Perception, Delivery Risk dalam Menentukan Online Purchase Intention pada iGeneration yang Menggunakan E-Commerce. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 6(1), 395-407. https://doi.org/https://doi.org/10.36778/jesya.v6i1.929
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
