Trust Mediates the Effect of Website Quality and Electronic Word of Mouth (E-WOM) On Purchase Intention in Tokopedia

Natalis Sinulingga, Yunus Handoko, Justita Dura

Abstract


E-commerce platforms such as Tokopedia, one of Indonesia's leading players, have attracted public attention before, during and after COVID-19 by providing various online products and services. Tokopedia is a forum or facilitator for buying and selling transactions for goods or services between sellers and buyers via the Internet. Tokopedia has become one of the e-commerce sites that can attract consumers' purchasing intentions.
Objectives: This research aims to determine how trust mediates the effect of website quality and electronic word of mouth (E-WOM) on purchase intention.
Methodology: This study uses a quantitative method. The analysis method used a structural equation modeling (SEM) which is processed by using SmartPLS.
Finding: The research results show that electronic word of mouth (E-WOM) and trust positively and significantly affect purchase intention. Meanwhile, the website quality variable has no direct effect on purchase intentions. In addition, trust is a mediator variable for the influence of web quality and electronic word of mouth (E-WOM) on purchase intention.
Conclusion: Trust is a mediator variable for the influence of web quality and electronic word of mouth (E-WOM) on purchase intention.


Keywords


Website Quality; Electronic Word of Mouth (E-WOM); Trust; Purchase Intention

Full Text:

PDF

References


Adi, I. N. R., Mulyadi, M., Wirsa, I. N., Astawa, I. N. D., & Setini, M. (2022). Trust is felt to be a Good Trigger in Marketing and Green Products in Generating Purchase Interest. MIX: JURNAL ILMIAH MANAJEMEN, 12(2), 170. https://doi.org/10.22441/jurnal_mix.2022.v12i2.001

Ahdiat, A. (2023). 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023. https://databoks.katadata.co.id/datapublish/2023/05/03/5-e-commerce-dengan-pengunjung-terbanyak-kuartal-i-2023

Aslami, N., Apriani, A., Widayati, C. C., & Losi, R. V. (2022). The Role of Trust in Mediating Perceived Ease of Use, Perceived Risk and E-Wom on Purchase Intention. Jurnal Perspektif Manajerial Dan Kewirausahaan (JPMK), 2(2), 69–81. https://doi.org/10.59832/jpmk.v2i2.189

Barnes, S., & Vidgen, R. (2002). An Integrative Approach to the Assessment of E-Commerce Quality. Journal of Electronic Commerce Research, 3, 114–127.

Dewi, Citra Elita, Pramono Hari Adi, S. M. S. (2021). Pengaruh Kredibilitas dan Kualitas Argumen Terhadap Niat Beli dengan Peran Mediasi Kepercayaan. Jurnal Ekonomi, Bisnis Dan Akuntansi (JEBA), 23(2).

Farzin, M., & Fattahi, M. (2018). eWOM through social networking sites and impact on purchase intention and brand image in Iran. Journal of Advances in Management Research, 15(2), 161–183. https://doi.org/10.1108/JAMR-05-2017-0062

Fransiska, C., & Candy. (2023). Determinants Of International E-Commerce Purchase Intention: The Mediation Of Trust Faktor Penentu Purchase Intention E-Commerce International: Efek Mediasi Dari Trust. Management Studies and Entrepreneurship Journal, 4(3), 2103–2119.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks. Sage, 165.

Hamdan, H., Imaningsih, E. S., Indrajaya, S., Raharja, I., & Yuliantini, T. (2023). The Role of Decisions in Intervening Website Quality, e-Promotion, and e-Trust towards e-Repurchase Intention on e-Commerce. MIX: JURNAL ILMIAH MANAJEMEN, 13(2), 348. https://doi.org/10.22441/jurnal_mix.2023.v13i2.007

Hennig-Thurau, T., Gwinner, K., Walsh, G., & Gremler, D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18, 38–52. https://doi.org/10.1002/dir.10073

Ismagilova, E., Y.K, D., E, S., & M, W. (2017). Electronic word of mouth (eWOM) in the marketing context: A state of the art analysis and future directions. Springer.

Kadang, G. C., & Berlianto, M. P. (2022). Pengaruh Electronic Word of Mouth Characteristics Pada Repurchase Intention Melalui Trust dan Perceived Usefulness Sebagai Mediasi Pada Aplikasi Sociolla. Jmbi Unsrat, 9.

Koesuma, M. W., & Kurniawati. (2022). Pengaruh Electronic Word of Mouth dan Kredibilitas Influencer di Instagram Terhadap Customer Purchase Intention. Eqien: Jurnal Ekonomi Dan Bisnis, 11(1), 1383–1394.

Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran. Indeks.

Lutfie, H., & Marcelino, D. (2020). Creating Online Purchase Decision And Brand Image Based on Advertising Effectiveness With Epic Model. MIX JURNAL ILMIAH MANAJEMEN, 10(3), 346.

https://doi.org/10.22441/mix.2020.v10i3.003

Mainardes, E., Rodrigues, L., & Teixeira, A. (2019). Effects of internal marketing on job satisfaction in the banking sector. International Journal of Bank Marketing, 37, 1313–1333. https://doi.org/10.1108/IJBM-07-2018-0190

Mawardi, M. K., Sujarwoto, S., & Sahputri, R. A. M. (2022). A Multidimensional Model of Planned Behavior Theory and Its Prediction on Entrepreneurial Intention. MIX: JURNAL ILMIAH MANAJEMEN, 12(2), 319. https://doi.org/10.22441/jurnal_mix.2022.v12i2.011

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust, Academy of Management Review.

