Pembentukan E-Loyalty dengan Framework Kepercayaan - Multidimensi pada E-Commerce di Indonesia
Keywords:
Kepercayaan, E-Commerce, Loyalitas, Interpersonal Trust, Institutional Trust, Dispositional Trust, Multiple Regression Analysis
Abstract
Bisnis startup merupakan model bisnis yang sudah tidak asing di masyarakat Indonesia. Dengan persaingan ketat di pasar e-commerce, Aplikasi / Website ZXC dengan program Flash Sale "Shake shake" di tahun 2018 mendapatkan antusiasme di masyarakat. Antusiasme ini menunjukan loyalitas pelanggan dalam memilih e-commerce. Penelitian ini bertujuan untuk melihat kualitas informasi dan perlindungan keamanan sebagai faktor utama hubungan antara tingkat kepercayaan dengan loyalitas konsumen terhadap e-commerce yang digunakan, serta melihat hubungan antara berbagai macam dimensi kepercayaan. Metode yang digunakan dalam penelitian ini adalah pengumpulan data dan sampling, dengan 330 orang responden, dengan menanyakan beberapa aspek dan memberikan penilaian skala 1-7 yang akan dianalisis menggunakan multiple regression analysis. Hasil penelitian menunjukkan tingkat dimensi kepercayaan dalam mempengaruhi loyalitas pelanggan terhadap e-commerce, dimana reputasi toko merupakan faktor yang paling berpengaruh terhadap loyalitas pelanggan dalam memilih e-commerce sebagai tempat bertransaksi online.
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References
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McAllister D.J. (1995), “Affect- and cognition-based trust as foundations for interpersonal co-operation in organizations”, Academy of Management Journal, Vol. 38 No. 1: 24-59.
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Hur et al., 2011
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Belanger F., Hiller J.S. dan Simith W.J. (2002), “Trustworthiness in electronic commerce: the role of privacy, security, and site attributes”, Journal of Strategic Information Systems, Vol. 11, No.3-4: 245-270.
Brown N.(2013),“A Decentralised Approach to Online Trust Validation?”.
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Cheung C.M.K. dan Lee M.K.O. (2006), “Understanding consumer trust in internet shopping: a multidisciplinary approach”, Journal of American Society for Information Science and Technology, Vol. 57 No. 4: 479-492.
Chung I.-K. dan Lee M.-M. (2003), “A study of influencing factors for repurchase intention in internet shopping malls*”,Proceedings of the International Parallel and Distributed Processing Symposium, Nice, April 22-26.
Corbitt B.J., Thansankit T. dan Yi H. (2003), “Trust and e-commerce: a study of consumer perceptions”, Electronic Commerce Research and Applications, Vol.
2,No. 3: 203-215.
Doney P.M. dan Cannon J.P. (1997), “An examination of the nature of trust in buyerseller relationship”, Journal of Marketing, Vol. 61,No. 2: 33-49.
Drennan J., Sullivan Mort G. dan Previte, J. (2006), “Privacy, risk perception, and expert online behaviour: an exploratory study of household end-users”, Journal of Organisational and End User Computing, Vol. 18,No. 1: 1-21.
Gefen D. (2000), “E-commerce: the role of familiarity and trust”, International Journal of Management Science, Vol. 28,No. 6: 725-737.
Gefen D. et.al. (2000), “Structural equation modeling and regression: guidelines for research practice”, Communication of the Association for Information Systems, Vol. 4,No. 7: 2-79.
Genfen D. (2002), “Reflections on the dimensions of trust and trustworthiness among online consumers”, ACM SIGMIS Database, Vol. 33,No. 3: 38-53.
Gifford R. dan Hine DW.(1994),“The Role of Verbal Behavior in the Encoding and Decoding of Interpersonal Dispositions”.
Grabner-Krauter S. dan Kaluscha E.A. (2003), “Empirical research in on-line trust: a review and critical assessment”, International Journal of Human-Computer Studies, Vol. 58, No. 1: 783-812.
Hale J. et.al. (2017) “The virtual maze: A behavioural tool for measuring trust”.
Helm AE. (2004) “Cynics and Skeptics: Consumer Dispositional Trust”.
Hong I.B. dan Cha H.S. (2013), “The mediating role of consumer trust in an online merchant in predicting purchase intention”, International Journal of Information Management, Vol. 33,No. 6: 927-939.
Hsu M.-H., Chang C.-M. dan Chuang L.-W. (2015), “Understanding the derterminants of online repeat purchase intention and moderating role of habit: the case of online grouo-buying in taiwan”, International Journal of Information Management, Vol. 35,No. 1: 45-56.
Inoguchi T. dan Tokuda Y. (2017),“Trust with Asian Characteristics: Interpersonal and Institutional”.
