The Influence of Perceived Service Quality on Purchase Intention with Trust Plays a Mediating Role and Perceived Risk Plays a Moderating Role in Online Shopping
Asian Journal of Economics, Business and Accounting, Volume 23, Issue 8,
Page 64-80
DOI:
10.9734/ajeba/2023/v23i8956
Abstract
The research is included in a causal study that aims to test the effect of perceived service quality on purchase intention with trust playing a mediating role and perceived risk playing a moderating role in shopping Online. The hypotheses based on general theories are formulated using deductive reasoning as a foundation. Using the Likert scale, which falls under the interval category, a number of statements on the questionnaire were used to measure the four variables. Based on sample determination methods, questionnaires were distributed to those who met the criteria for research respondents to collect data. The Sobel test was used as a foundation for hypothesis testing and the data were gathered and analyzed using Simple, Multiple, and Moderated Regression Analysis (MRA). The findings of this study can be used as a guide to comprehend the traits of online shoppers for the fashion industry and serve as a foundation for developing future marketing plans to boost sales turnover during the Covid-19 pandemic, about which many business actors in the industry have complained that turnover has decreased noticeably during the pandemic. The findings revealed that Perceived Service Quality has a significant impact on Trust, Perceived Service Quality has a significant influence on Purchase Intention, and Trust has a significant influence on Purchase Intention, Perceived Risk does not affect Purchase Intention, Perceived Risk does not play a part in moderating variables that influence Trust in Purchase Intention, and Perceived Risk has no impact on Purchase Intention and has no significant impact on it.
- Perceived service quality
- trust
- perceive risk
- purchase intention
- fashion
- online business
How to Cite
References
Muhiban A, Permatasari Y. The effect of ads on instagram and word of mouth on online buying interest through shopee application: a case study on students of the Faculty of Economics, Pasim National University. Journal of Socio-Humanities Science. 2021;5(2):804–812. DOI:Https://Doi.Org/10.22437/Jssh.V5i2.15789.
Nurul Andini Praditha LM. The influence of brand ambassador and brand image on the buying interest of tokopedia application user Praditha Nurul Andini, Martha Tri Lestari S. Sos, Mm. Abstract A. Introduction Nowadays society as consumers in this modern era tends to have a bias. 2021;8(2):2074–2082.
Chen JA. Consumers decision insocial commerce context: an empirical investigation. Decision Support System. 2015;55–64. DOI:Https://Doi.Org/Https://Doi.Org/10.1016/J.Dss.2015.07.012
Olanrewaju, Abdus Samad Temitope, Mohammad Alamgir Hossain, Naomi Whiteside PM. Social media and entrepreneurship research: A literature review. International Journal of Information Management. 2020;50:90–110.
DOI:Https://Doi.Org/Https://Doi.Org/10.1016/J.Ijinfomgt.2019.05.011.
Hootsuite. Hootsuite (We Are Social): Indonesian Digital Report; 2020. Available;Https://Andi.Link/Hootsuite-We-Are-Social-Indonesian%02digital-Report-2020/
Dailysocial. Ipsos survey: Tokopedia and shopee are favorite e-commerce services. Retrieved From Dailysocial.Id.; 2018.
Noverius Laoli. This economist estimates that the value of e-commerce transactions in 2022 will not be as high as bi estimates; 2022.
Moch Fajri. Tren Pertumbuhan E-Commerce Ri Diprediksi Akan Melambat Setiap Tahun, Ada Apa?; 2022.
Available:Https://Kumparan.Com/Kumparanbisnis/Tren-Pertumbuhan-E-Commerce-Ri-Diprediksi-Akan-Melambat-Setiap-Tahun-Ada-Apa-1xqd3jxtrhi/Full
Al-Dweeri RM, Ruiz Moreno A, Montes FJL, Obeidat ZM, Al-Dwairi KM. The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing. Industrial Management & Data Systems. 2019a;119(4):902–923.
Ibrahim AMM, Hassan MSH, Yusuf S. Factors determining e-shopping compliance by Nigerians. Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship. 2019;219–232.
