PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-SATISFACTION DENGAN KEPUTUSAN PEMBAYARAN ELEKTRONIK SEBAGAI VARIABEL MODERASI (STUDI PADA PENGGUNA E-COMMERCE SHOPEE DI KOTA PALU)
Keywords:
Kata Kunci: E-service Quality; E-trust; E-satisfaction; Keputusan pembayaran elektronik
Abstract
ABSTRAK
Penelitian ini ditujukan guna melaksanakan analisis pengaruh e-service quality dan e-trust terhadap e-satisfaction dengan keputusan pembayaran elektronik sebagai variabel moderasi. Data yang dipergunakan pada penelitian ini ialah data primer. Data primer berasal dari hasil menyebarkan kuesioner pada pelanggan yang sudah memakai serta melaksanakan pembelian melalui Shopee yang berdomisili di Kota Palu. Sampel penelitian ini diambil memanfaatkan metode non probability sampling melalui teknik purposive sampling, yang berjumlah 80 responden. Teknik analisis data memakai Structural Equation Model (SEM) dengan basis Partial Least Square (PLS) didukung aplikasi Smart PLS 4.0. Hasil penelitian memperlihatkan bahwasanya e-service quality serta e-trust punya pengaruh signifikan terhadap e-satisfaction, di sisi lain keputusan pembayaran elektronik tidak hanya punya pengaruh signifikan terhadap e-satisfaction, tetapi juga terbukti dapat memoderasi korelasi antara e-service quality serta e-trust, moderasi ini menunjukkan bahwa keputusan yang diambil pengguna terkait metode pembayaran elektronik dapat memperlemah e-service quality tetapi memperkuat atau meningkatkan e-trust terhadap kepuasan pengguna.
Kata Kunci: E-service Quality; E-trust; E-satisfaction; Keputusan pembayaran elektronik
References
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Rintasari, D., & Farida, N. (2020). Pengaruh e-trust dan e-service quality terhadap e-loyalty melalui e-satisfaction (Studi pada pengguna situs e-commerce C2C Shopee di Kabupaten Sleman). Jurnal Ilmu Administrasi Bisnis, 9(4), 539–547. https://doi.org/10.14710/jiab.2020.28803
Risanto, R., & Suryani, T. (2023). The effect of work environment and employment rewards on employee engagement and their impact on employee welfare in conventional and sharia banking in east javaid 2 *Corresponding Author. Management Studies and Entrepreneurship Journal, 4(5), 5154–5164. http://journal.yrpipku.com/index.php/msej
Rojiqin, M. K., Hadi, S. N., & Utomo, Y. T. (2022). Pengaruh e-service quality dan e-trust terhadap e-customer loyality Shopee melalui e-satisfaction di masa pandemi Covid-19 ditinjau dari prespektif syariah. Jurnal Akuntansi, Manajemen & Perbankan Syariah, 2(4), 1–16.
Rombe, E. (2011). Hubungan corporate image terhadap kepercayaan. 5(1), 92–99.
Rombe, E., & Ulandari, P. N. L. (2022). Pengaruh kualitas pelayanan dan citra merek terhadap loyalitas pelanggan dengan kepuasan konsumen sebagai variabel mediasi pada Sabnishop di Kota Palu. SEIKO : Journal of Management & Business, 6(1), 358–367. https://doi.org/10.37531/sejaman.v6i1.3701
Sarapung, S. A., & Ponirin, P. (2020). Pengaruh service quality terhadap repurchase intention melalui customer satisfaction pada skin origin Kota Palu. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 6(2), 177–185. https://doi.org/10.22487/jimut.v6i2.197
Sarstedt, M., Ringle, C. M., & Hair, joseph F. (2016). Practical business statistics. Academic Press.