Naharul, T. S., Citaningtyas, D., & Kadi, A. (2022). Peran Kepercayaan Sebagai Mediasi Pada Pengaruh Kualitas Layanan Dan Kualitas Website Terhadap Niat Pembelian Tiktok Shop Di Madiun. Simba, September 2022.

Qalati, S. A., Vela, E. G., Li, W., Ahmed, S., Thi, T., Thuy, H., & Merani, S. H. (2021). 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. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2020.1869363

Qirana, A., Parlyna, R., & Saidani, B. (2021). Pengaruh Electronic Word-of-Mouth terhadap Niat Beli pada E-Commerce dengan Kepercayaan sebagai Variabel Intervening. Jurnal Bisnis, Manajemen Dan Keuangan, 470–483.

Rizkiatami, A., Masnita, Y., & Kurniawati, K. (2023). Embracing Sustainability in Purchase Behavior Using the Theory of Planned Behavior. MIX: JURNAL ILMIAH MANAJEMEN, 13(1), 15. https://doi.org/10.22441/jurnal_mix.2023.v13i1.002

Putro, D. H., Nurwahidin, N., & Saratian, E. T. P. (2024). The Influence of Celebrity Endorsement, Green Brand Image and Green Product Quality on Decisions to use Sharia Banking Product. Journal of Finance and Business Digital, 3(1), 69-84.

Ramli, Yanto, Imaningsih, Erna Sofriana, Rajak, Adnan and Ali, Anees Janee. (2022). Environmental Sustainability: To Enhance Organizational Awareness towards Green Environmental Concern. International Journal of Energy Economics and Policy. Volume 12, 4. pp.307-316. DOI: https://doi.org/10.32479/ijeep.13275

Rohman, F., Abadi, Y. B., Soelton, M., Prasetyo, N., & Saratian, E. T. (2020, February). The effect of environmentally friendly paper toward purchasing intention. In 4th International Conference on Management, Economics and Business (ICMEB 2019) (pp. 120-126). Atlantis Press.

Sari, F. C. P., Suzana, A. J., Achadi, A., & ... (2023). Pengaruh Pengalaman Pelanggan, Kemudahan Penggunaan, Kepercayaan Konsumen, Dan Electronic Word of Mouth Terhadap Niat Beli Ulang Pada Pengguna …. Seminar …, 2(April), 1019–1032.

Sekaran, U. (2017). Metode Penelitian Untuk Bisnis (R. Bougie, Ed.). Salemba Empat.

Soelton, M., Sudiro, A., Saratian, E. T. P., Oktaviar, C., Imaningsih, E. S., Arief, H., Parmariza, Y., & Handayani, N. (2020). Liberalization of Social Welfare Institutions Raisesspiritual Intelligence in Service and Organizational Citizenship Behavior Attractivity: Theory And Empirical Review. in Journal of Archaeology Of Egypt/Egyptology (Vol. 17, Issue 4).

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung : Alphabe.

Tandon, U., Kiran, R., & Sah, A. (2017). Analyzing customer satisfaction: users perspective towards online shopping. Nankai Business Review International, 8(3), 266–288. https://doi.org/10.1108/NBRI-04-2016-0012

Wardhani, A. K., & Chen, D. K. J. (2021). The Effect of Youtube Media of Online Review, Visualization and Trust on Intention to Buy Smartphone. MIX: JURNAL ILMIAH MANAJEMEN, 11(1), 36. https://doi.org/10.22441/mix.2021.v11i1.003

Wongso, M. F., Matana, U., Matana, U., Image, B., & Intention, P. (2019). Pengaruh electronic word of mouth dan brand image terhadap purchase intention. 2012, 187–192. https://doi.org/10.33510/slki.2019.187-192

Wuisan, D. S. S., Candra, D., Tanaya, M. A., Natalia, V., & Bernarto, I. (2020). Pengaruh Website Design Quality dan E-Service Quality Terhadap Repurchase Intention Sociolla E-Trust Sebagai Variabel Mediasi. Computatio : Journal of Computer Science and Information Systems, 4(1), 55. https://doi.org/10.24912/computatio.v4i1.7748




DOI: http://dx.doi.org/10.22441/jurnal_mix.2024.v14i2.003

Refbacks

  • There are currently no refbacks.


MIX: Jurnal Ilmiah Manajemen
Journal URL: http://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix
Journal DOI: 10.22441/jurnal_mix
P-ISSN: 2088-1231
E-ISSN: 2460-5328

Editor's Address:

Magister Management Department, Universitas Mercu Buana.
Tedja Buana Building 4th Floor.
Jl. Menteng Raya No. 29, Jakarta 10340.

The Journal is Indexed and Abstracting by:

 

Web Analytics Made Easy - StatCounter
View My Stats