The Effect Perceived of Service Quality, Perceived of Website Quality, and Perceived of Website Reputation on Purchase Intention: The Mediation Role of Trust in Online Shopping

Abstract

This study aims to determine the effect of perceived of service quality, perceived of website quality, and perceived of website reputation on purchase intention through the mediating role of trust in online shopping. This research uses a quantitative method with Smart PLS software. A variable measurement scale is carried out using a likert scale. The sample in this study were university students and the general public with an age range of 17-56 years who had used the website of the e-commerce application. Dissemination of the questionnaire using an online questionnaire link. A total of 103 tabulations of questionnaires were collected and analyzed successfully. The object of analysis in this study is a website or online shopping service. The analytical method used is the validity and reliability test, coefficient of determination test (adjusted r-square), and hypothesis testing. The results of this study prove that the perceived of service quality, perceived of website quality, perceived of website reputation has an effect on trust and purchase intention. Trust has a mediating role in the bond between perceived of service quality, perceived of website quality, and perceived of website reputation on purchase intention

The Mediation Role of E-Trust toward Perceived Reputation, Perceived Usefulness and E-Purchase Intention in Bukalapak

“…H1 shows that the perceived reputation variable has a positive and significant effect on e-purchase intention. The results of this research are in line with research conducted by (Mohseni et al, 2018) and (Utama et al, 2022) which emphasize that consumers tend to do online shopping activities if a company has a good reputation. Perceived reputation in customers can continue to grow if companies continue to improve their own reputation, this will also increase e-purchase intention in customers.…”

“…This finding is supported by (Fedorko et al, 2017) who think that the perceived reputation of consumers is an important factor in consumer trust. (Utama et al, 2022) in their research revealed that perceived reputation has a positive effect on consumer trust. The indicators that can be used to measure perceived reputation according to (Doney & Cannon, 1997) and (Koufaris & Hampton-sosa, 2004).…”

Exploring the Impact of Consumer Trust and Perceived Risks on the Intentions to Purchase Overseas Travel Packages via Social Media in Thailand: an Application of the Fuzzy Set Delphi Method

“…Furthermore, brand image has been shown to have a significant impact on purchase intention, with a positive relationship between brand image and online purchase intention [18]. In addition to these factors, perceived service quality has been found to significantly impact trust and purchase intention, with trust playing a mediating role in the relationship between perceived service quality and purchase intention [19]. Moreover, the influence of brand personality on purchase intention has been explored, revealing a significant effect of brand personality on purchase intention [20].…”

Analysis of the Effect of Perceived Security, Information Quality, and Consumer Trust on Online Purchase Intention in the Shopee Application

“…According to [28] Buyer trust in online sellers involves the seller's ability to assure buyers that their payment process will be processed safely and efficiently. According to [29], when consumers make purchases online, they will search for information about various products and then choose the product they want to buy.…”

“…Trust. [28] state that buyer trust in online sellers is based on the seller's ability to persuade customers to ensure transaction security and that payments will be completed immediately. [29], stated that before making an online purchase, customers research several products to determine what they should buy.…”