Sinurat, A. E. T., Ramli, A. H., & Purnomo, S. H. (2024). Pengaruh e-service quality, e-trust, e-customer satisfaction terhadap e-customer loyalty pada marketplace Shopee. Jurnal Bisnisman : Riset Bisnis Dan Manajemen, 5(3), 80–102. https://doi.org/10.52005/bisnisman.v5i3.199
Sutomo, M. (2012). Kepuasan pelanggan menginap di hotel berbintang di Daerah Istimewa Yogyakarta. Bisma Jurnal Bisnis Dan Manajemen, 6(1), 79–93.
Syahidah, A. A., & Aransyah, M. F. (2023). Pengaruh e-service quality dan e-trust terhadap e-customer loyalty pada pengguna dompet digital DANA melalui e-satisfaction sebagai variabel intervening. Jurnal Sisfokom (Sistem Informasi Dan Komputer), 12(1), 36–44. https://doi.org/10.32736/sisfokom.v12i1.1593
Tribudhi, D. A., & Soekapdjo, S. (2019). Determinasi transaksi dengan menggunakan uang elektronik di Indonesia determination of transactions using electronic money in Indonesia. KINERJA: Jurnal Ekonomi Dan Manajemen, 16(1), 78–84. https://doi.org/10.29264/jkin.v16i1.5218
Venkatesh, V., Thong, J. y. ., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology by Viswanath Venkatesh, James Y.L. Thong, Xin Xu :: SSRN. MIS Quarterly, 36(1), 157–178. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2002388
Wahyuningsih, Nasution, H., Roostika, R., & Yeni, Y. H. (2022). An examination of customer satisfaction toward online food shopping during Covid-19 Pandemic. Jurnal Aplikasi Manajemen, 20(2), 231–241. https://doi.org/10.21776/ub.jam.2022.020.02.02
Widagdo, P. B. (2016). Perkembangan electronic commerce (e-commerce) di Indonesia. Researchgate.Net, December, 1–10. https://www.researchgate.net/publication/311650384
Widiaputri, Y. S., Brawijaya, U., Administrasi, F. I., Ilmu, J., Bisnis, A., & Pemasaran, K. (2018). Pengaruh e-service quality terhadap perceived value dan e-customer satisfaction.
Zahara, Z., Ikhsan, Santi, I. N., & Farid. (2023). Entrepreneurial marketing and marketing performance through digital marketing capabilities of SMEs in post-pandemic recovery. Cogent Business and Management, 10(2). https://doi.org/10.1080/23311975.2023.2204592
Zahara, Z., Muslimin, M., & Buntuang, P. C. D. (2022). The impact of marketing innovations and business plans on business sustainability during the COVID-19 pandemic. Innovative Marketing, 18(3), 121–135. https://doi.org/10.21511/im.18(3).2022.11
Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Science, 5(3), 471–478. https://doi.org/10.5267/j.ijdns.2021.4.001
Aini, Q., Rahardja, U., & Fatillah, A. (2018). Penerapan qrcode sebagai media pelayanan untuk absensi pada website berbasis php native. Sisfotenika, 8(1), 47. https://doi.org/10.30700/jst.v8i1.151
Al Adwan, A., Zamil, A. M. A., & Areiqat, A. Y. (2021). Factors affecting online shopping behavior of consumers understanding factors leading to consumers’ loyalty. Academy of Strategic Management Journal, 20(SpecialIssue2), 1–8.
Arisandy, D. (2017). Hubungan antara kontrol diri dengan impulsive buyying (Desy Arisandy) Kontrol diri dengan impulsive buyying. Jurnal Ilmiah PSYCH, 11(1), 63–73.
