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All Journal Jurnal Minds: Manajemen Ide dan Inspirasi Jurnal Manajemen STIE Muhammadiyah Palopo JURNAL MANAJEMEN BISNIS Jurnal Ilmiah Akuntansi Manajemen JURNAL PENELITIAN EKONOMI DAN AKUNTANSI (JPENSI) AL-FIKR: Jurnal Pendidikan Islam Journal of Economic, Public, and Accounting (JEPA) Community Empowerment International Journal of Health, Economics, and Social Sciences (IJHESS) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Paradoks : Jurnal Ilmu Ekonomi Jurnal Bisnis dan Kewirausahaan AGROTEKBIS: Jurnal Ilmu Pertanian Celebes Journal of Community Services
Dirwan Dirwan
Jurusan Teknik Sipil, Fakultas Teknik, Universitas Syiah Kuala Jl. Tgk. Syeh Abdul Rauf No. 7, Darussalam Banda Aceh 23111
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E-Service Quality dan Online Customer Reviews: Peran Customer Trust Dalam Menentukan E-Commerce Buying Decisions Fitriany, Fitriany; Tubsree, Chalong; Dirwan, Dirwan; Nadia, Asty Esha
Jurnal Manajemen STIE Muhammadiyah Palopo Vol 12, No 1 (2026)
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah (LPPI) Universitas Muhammadiyah Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35906/jurman.v12i1.2845

Abstract

ABSTRAKCustomer Review terhadap Buying Decisions melalui Customer Trust sebagai variabel mediasi pada masyarakat di Kelurahan Sungguminasa. Menggunakan pendekatan kuantitatif dengan sampel 78 responden, data diolah menggunakan SEM-PLS melalui SmartPLS 4.0. Hasil penelitian menunjukkan bahwa E-Service Quality berpengaruh signifikan terhadap Buying Decisions, sementara Online Customer Review tidak berpengaruh langsung. Namun, kedua variabel tersebut berdampak signifikan terhadap Customer Trust. Lebih lanjut, Customer Trust terbukti menjadi mediator krusial yang menghubungkan kualitas layanan dan ulasan pelanggan dengan keputusan pembelian. Kepercayaan pelanggan ditemukan sebagai jalur kritis yang mengubah persepsi informasi digital menjadi komitmen transaksi yang nyata. Hal ini membuktikan bahwa tanpa adanya rasa percaya, keunggulan fitur layanan dan ulasan positif tidak akan mampu mencapai finalisasi keputusan belanja secara optimal. Temuan ini menegaskan bahwa bagi konsumen kritis, informasi digital dan kualitas sistem hanya akan efektif meningkatkan transaksi jika mampu membangun kepercayaan terlebih dahulu. Pelaku usaha disarankan memprioritaskan kredibilitas platform untuk mengonversi niat beli menjadi tindakan transaksi nyata.Kata Kunci: Kualitas Layanan Elektronik, Testimoni Pelanggan Daring, Kepercayaan Pelanggan, Keputusan Pembelian, Perdagangan ElektronikABSTRACTThis study aims to analyze the influence of E-Service Quality and Online Customer Reviews on Buying Decisions through Customer Trust as a mediating variable in the community in Sungguminasa Village. Using a quantitative approach with a sample of 78 respondents, the data were processed using SEM-PLS through SmartPLS 4.0. The results showed that E-Service Quality had a significant effect on Buying Decisions, while Online Customer Reviews had no direct effect. However, both variables had a significant impact on Customer Trust. Furthermore, Customer Trust was proven to be a crucial mediator connecting service quality and customer reviews with purchasing decisions. Customer trust was found to be a critical pathway that transforms digital information perceptions into real transaction commitments. This proves that without trust, superior service features and positive reviews will not be able to achieve optimal finalization of shopping decisions. These findings confirm that for critical consumers, digital information and system quality will only be effective in increasing transactions if they are able to build trust first. Business actors are advised to prioritize platform credibility to convert purchase intentions into real transactions.Keywords: E-Service Quality, Online Customer Review, Customer Trust, Buying Decision, E-Commerce
Co-Authors Ahmad Firman Alamsyar, Al Amin, Asbi Amir Mahmud Andi Ircham Hidayat Anindia, Ragdha Meilani Annur SB, Ince Adzzahra Asniwati Badaruddin Badaruddin Bahrul Ulum Ilham, Bahrul Ulum Basri Basri Bunyamin Bunyamin Dara Ayu Nianty Fahrun, Moh Febrianti, Resty Ayu Fitriany Fitriany, Fitriany Ghazwan, Muhammad Faathir Haerani, Gusmi Hardianty Askar Hari, Hari Hasnah Hasnah Imran, Un Dini Irawati, Arwita Khaeran, Muh. Isnan L, Fitriani Latief, Fitriani Maulana, Andi Arif Muhammad Idris Multhazam, Nur Afifah Thohirah Muslim, Almutia Muslimin, Istyqamah Nadia, Asty Esha Rafiqah, Rafiqah Rajindra Randa, Alfa Rasdi Rasdi, Rasdi Sofyan, Iradat Rayhan Suriyanti, Suriyanti Tubsree, Chalong Umrah, St Wildani Pingkan S. Hamzens