Pengaruh Persepsi Risiko, Kemudahan Penggunaan Dan Kepercayaan Terhadap Kepuasan Serta Dampaknya Pada Niat Beli Ulang (Studi Pada Pengguna Aplikasi Shopee Di Kota Semarang)
Abstract
This research aims to determine the influence of risk perception (X1), ease of use (X2), and trust (X3) on satisfaction (Y1) and its impact on repurchase intention (Y2) of Shopee application users in the city of Semarang. The research method used is a quantitative method.The data source uses a questionnaire via Google Form for 100 respondents with purposive sampling methodology. Hypothesis testing uses multiple linear regression using statistical-based data processing, namely SPSS. The population in this study are Shopee application users in the city of Semarang. The research results show that risk perception has a positive and significant effect on satisfaction, ease of use has a positive and significant effect on satisfaction, trust has no effect on satisfaction and satisfaction has a positive and significant effect on repurchase intention.
Keywords: Risk Perception, Ease of Use, Trust, Satisfaction, Repurchase Intention
References
Anugrah, F. T. (2020). UserEffect of Promotion and Ease of Use on Customer Satisfaction and Loyalty on OVO Applications. Quantitative Economics and Management Studies, 1(1), 44–50. https://doi.org/10.35877/454ri.qems77
Aufa, A. A., & Marsasi, E. G. (2023). The Influence of Perceived Risk and Trust in Adopt. Jurnal Ekonomi Akuntansi Dan Manajemen, 22(1), 67–84.
Bimantara, B. (2020). Pengaruh Kualitas Pelayanan Dan Persepsi Risiko Terhadap Kepuasan Pelanggan Dalam Menggunakan Jasa Ekspedisi J&T Express Samarinda. Jurnal Administrasi Bisnis Fisipol Unmul, 8(3), 258. https://doi.org/10.54144/jadbis.v8i3.3718
Darmawan, D. (2019). The Effect of Customer Satisfaction on Trust and Customer Loyalty. Management and Accounting Research Journal Global, 03(02), 1–73.
Endriana, T. D., & Purwanto, N. (2022). Penggunaan Aplikasi Reservasi Online Agoda. Seminar Nasional Pariwisata Dan Kewirausahaan (SNPK), 473–478.
Ernawati, N., & Noersanti, L. (2020). Pengaruh Persepsi Manfaat , Kemudahan Penggunaan dan Kepercayaan terhadap Minat Penggunaan pada Aplikasi OVO. 03(02), 27–37.
Firdaus, M. F., & Himawati, D. (2022). Pengaruh Persepsi Harga, Persepsi Kualitas Layanan Dan Persepsi Kemudahan Penggunaan Terhadap Kepuasan Konsumen E-Commerce Shopee Di Kota Depok. Jurnal Ilmiah Ekonomi Bisnis, 27(2), 216–230. https://doi.org/10.35760/eb.2022.v27i2.5259
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (Sembilan). In Semarang, Universitas Diponegoro (9th ed.). Badan Penerbit Universitas Diponegoro.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. 3(September), 171–180.
Hakim, L., Susanti, N., & -, U. (2017). Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam). International Journal of Economics and Finance, 9(7), 122. https://doi.org/10.5539/ijef.v9n7p122
Jufrizen, J., Daulay, R., Sari, M., & Nasution, M. I. (2020). Model Empiris Peningkatan Kepuasan Dan Niat Beli Konsumen Dalam Pemilihan Online Shop Instagram. Mix: Jurnal Ilmiah Manajemen, 10(2), 249. https://doi.org/10.22441/mix.2020.v10i2.008
Jusuf, D. I. (2023). The Influence of Service Quality and Ease of Use on Customer Satisfaction Using the Shopee Pay Digital Wallet. 4(1), 40–45.