Bachri, S., Putra, S. M., Farid, E. S., Darman, D., & Mayapada, A. G. (2023). The Digital marketing to influence customer satisfaction mediated by purchase decision. Jurnal Aplikasi Manajemen, 21(3), 578–592. https://doi.org/10.21776/ub.jam.2023.021.03.03
Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: a theoretical framework and research agenda. Service Industries Journal, 40(3–4), 203–225. https://doi.org/10.1080/02642069.2019.1672666
Dwi Susanti, R. A., Fardahlia, D., & Indrihastuti, P. (2021). Kemudahan dan kemanfaatan pengaruhnya terhadap keputusan penggunaan sistem pembayaran e-money Ovo, Go-Pay, dan Dana. J-MACC : Journal of Management and Accounting, 4(1), 57–71. https://doi.org/10.52166/j-macc.v4i1.2404
Hardiawan, M. R. (2021). Pengaruh e-service quality (Grabprotect), e-trust dan organizational reputation terhadap e-loyality customer grabfood melalui e-satisfaction di masa pandemi Covid-19. Skripsi Universitas Islam Negeri Sunan Ampel Surabaya.
Hilal, N., & Djatola, H. R. (2018). Pengaruh kualitas layanan terhadap kepuasan nasabah dan gethok tular pada Bank Syariah di Kota Palu. Jurnal Manajemen Dan Kearifan Lokal Indonesia, 2(1), 23. https://doi.org/10.26805/jmkli.v2i1.14
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh e-service quality dan e-trust terhadap e-loyalty dengan e-satisfaction sebagai variabel intervening (Studi pada pelanggan sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen TERAKREDITASI SINTA, 4(4), 780–791. http:jim.unsyiah.ac.id/ekm
Koro, M. S. A. A., Sutomo, M., & Farid, F. (2019). Pengaruh kualitas layanan terhadap kepuasan pelanggan bengkel cahaya terang di Bungku Tengah. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 5(3), 251–264. https://doi.org/10.22487/jimut.v5i3.157
Maulana, S. M., Susilo, H., & Riyadi. (2015). Implementasi e-commerce sebagai media penjualan online. Jurnal Administrasi Bisnis, 29(1), 1–9.
Muzakir, Bachri, S., Adam, R. P., & Wahyuningsih. (2021). The analysis of forming dimensions of e-service quality for online travel services. International Journal of Data and Network Science, 5(3), 239–244. https://doi.org/10.5267/j.ijdns.2021.6.010
Nempung, T., Setiyaningsih, T., & Syamsiah, N. (2015). Otomatisasi metode penelitian skala likert berbasis Web. November, 1–8.
Oney, E., Guven, G. O., & Rizvi, W. H. (2017). The determinants of electronic payment systems usage from consumers’ perspective. Economic Research-Ekonomska Istrazivanja , 30(1), 394–415. https://doi.org/10.1080/1331677X.2017.1305791
Ponirin, P., Rombe, E., Adam, R. P., & Zahara, Z. (2023). Adoption of mobile payment system services My Pertamina. International Conference of Business and Social Sciences, 3(1), 782–791. https://doi.org/10.24034/icobuss.v3i1.450
Ponirin, Scott, D., & Von Der Heidt, T. (2010). E-loyalty: its antecedents, implications and differences between developed and developing countries. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 77–82. https://doi.org/10.1007/978-3-319-18696-2_29
Rintasari, D., & Farida, N. (2020). Pengaruh e-trust dan e-service quality terhadap e-loyalty melalui e-satisfaction (Studi pada pengguna situs e-commerce C2C Shopee di Kabupaten Sleman). Jurnal Ilmu Administrasi Bisnis, 9(4), 539–547. https://doi.org/10.14710/jiab.2020.28803
Risanto, R., & Suryani, T. (2023). The effect of work environment and employment rewards on employee engagement and their impact on employee welfare in conventional and sharia banking in east javaid 2 *Corresponding Author. Management Studies and Entrepreneurship Journal, 4(5), 5154–5164. http://journal.yrpipku.com/index.php/msej
Rojiqin, M. K., Hadi, S. N., & Utomo, Y. T. (2022). Pengaruh e-service quality dan e-trust terhadap e-customer loyality Shopee melalui e-satisfaction di masa pandemi Covid-19 ditinjau dari prespektif syariah. Jurnal Akuntansi, Manajemen & Perbankan Syariah, 2(4), 1–16.