Kasten L. (2018),“Trustful behaviour is meaningful behaviour: Implications for theory on identification-based trusting relations”.
Katadata, https://databoks.katadata.co.id/datapublish/2019,(6 Februari 2019).
Katadata, https://databoks.katadata.co.id/datapublish/2019,(22 Maret 2019).
Kassim N.M. dan Abdullah N.A. (2008), “Customer loyalty in e-commerce settings: an empirical study”, Electronic Markets, Vol. 18,No. 3: 275-290.
Kim N. (2010),“Regression Commonality Analysis: Demonstration of an SPSS Solution”.
Kim D.J., Ferrin D.L. dan Rao, H.R. (2008), “A trust-based consumer decision-making model in electronic commerce: the role of trust, perceived risk, and their antecedents”, Decision Support Systems, Vol. 44,No. 2: 544-564.
Kim D.J., Sivasailam H.R. dan Rao H.R. (2004a), “Information assurance in B2C websites for information goods/services”, Electronic Markets, Vol. 14,No. 4: 344-359.
Kim H.-W., Xu Y. dan Koh, J. (2004b), “A comparison of online trust building factors between potential customers and repeat customers”, Journal of the Association for Information Systems, Vol. 5, No. 10: 392-421.
Kompas, https://lifestyle.kompas.com/read/2018,(22 Maret 2018).
Kompas, https://money.kompas.com/read/2019,(11 Juni 2019).
Kompas, https://money.kompas.com/read/2019,(26 Maret 2019).
Kulkarni GJ. (2000),“Classification analysis of customer satisfaction and repeat buyers survey data”.
Kumari K dan Yadav S. (2018), “Linear regression analysis study”,J Pract Cardiovasc Sci, 4: 33-6.
Limayem M. dan Hirt S.G. (2003), “Force of habit and information systems usage:
theory and initial validation”, Journal of the Association for Information Systems, Vol. 4,No. 1: 65-97.
Lin J .et.al. (2011), “The role of inter-channel trust transfer in establishing mobile commerce trust”, Electronic Commerce Research and Applications, Vol. 10, No.
6: 615-625.
Liu C., et.al. (2005), “Beyond concern – a privacy-trust-behavioral intention model of electronic commerce”, Information & Management, Vol. 42, No. 2: 289-304.
Liu G et. al.,(2016). “Repeat Buyer Prediction for E-Commerce”.
Mahad M., Othman AA. dan Mohtar S. (2015), “Disposition to Trust, Interpersonal Trust and Institutional Trust of Mobile Banking In Malaysia”.
Mayer R.C., Davis J.H. dan Schoorman F.D. (1995), “An integrative model of organizational trust”, The Academy of Management Review, Vol. 20, No. 3: 709-734.
McAllister D.J. (1995), “Affect- and cognition-based trust as foundations for interpersonal co-operation in organizations”, Academy of Management Journal, Vol. 38 No. 1: 24-59.
McKnight H.D., Cummings L.L. dan Chervany, N.L. (1998), “Initial trust formation in new organizational relationships”, Academy of Management Review, Vol. 23 No. 3: 473-490.
McKnight D.H. dan Chervany N.L (2001a), “What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology”, International Journal of Electronic Commerce, Vol. 6, No. 2: 35-59.
McKnight D.H. dan Chervany N.L. (2001b), “Conceptualizing trust: a typology and ecommerce customer relationship model”, Proceedings of the 34th Hawaii International Conference on System Science, IEEE, Hawaii, January 3-6.
McKnight D.H., Choudhury V. dan Kacmar C.J. (2002), “Developing and validating trust measures for e-commerce: an integrative typology”, Information Systems Research, Vol. 13, No. 3: 334-359.
Mouriuchi E. dan Takahashi I. (2016), “Satisfaction trust and loyalty of repeat online consumer within the Japanese online supermarket trade”, Australasian Marketing Journal, Vol. 24, No. 2: 146-156.
Nikkei Asia, https://asia.nikkei.com/Editor-s-Picks/FT-Confidential-Research, (20 Februari 2018).
Pizzutti C. dan Fernandes D. (2010), “Effect of recovery efforts on consumer trust and loyalty in e-tail: a contingency model”, International Journal of Electronic Commerce, Vol. 14, No. 4: 127-160.
Ponte E.B., Carvajal-Trujillo E. dan Escobar-Rodriguez T. (2015), “Influence of trust and perceived value on the intention to purchase travel online: integrating the effects of assurance on trust antecedents”, Tourism Management, Vol. 47, No. 47: 286-302.
PytlikZillig LM .et.al. (2017) “A longitudinal and experimental study of the impact of knowledge on the bases of institutional trust”.
Qureshi I. et.al. (2009), “Understanding online customer repurchasing intention and the mediating role of trust – an empirial investigation in two developed countries”, European Journal of Information Systems, Vol. 18, No. 3: 205-222.
