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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Pendidikan Humaniora Psikopedagogia Indonesian Journal of Curriculum and Educational Technology Studies Innovative Journal of Curriculum and Educational Technology Jurnal Mirai Management Jurnal Studi Manajemen dan Bisnis DWIJA CENDEKIA: Jurnal Riset Pedagogik Jurnal Ilmiah Manajemen "E M O R" Indonesian Journal of Primary Education JURNAL PAUD AGAPEDIA JURTEKSI EDUKATIF : JURNAL ILMU PENDIDIKAN COLLASE (Creative of Learning Students Elementary Education) JURNAL PEMASARAN KOMPETITIF Jurnal Teknologi Informasi dan Pendidikan Jurnal Informatika dan Rekayasa Elektronik Jurnal Industri Kreatif dan Kewirausahaan Jurnal Minfo Polgan (JMP) Indonesian Journal of Digital Business CEMERLANG :Jurnal Manajemen dan Ekonomi Bisnis Transformasi: Journal of Economics and Business Management Eduvest - Journal of Universal Studies Madani: Multidisciplinary Scientific Journal Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan DIGIBE: Digital Business and Entrepreneurship Journal Jurnal Pengabdian Nasional (JPN) Indonesia kawanad Jukerdi: Jurnal Kewirausahaan Cerdas Dan Digital Jurnal Transformasi Bisnis Digital Indonesian Journal of Primary Education Ulil Albab
Adi Prehanto
Universitas Pendidikan Indonesia
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Journal : DIGIBE: Digital Business and Entrepreneurship Journal

 1 
PENGARUH EMBEDDED INSURANCE PADA LAYANAN PROTEKSI PRODUK SHOPEE DALAM MEMEDIASI E-SERVICE QUALITY TERHADAP KEPERCAYAAN KONSUMEN Lanina Astrid Chrysant Vrij; Adam Hermawan; Adi Prehanto
Digital Business and Entrepreneurship Journal Vol. 3 No. 1 (2025): Digital Business and Entrepreneurship Journal
Publisher : FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS KUNINGAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25134/digibe.v3i1.43