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Masiaga, N. R., Worang, F. G., & Mandagie, Y. (2022). Pengaruh Keamanan Dan Kepercayaan Terhadap Kepuasaan Pelanggan Yang Berbelanja Secara Online Di Lazada.Com. Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(2), 900–910. https://doi.org/10.35794/emba.v10i2.40476
Niland, N., Pearce, A. P., Naumann, D. N., O’Reilly, D., Series, P. B., Sataloff, R. T., Johns, M. M., Kost, K. M., Orsini, R. J., Medicine, T., Kalkman, J. P., Sataloff, R. T., Johns, M. M., Kost, K. M., Maiti, Bidinger, Assistance, H., Mitigate, T. O., Eroukhmanoff, C., & Licina, D. (2020). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Global Health, 167(1), 1–5. https://www.e-ir.info/2018/01/14/securitisation-theory-an-introduction/
Pandiangan, S. M. T., Resmawa, I. N., Simanjuntak, O. D. P., Sitompul, P. N., & Jefri, R. (2021). Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. Budapest Internation Research and Critics Institute-Journal, 4(4), 7785–7791. https://doi.org/10.33258/birci.v4i4.2697
Rahesa Wijaya, Y., & Tjahjaningsih, E. (2022). Analisis Faktor Kepuasan Pelanggan Serta Dampaknya Pada Niat Beli Ulang. E-Bisnis : Jurnal Ilmiah Ekonomi Dan Bisnis, 15(2), 201–211. https://doi.org/10.51903/e-bisnis.v15i2.615
Saidani, B., Lusiana, L. M., & Aditya, S. (2019). Analisis Pengaruh Kualitas Website dan Kepercayaan Terhadap Kepuasaan Pelanggan dalam Membentuk Minat Pembelian Ulang pada Pelanggan Shopee. Jurnal Riset Manajemen Sains Indonesia, 10(2), 425–444.
Saputra, S., & Zai, K. Y. (2022). Pengaruh Kepuasan Pelanggan Terhadap Niat Beli Kembali, pada pengguna E-commerce di Kota Batam. SEIKO : Journal of Management & Business, 5(2), 129–140. https://www.journal.stieamkop.ac.id/index.php/seiko/article/view/2144
Sari, N. E., & Oswari, T. (2020). Pengaruh Kemudahan, Kepercayaan, Dan Keamanan Terhadap Kepuasan Pelanggan Melalui Keputusan Pembelian Pada Toko Online Tokopedia. Creative Research Management Journal, 3(2), 34. https://doi.org/10.32663/crmj.v3i2.1550
Savila, D., & Tjahjaningsih í, E. (2023). SEIKO : Journal of Management & Business Pengaruh Kepercayaan dan Keragaman Produk terhadap Kepuasan Serta Dampaknya Terhadap Niat Beli Ulang. SEIKO : Journal of Management & Business, 6(1), 573–587. https://doi.org/10.37531/sejaman.v6i1.3734
Seminari, N. K., Rahyuda, I. K., Sukaatmadja, I. P. G., & Sukawati, T. G. R. (2023). The role of self-brand connection to mediate the effect of customer satisfaction on repurchase intention in moderation of lovemark. International Journal of Data and Network Science, 7(3), 1295–1302. https://doi.org/10.5267/j.ijdns.2023.4.009
Siwi, P. R. (2023). Dampak Social Media Marketing Terhadap Niat Beli dan Loyalitas Pelanggan Scarlett Whitening Official. Jurnal Simki Economic, 6(2), 213–222. https://doi.org/10.29407/jse.v6i2.243
Supriyadi, Hertanto, & Rafiq, M. (2020). Customer Value Toward Purchase Intention on Luxury Brand. Business and Entrepreneurial Review, 20(1), 33–44. https://doi.org/10.25105/ber.v20i1.6781
Suryani, S., & Koranti, K. (2022). Kualitas Pelayanan, Kepercayaan Dan Keamanan Serta Pengaruhnya Terhadap Kepuasan Pelanggan Melalui Sikap Pengguna E-Commerce. Jurnal Ilmiah Ekonomi Bisnis, 27(2), 183–198. https://doi.org/10.35760/eb.2022.v27i2.5189
Susilo, R., Bernarto, I., & Purwanto, A. (2020). Effect of trust, value and atmosphere towards patient satisfaction (Case study on preama clay of wae laku, indonesia). International Journal of Advanced Science and Technology, 29(3), 6716–6723.
