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All Journal Economic Education Analysis Journal Performance International Journal of Economics, Business and Accounting Research (IJEBAR) International Journal of Business and Quality Research International Journal of Economics, Business and Innovation Research Jurnal Manajemen Maranatha Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Weni Novandari
Universitas Jenderal Soedirman
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Other

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Much To Choose, Too Confused To Decide: Investigating Customer Confusion As A Mediator Of Information Overload And Decision Postponement Cindy Desinta; Weni Novandari; Larisa Pradisti
Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis Vol. 5 No. 2 (2025): Juli : Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jaemb.v5i2.7320

Abstract

This study aims to analyze the impact of information overload on decision postponement, with customer confusion as a mediating variable, in the context of consumer behavior on e-commerce platforms in Indonesia. The study adopts a quantitative approach, conducted through a survey method using Google Forms as the data collection instrument, involving 150 active e-commerce users as respondents. Data analysis was carried out using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. The findings reveal that information overload has a positive and significant effect on both customer confusion and decision postponement. Moreover, customer confusion is found to significantly mediate the relationship between information overload and decision postponement. These results support the Stressor–Strain–Outcome (SSO) theory and indicate that excessive information load can lead to confusion, which in turn causes consumers to delay decision-making. This study contributes to the enrichment of theoretical literature in the field of digital consumer behavior and provides practical implications for e-commerce practitioners in managing the information presented to consumers.
Ulasan dan rating pelanggan online sebagai pendorong utama niat pembelian: Peran mediasi kepercayaan Eliya Azis; Arthur Sitaniapessy; Weni Novandari
Jurnal Manajemen Maranatha Vol 25 No 1 (2025): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v25i1.13336

Abstract

Findings related to the relationship between the effect of online customer reviews and ratings, with trust as a mediating factor toward purchase intent are still different or inconsistent. Meanwhile, digital businesses utilize online customer reviews and ratings as factors in the process of determination decision buying consumer and marketing strategies. The goal of this research is to test the influence of online customer reviews and ratings mediated by trust on purchase intentions in smartphone consumers at the official store Shopee Indonesia. With a quantitive approach, the data involved 209 respondents who had shopped at Shopee. The non-probability sampling method and purposive sampling technique were applied to obtain the sample, with PLS-SEM utilized for data analysis in this study. The exploration found that there had appeared to be no significant direct effect online customer reviews toward purchase intent, in contrast to previous studies on positive and significant direct effects of such relationships. This research discovered that there was an indirect impact of online customer reviews toward purchase intent that was fully mediated by trust, and there was an indirect influence on online customer ratings toward purchase intent that was partially mediated by trust. This research emphasizes that reviews and ratings given by customers online are social influences that shape consumer perception of trustworthiness of products and vendors in online marketplaces, as stated by Social Influence Theory. Therefore, to develop consumer trust, digital commerce businesses are required to continuously observe and respond to customer reviews and ratings. Meanwhile, to maintain quality information, digital commerce platforms have responsibility to provide features that make the process more accessible to customers to offer truthful and relevant feedback, as well as filter out uncredible reviews.
Co-Authors Adela Tri Apriliyani Arthur Sitaniapessy Ary Yunanto Cindy Desinta Diah Setyorini Gunawan Eliya Azis Eman Sulaiman Hasibuan, Reza Rahmadi Icuk Rangga Bawono Jajang Jajang Kholifaturrohmah, Ramita Larisa Pradisti Leni Susanti MD Aolywlah Muhammad Yusuf As-Shiddiqie Rifda Naufalin Saripermanik Budayanti Setyanto, Refius Pradipta Siti Zulaikha Wulandari Sri Maryani Suliyanto . Wisanggeni bagus Anggoro