Qalati SA, Vela EG, Li W, Ahmed S, Thi T, Thuy H, Merani SH. Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping effects of perceived service quality, website quality , and reputation on purchase intention: The Mediating and Moderating Roles of Trust and. Cogent Business & Management. 2021;8(1). DOI:Https://Doi.Org/10.1080/23311975.2020.1869363
Yin X, Wang H, Xia Q, Gu Q. How social interaction affects purchase intention in social commerce: a cultural perspective. School of Economics and Management. 2019;11. DOI:Https://Doi.Org/Https://Doi.Org/Https://Doi.Org/10.3390/Su1108242
Octaviano M, Meiyanti R, Noprisson H, Ramadhan A, Hidayanto AN. Influencing factors o f consumer purchase intention based on social commerce paradigm. ICACSIS. 2017;17. DOI:Https://Doi.Org/Https://Doi.Org/978-1- 5386-3172-0/17/
Lu, Baozhou, Weiguo Fan, Zhou M. Social presence, trust, and social commerce purchase intention: an empirical research. Computers in Human Behavior. 2016;56: 225–237. DOI:Https://Doi.Org/Https://Doi.Org/10.1016/J.Chb.2015.11.057
Ariff MSM, Sylvester M, Zakuan N, Ismail K, Ali KM. Consumer perceived risk, attitude and online shopping behaviour; Empirical Evidence From Malaysia; 2014.
Almousa M. Perceived risk in apparel online shopping: a multi dimensional perspective. Canadian Social Science. 2011;7(2):23–31.
Chuang HM, Fan CJ. The mediating role of trust in the relationship between e-retailer quality and customer intention of online shopping. African Journal Of Business Management. 2011;5 (22):9522–9529.
Chiu CM, Wang ET, Fang YH, Huang HY. Understanding customers‘ repeat purchase intentions in b2c e-commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal. 2014;24 (1):85–114.
Kamalul Ariffin S, Mohan T, Goh YN. Influence of consumers’ perceived risk on consumers’ online purchase intention. Journal of Research in Interactive Marketing. 2018;12(3):309–327. DOI:Https://Doi.Org/10.1108/Jrim-11-2017-0100
Al-Dweeri RM, Ruiz Moreno A, Montes FJL, Obeidat ZM, Al-Dwairi KM. The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing. Industrial Management & Data Systems. 2019;119 (4):902–923.
Hsu CL, Chen MC, Kumar V. How social shopping retains customers? capturing the essence of website quality and relationship quality. Total Quality Management & Business Excellence. 2018;29(1–2):161–184.
Agag GM, El-Masry AA. Why do consumers trust online travel websites? drivers and outcomes of consumer trust toward online travel websites. Journal of Travel Research. 2017;56 (3):347–369.
Shafiee MM, Bazargan NA. Behavioral customer loyalty in online shopping: the role of e-service quality and e-recovery. Journal of Theoretical and Applied Electronic Commerce Research. 2018;13 (1):26–38.
Harris LC, Goode MMH. The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing. 2004;80(2):139–158.
Kwortnik Jr RJ, Han X. The influence of guest perceptions of service fairness on lodging loyalty in China. Cornell Hospitality Quarterly. 2011;52(3):321–332.
Pirson M, Martin K, Parmar B. Formation of stakeholder trust in business and the role of personal values. Journal of Business Ethics. 2017;145(1):1–20.
Vidotto, Giulio, Vincentini, Marco, Argentero, Piergiorgio, Bromiley, Philip. Assessment of organizational trust: italian adaptation and factorial validity of the organizational trust inventory. Soc Indic Res. 2008;88:563–575. DOI:Https://Doi.Org/Https://Doi.Org/10.1007/S11205-007-9219-Y
Bagas S. What is perceived risk; 2020. Available:https://www.dictio.id/t/apa-yang-dimaksud-dengan-perceived-risk/135119
Stone RN, Grønhaug K. Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing. 1993;27:39–50.