Tanjungpinang, S. P. (2019). ONLINE DI TANJUNGPINANG THE INFLUENCE OF PERCEIVED RISK TO ONLINE PURCHASING DECISIONS IN TANJUNGPINANG Dwi Septi Haryani Abstrak PENDAHULUAN Perkembangan teknologi mengalami kemajuan yang sangat pesat . Kehadiran teknologi internet memberi manfaat komuni. 8(2), 198–209.
Wilson, N., Alvita, M., & Wibisono, J. (2021). the Effect of Perceived Ease of Use and Perceived Security Toward Satisfaction and Repurchase Intention. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 5(1), 145. https://doi.org/10.24912/jmieb.v5i1.10489
Aufa, A. A., & Marsasi, E. G. (2023). The Influence of Perceived Risk and Trust in Adopt. Jurnal Ekonomi Akuntansi Dan Manajemen, 22(1), 67–84.
Bimantara, B. (2020). Pengaruh Kualitas Pelayanan Dan Persepsi Risiko Terhadap Kepuasan Pelanggan Dalam Menggunakan Jasa Ekspedisi J&T Express Samarinda. Jurnal Administrasi Bisnis Fisipol Unmul, 8(3), 258. https://doi.org/10.54144/jadbis.v8i3.3718
Darmawan, D. (2019). The Effect of Customer Satisfaction on Trust and Customer Loyalty. Management and Accounting Research Journal Global, 03(02), 1–73.
Endriana, T. D., & Purwanto, N. (2022). Penggunaan Aplikasi Reservasi Online Agoda. Seminar Nasional Pariwisata Dan Kewirausahaan (SNPK), 473–478.
Ernawati, N., & Noersanti, L. (2020). Pengaruh Persepsi Manfaat , Kemudahan Penggunaan dan Kepercayaan terhadap Minat Penggunaan pada Aplikasi OVO. 03(02), 27–37.
Firdaus, M. F., & Himawati, D. (2022). Pengaruh Persepsi Harga, Persepsi Kualitas Layanan Dan Persepsi Kemudahan Penggunaan Terhadap Kepuasan Konsumen E-Commerce Shopee Di Kota Depok. Jurnal Ilmiah Ekonomi Bisnis, 27(2), 216–230. https://doi.org/10.35760/eb.2022.v27i2.5259
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (Sembilan). In Semarang, Universitas Diponegoro (9th ed.). Badan Penerbit Universitas Diponegoro.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. 3(September), 171–180.
Hakim, L., Susanti, N., & -, U. (2017). Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam). International Journal of Economics and Finance, 9(7), 122. https://doi.org/10.5539/ijef.v9n7p122
Jufrizen, J., Daulay, R., Sari, M., & Nasution, M. I. (2020). Model Empiris Peningkatan Kepuasan Dan Niat Beli Konsumen Dalam Pemilihan Online Shop Instagram. Mix: Jurnal Ilmiah Manajemen, 10(2), 249. https://doi.org/10.22441/mix.2020.v10i2.008
Jusuf, D. I. (2023). The Influence of Service Quality and Ease of Use on Customer Satisfaction Using the Shopee Pay Digital Wallet. 4(1), 40–45.
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Masiaga, N. R., Worang, F. G., & Mandagie, Y. (2022). Pengaruh Keamanan Dan Kepercayaan Terhadap Kepuasaan Pelanggan Yang Berbelanja Secara Online Di Lazada.Com. Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(2), 900–910. https://doi.org/10.35794/emba.v10i2.40476
Niland, N., Pearce, A. P., Naumann, D. N., O’Reilly, D., Series, P. B., Sataloff, R. T., Johns, M. M., Kost, K. M., Orsini, R. J., Medicine, T., Kalkman, J. P., Sataloff, R. T., Johns, M. M., Kost, K. M., Maiti, Bidinger, Assistance, H., Mitigate, T. O., Eroukhmanoff, C., & Licina, D. (2020). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Global Health, 167(1), 1–5. https://www.e-ir.info/2018/01/14/securitisation-theory-an-introduction/
Pandiangan, S. M. T., Resmawa, I. N., Simanjuntak, O. D. P., Sitompul, P. N., & Jefri, R. (2021). Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. Budapest Internation Research and Critics Institute-Journal, 4(4), 7785–7791. https://doi.org/10.33258/birci.v4i4.2697
Rahesa Wijaya, Y., & Tjahjaningsih, E. (2022). Analisis Faktor Kepuasan Pelanggan Serta Dampaknya Pada Niat Beli Ulang. E-Bisnis : Jurnal Ilmiah Ekonomi Dan Bisnis, 15(2), 201–211. https://doi.org/10.51903/e-bisnis.v15i2.615
Saidani, B., Lusiana, L. M., & Aditya, S. (2019). Analisis Pengaruh Kualitas Website dan Kepercayaan Terhadap Kepuasaan Pelanggan dalam Membentuk Minat Pembelian Ulang pada Pelanggan Shopee. Jurnal Riset Manajemen Sains Indonesia, 10(2), 425–444.