Rombe, E. (2011). Hubungan corporate image terhadap kepercayaan. 5(1), 92–99.
Rombe, E., & Ulandari, P. N. L. (2022). Pengaruh kualitas pelayanan dan citra merek terhadap loyalitas pelanggan dengan kepuasan konsumen sebagai variabel mediasi pada Sabnishop di Kota Palu. SEIKO : Journal of Management & Business, 6(1), 358–367. https://doi.org/10.37531/sejaman.v6i1.3701
Sarapung, S. A., & Ponirin, P. (2020). Pengaruh service quality terhadap repurchase intention melalui customer satisfaction pada skin origin Kota Palu. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 6(2), 177–185. https://doi.org/10.22487/jimut.v6i2.197
Sarstedt, M., Ringle, C. M., & Hair, joseph F. (2016). Practical business statistics. Academic Press.
Sinurat, A. E. T., Ramli, A. H., & Purnomo, S. H. (2024). Pengaruh e-service quality, e-trust, e-customer satisfaction terhadap e-customer loyalty pada marketplace Shopee. Jurnal Bisnisman : Riset Bisnis Dan Manajemen, 5(3), 80–102. https://doi.org/10.52005/bisnisman.v5i3.199
Sutomo, M. (2012). Kepuasan pelanggan menginap di hotel berbintang di Daerah Istimewa Yogyakarta. Bisma Jurnal Bisnis Dan Manajemen, 6(1), 79–93.
Syahidah, A. A., & Aransyah, M. F. (2023). Pengaruh e-service quality dan e-trust terhadap e-customer loyalty pada pengguna dompet digital DANA melalui e-satisfaction sebagai variabel intervening. Jurnal Sisfokom (Sistem Informasi Dan Komputer), 12(1), 36–44. https://doi.org/10.32736/sisfokom.v12i1.1593
Tribudhi, D. A., & Soekapdjo, S. (2019). Determinasi transaksi dengan menggunakan uang elektronik di Indonesia determination of transactions using electronic money in Indonesia. KINERJA: Jurnal Ekonomi Dan Manajemen, 16(1), 78–84. https://doi.org/10.29264/jkin.v16i1.5218
Venkatesh, V., Thong, J. y. ., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology by Viswanath Venkatesh, James Y.L. Thong, Xin Xu :: SSRN. MIS Quarterly, 36(1), 157–178. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2002388
Wahyuningsih, Nasution, H., Roostika, R., & Yeni, Y. H. (2022). An examination of customer satisfaction toward online food shopping during Covid-19 Pandemic. Jurnal Aplikasi Manajemen, 20(2), 231–241. https://doi.org/10.21776/ub.jam.2022.020.02.02
Widagdo, P. B. (2016). Perkembangan electronic commerce (e-commerce) di Indonesia. Researchgate.Net, December, 1–10. https://www.researchgate.net/publication/311650384
Widiaputri, Y. S., Brawijaya, U., Administrasi, F. I., Ilmu, J., Bisnis, A., & Pemasaran, K. (2018). Pengaruh e-service quality terhadap perceived value dan e-customer satisfaction.
Zahara, Z., Ikhsan, Santi, I. N., & Farid. (2023). Entrepreneurial marketing and marketing performance through digital marketing capabilities of SMEs in post-pandemic recovery. Cogent Business and Management, 10(2). https://doi.org/10.1080/23311975.2023.2204592
Zahara, Z., Muslimin, M., & Buntuang, P. C. D. (2022). The impact of marketing innovations and business plans on business sustainability during the COVID-19 pandemic. Innovative Marketing, 18(3), 121–135. https://doi.org/10.21511/im.18(3).2022.11
Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Science, 5(3), 471–478. https://doi.org/10.5267/j.ijdns.2021.4.001
Published
2024-11-19
Section
Articles
Copyright (c) 2024 Rizaldi Rizaldi, Muzakir Muzakir, Ponirin Ponirin, Anisah Anisah
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