Reicheld F (1996). "The Loyalty Effect: The hidden force behind growth, profits and lasting value" Watertown MA.: Business Harvard Review.
Ribbink D., van Riel A.C.R., Liljander V. dan Streukens S. (2004), “Comfort your online customer: quality, trust and loyalty on the internet”, Managing Service Quality, Vol. 14 No. 6: 446-456.
Ridings C.M., Gefen D. dan Arinze, B. (2002), “Some antecedents and effects of trust in virtual communities”, Journal of Strategic Information Systems, Vol. 11 No. 3: 271-295.
Riedl R., Hubert M. dan Kenning, P. (2010), “Are there neural gender differences in online trust? An FMRI study on the perceived trustworthiness of ebay offers”, MIS Quarterly, Vol. 34 No. 2: 397-428.
Rotman L (2010) “Trust, Loyalty, and e-commerce”.
Rus A (2005) “Trust and performance: Institutional, interpersonal and network trust”.
Shalhoub Z.K. (2006), “Trust, privacy, and security in electronic business: the case of the GCC countries”, Information Management & Computer Security, Vol. 14 No. 3: 270-284.
Shareef M.A., Kumar U. dan Kumar V. (2008), “Role of different electronic-commerce quality factors on purchase decision: a developing country perspective”, Journal of Electronic Commerce Research, Vol. 9 No. 2: 92-114.
Singh J. dan Sirdeshmukh D. (2000), “Agency and trust mechanisms in consumer satisfaction and loyalty judgments”, Journal of the Academy of Marketing Science, Vol. 28 No. 1: 150-163.
Snapcart, https://snapcart.global/ (8 Oktober 2018).
Spence A.M. (1973), “Job marketing signaling”, Quarterly Journal of Economics, Vol.
87 No. 3: 355-374.
Stewart K.I. (2003), “Trust transfer on the world wide web”, Organization Science, Vol. 14 No. 1: 5-17.
Tan F.B. dan Sutherland P. (2004), “Online consumer trust: a multi-dimensional model”, Journal of Electronic Commerce in Organizations, Vol. 2 No. 3: 40-58.
Teo T.S.H. dan Liu J. (2007), “Consumer trust in e-commerce in the United States, Singapore and China”, The International Journal of Management Science, Vol. 35 No. 1: 22-38.
Thatcher J., Loughry M., Lim J. dan McKnight D. (2007), “Internet anxiety: an empirical study of the effects of personality, beliefs, and social support”, Information and Management, Vol. 44 No. 4: 353-363.
Tumoutounews, https://tumoutounews.com/2019 (05 Februari 2019).
Ul Din SMet. al.,(2019) “The mediating effect of service provider expertise on the relationship between institutional trust, dispositional trust and trust in takaful services: An empirical investigation from Pakistan”.
Walker DA et al. (2010) “Multiple Linear Regression Viewpoints”.
Wang N., Shen X.-L. dan Sun Y. (2013), “Transition of electronic word-of-mouth services from web to mobile context: a trust transfer perspective”, Decision Support Systems, Vol. 54 No. 3: 1394-1403.
Wang SW., Hsieh CH dan Ngamsiriudom W (2015) “Trust disposition, trust antecedents, trust, and behavioral intention”.
Woo V MS., Lee LX. dan Chow Clare XQ. (2008) “Effect of trust on online purchase behaviour”.
Xiao L., Guo Z. danD’Ambra, J., Fu, B. (2016), “Building loyalty in e-commerce Towards a multidimensional trust-based framework for the case of China”, Emerald Group Publishing Limited, Vol. 50, No. 4: 431-461.
Yang S., Chen Y. danWei J. (2015), “Understanding consumers’ web-mobile shopping extension behavior: a trust transfer perspective”, Journal of Computer Information Systems, Vol. 55,No. 2: 78-87.
Zeithaml V.A. (2000), “Service quality, profitability, and the economic worth of customers: what we need to learn”, Academy of Marketing Science, Vol. 28,No.
1: 67-85.
Hur et al., 2011
Published
2021-11-12
How to Cite
Yasin, A. Y., Wirawan, H., Hanifa, M., Bernadeta, N., & Burman, S. (2021). Pembentukan E-Loyalty dengan Framework Kepercayaan - Multidimensi pada E-Commerce di Indonesia. PERWIRA - Jurnal Pendidikan Kewirausahaan Indonesia, 4(1), 13-35. https://doi.org/10.21632/perwira.4.1.13-35
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Except where otherwise noted in articles, the copyright of articles in the journal has been transferred to the PERWIRA. Where the author(s) has (have) not transferred the copyright to the PERWIRA, the applicant must seek a permission to reproduce (for all purpose) directly from the author(s).
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