Saputra, S., & Zai, K. Y. (2022). Pengaruh Kepuasan Pelanggan Terhadap Niat Beli Kembali, pada pengguna E-commerce di Kota Batam. SEIKO : Journal of Management & Business, 5(2), 129–140. https://www.journal.stieamkop.ac.id/index.php/seiko/article/view/2144
Sari, N. E., & Oswari, T. (2020). Pengaruh Kemudahan, Kepercayaan, Dan Keamanan Terhadap Kepuasan Pelanggan Melalui Keputusan Pembelian Pada Toko Online Tokopedia. Creative Research Management Journal, 3(2), 34. https://doi.org/10.32663/crmj.v3i2.1550
Savila, D., & Tjahjaningsih í, E. (2023). SEIKO : Journal of Management & Business Pengaruh Kepercayaan dan Keragaman Produk terhadap Kepuasan Serta Dampaknya Terhadap Niat Beli Ulang. SEIKO : Journal of Management & Business, 6(1), 573–587. https://doi.org/10.37531/sejaman.v6i1.3734
Seminari, N. K., Rahyuda, I. K., Sukaatmadja, I. P. G., & Sukawati, T. G. R. (2023). The role of self-brand connection to mediate the effect of customer satisfaction on repurchase intention in moderation of lovemark. International Journal of Data and Network Science, 7(3), 1295–1302. https://doi.org/10.5267/j.ijdns.2023.4.009
Siwi, P. R. (2023). Dampak Social Media Marketing Terhadap Niat Beli dan Loyalitas Pelanggan Scarlett Whitening Official. Jurnal Simki Economic, 6(2), 213–222. https://doi.org/10.29407/jse.v6i2.243
Supriyadi, Hertanto, & Rafiq, M. (2020). Customer Value Toward Purchase Intention on Luxury Brand. Business and Entrepreneurial Review, 20(1), 33–44. https://doi.org/10.25105/ber.v20i1.6781
Suryani, S., & Koranti, K. (2022). Kualitas Pelayanan, Kepercayaan Dan Keamanan Serta Pengaruhnya Terhadap Kepuasan Pelanggan Melalui Sikap Pengguna E-Commerce. Jurnal Ilmiah Ekonomi Bisnis, 27(2), 183–198. https://doi.org/10.35760/eb.2022.v27i2.5189
Susilo, R., Bernarto, I., & Purwanto, A. (2020). Effect of trust, value and atmosphere towards patient satisfaction (Case study on preama clay of wae laku, indonesia). International Journal of Advanced Science and Technology, 29(3), 6716–6723.
Tanjungpinang, S. P. (2019). ONLINE DI TANJUNGPINANG THE INFLUENCE OF PERCEIVED RISK TO ONLINE PURCHASING DECISIONS IN TANJUNGPINANG Dwi Septi Haryani Abstrak PENDAHULUAN Perkembangan teknologi mengalami kemajuan yang sangat pesat . Kehadiran teknologi internet memberi manfaat komuni. 8(2), 198–209.
Wilson, N., Alvita, M., & Wibisono, J. (2021). the Effect of Perceived Ease of Use and Perceived Security Toward Satisfaction and Repurchase Intention. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 5(1), 145. https://doi.org/10.24912/jmieb.v5i1.10489
Published
2024-01-31
Section
Articles
Copyright (c) 2024 Zeni Rahma Wati
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