Abstract

Berbelanja online melalui e-commerce telah menjadi bagian dari kebiasaan masyarakat Indonesia sehari-hari. Banyaknya kemudahan yang dirasakan menjadi alasan masyarakat gemar berbelanja online. Namun, banyaknya kemudahan yang dirasakan itu tidak menutup adanya risiko-risiko yang dapat menganggu pengalaman belanja dan menimbulkan kekecewaan. Kekecewaan konsumen terhadap e-service quality yang diberikan bisa berdampak buruk terhadap kepercayaan konsumen pada e-commerce tersebut. Oleh karena itu, diperlukan upaya penanggunlangan risiko dengan memberikan jaminan berupa asuransi bagi konsumen e-commerce melalui teknologi embedded insurance. Penelitian ini dilakukan untuk mengetahui pengaruh embedded insurance pada layanan proteksi produk shopee dalam memediasi e-service quality terhadap kepercayaan konsumen. Pendekatan dalam penelitian ini menggunakan kuantitatif kausal dengan metode survey. Dengan sampel yang merupakan pengguna aktif Shopee di Kota Bandung, Bekasi, Bogor, Depok, dan Tasikmalaya usia 17 – 39 tahun yang pernah menggunakan layanan Proteksi Produk di Shopee minimal satu kali. Data yang terkumpul selanjutnya diolah menggunakan pendekatan PLS-SEM melalui aplikasi SmartPLS 3.2.9. Hasil dari penelitian ini yaitu pertama e-service quality berpengaruh secara signifikan terhadap embedded insurance. Kedua e-service quality tidak berpengaruh secara signifikan terhadap kepercayaan konsumen, Ketiga, terdapat pengaruh signifikan dari e-service quality,terhadap kepercayaan konsumen,melalui embedded insurance. Oleh karena itu, embedded insurance berhasil menjadi variabel mediasi dalam pengaruh e-service quality terhadap kepercayaan konsumen. Kata kunci: e-service quality; embedded insurance; kepercayaan konsumen.   Abstract Shopping online through e-commerce has become an integral part of the daily habits of Indonesian society. The convenience it offers is a key reason why people enjoy online shopping. However, these conveniences do not eliminate the risks that can disrupt the shopping experience and lead to disappointment. Consumers' dissatisfaction with the e-service quality provided can negatively impact their trust in the e-commerce platform. Therefore, risk mitigation efforts are needed by providing guarantees in the form of insurance for e-commerce consumers through embedded insurance technology. This study aims to analyze the influence of Embedded Insurance on Shopee's Product Protection Services in mediating E-Service Quality and Consumer Trust. The research employs a causal quantitative approach with a survey method. The sample consists of active Shopee users aged 17–39 years in Bandung, Bekasi, Bogor, Depok, and Tasikmalaya who have used Shopee’s Product Protection service at least once. The collected data were processed using the PLS-SEM approach with the SmartPLS 3.2.9 application.The findings of this study are as follows: first, e-service quality significantly influences embedded insurance. Second, e-service quality does not significantly influence consumer trust. Third, there is a significant influence of e-service quality on consumer trust through embedded insurance. Therefore, embedded insurance successfully acts as a mediating variable in the relationship between e-service quality and consumer trust.  Keywords: e-service quality; embedded insurance; consumer trust
Co-Authors Adam Hermawan Adam Hermawan Adisubagja, Balebat Dwi Ahmad Gunawan, Syahrul Akmal Ramadhan Putra Setiawan Ali Akbar Alkatili Ali Akbar Alkatili Alifia Fatimatun Nazya Alifia Fatimatun Nazya Ana Ratnasari Anggit Merliana Anisa Sekar Ningrum Aprily, Nuraly Masum Ar-Ridlo, Muhammad Dzikri Arafah, Namira Arya Budi Saputra Arya Budi Saputra Asep Herry Hernawan Asep Nuryadin Asep Nuyadin Assalam, Muhammad Nabil Aulia Zahra Aulia Zahra Azhar, Azizah Azizah Azhar Azizah Azhar Balebat Dwi Adisubagja Btari Mariska Purwaamijaya Conquero, Hilzi Maulana Devina Fauziyah Dhea Febrianti Dindin Abdul Muiz Lidinillah Djogi Banyu Adem Donny Karunia Pratama Fauziyah, Devina Febrianti, Dhea Fiqriansyah, Yogi Ilham Gieldy Akhyat Affandi Utama Guntara, Rangga Gelar Gupi Rohman Nurmansyah Hakim, Muhamad Akil Haryono Haryono Henri Yawan Herdiana, Oding Heryadi, Herdi I Wayan Putra Aditya Iftia Nur Azizah Indra Satria Nugraha Kova, Stella Lanina Astrid Chrysant Vrij Maesaroh, Syti Sarah Maharani, Melani Defina Manjilati Nurhazah Mohammad Ali Muhammad Dito Marcelino Muhammad Dzikri Ar Ridlo Muhammad Fadli Al-Multazim Muhammad Naufal Nurfirmansyah Muhammad Rizky Ginanjar Mutia, Marsya Mutiara Putri Utami Namira Arafah Nandang Rusmana Nazya, Alifia Fatimatun Ni Made Ayu Natih Widhiarini Ni Wayan Mega Sari Apri Yani, Ni Wayan Mega Nizza Nadya Rachmani Noor Kholis Budiman Nugraha, Muhammad Rizki Nugroho, Firna Shizuka Nuraly Masum Aprily Octapiana Aulia Oktapiana Aula Pratama, Donny Karunia Purwaamijaya, Btari Mariska Ramadansyah, Erif Ramadhani, Raja Almas Ramasiah, Suci rangga gelar Rangga Gelar Guntara Rasyid Nata Mulyana Reyhan Arya Nugraha Reyhan Arya Nugraha Reyhan Qatrunada Usulu Rizka Wahyudi Ruth, Joy Noeliona Salamah, Risa Ardila Sitepu, Kris Adam Gunanta Soni Santana Sri Ariyani Desmawati Stella Kova Suci Ramasiah Syifa Azkia Purwanti Syifa Nurul Aulia Taofik Hidayat Taofik Hidayat, Taofik Tri Joko Raharjo Usulu, Reyhan Qatrunada Utami, Mutiara Putri Wahyudi, Rizka Wulansari Wulansari Wulansari Wulansari Yasin, Muhammad Yahya yogi prasetyo