Ueltschy LC, Krampf RF, Yannopoulos P. A cross-national study of perceived consumerrisk towards online (internet) purchasing. Multinational Business Review. 2004;12:59–82.
Oosthuizen D, Spowart J, De Meyer-Heydenrych CF. The relationship between perceived price and consumers‘ purchase intentions of private label wine brands. African Journal of Hospitality, Tourism and Leisure. 2015;4(2):1–17.
Baadullah AM, Alalwan A, Rana NP, Kizgin H, Patil P. Consumer use of mobile banking (m-banking) in Saudi Arabia: towards an integrated model. International Journal Of Informastion Management. 2019;44:38–52.
Cheruiyot TK, Maru LC. Service quality and relative performance of public universities In East Africa. Tqm Journal. 2013;25(5):533–546. DOI:Https://Doi.Org/Https://Doi.Org/10.1108/Tqm-11-2012-0103
Gremler DD, Gwinner KP, Brown SW. Generating positive word-of- mouth communication through customer-employee relationships. International Journal of Service Industry Management. 2001;12(1):44–59.
Beneke J, Flynn R, Greig T, Mukaiwa M. The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise. Journal of Product & Brand Management; 2013.
Faryabi M, Fesaghandis KS, Saed M. Brand name, sales promotion and consumers‘ online purchase intention for cell-phone brands. International Journal of Marketing Studies. 2015;7(1): 167.
Wu CS. A study on consumers ‘attitude towards brand image, athletes‘ endorsement, and purchase intention. International Journal of Organizational Innovation. 2015;8(2).
Farah MF. Application of the theory of planned behavior to customer switching intentions in the context of bank consolidations. International Journal Of Bank Marketing; 2017.
Kahraman A, Kazançoğlu İ. Understanding consumers‘ purchase intentions toward natural‐claimed products: A qualitative research in personal care products. Business Strategy And The Environment. 2019;28(6):1218–1233.
Hajli N, Sims J, Zadeh AH, Richard MO. A social commerce investigation of the role of trust in a social networking site on purchase intentions. Journal of Business Research. 2017;71:133–141.
Mao D, Major S. A study of consumer trust in internet shopping and the moderating effect of risk aversion in mainland china china business studies major an honours degree project submitted to the school of business in partial fulfillment of the graduation requirement for. Journal Manajemen. 2010;1(1):1–50.
Oghazi P, Karlsson S, Hellström D, Hjort K. Online purchase return policy leniency and purchase decision: mediating role of consumer trust. Journal of Retailing and Consumer Services. 2018;41(November 2017):190–200.
DOI:Https://Doi.Org/10.1016/J.Jretconser.2017.12.007
Varma M, Kumar V, Sangvikar B, Pawar A. Impact of social media, security risks and reputation of e-retailer on consumer buying intentions through trust in online buying : A structural equation modeling approach. 2020;7(1):119–127.
Keh HT, Xie Y. Corporate reputation and customer behavioral intentions: the roles of trust, identification and commitment. Industrial Marketing Management. 2009;38(7):732–742. DOI:Https://Doi.Org/10.1016/J.Indmarman.2008.02.005
Roscoe JT. Fundamental research statistics for the behavior science. Holt, Rinehart, & Wiston; 1975.
Ladhari R, Morales M. Perceived service quality, perceived value and recommendation: a study among canadian public library users. Library Management. 2008;29(4/5):352-366. DOI:Https://Doi.Org/10.1108/01435120810869129
Nambiar BK, Ramanathan HN, Rana S, Prashar S. Perceived service quality and customer satisfaction: a missing link in indian banking sector. Vision. 2019;23(1):44–55. DOI:Https://Doi.Org/10.1177/0972262918821228
Isaeva, Neve, Gruenewald, Kira, Saunders, Mark. Trust theory and customer services research: theoretical review and synthesis. The Service Industries Journal. 2020;40:1-33. DOI:10.1080/02642069.2020.1779225.
Que, Liu Tian. Business, economics, financial sciences, and management. 2012;143. Isbn : 978-3-642-27965-2
-
Abstract View: 29 times
PDF Download: 15 times
