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Juwita Juwita, Juwita
Universitas Muslim Indonesia
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Journal : Journal of Consumer Science

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Service Quality and Trust as Predictors of Online Purchasing Decisions Mediated by Perceived Risk Sutisna, Sutisna; Saefullah, Mochamad; Juwita, Juwita
Journal of Consumer Sciences Vol. 8 No. 2 (2023): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.8.2.187-203

Abstract

Online purchasing decision-making is currently faced with a lack of trust from consumers as a result of the inability of marketers to deliver services satisfactorily, which results in the emergence of risk perceptions in purchases. This study aimed to determine how the effect of seller service quality and consumer confidence on perceived risk and how they influence purchasing decisions. Another goal is to determine the role of perceived risk as an intervening variable. The design of this study was a cross-sectional survey of respondents in the city of Serang and its surroundings. The sampling technique used is purposive sampling. The survey used the Google form with a total of 129 respondents. The analysis method uses descriptive and inferential statistics and SMART PLS software is used for data processing. The results showed a significant negative effect of service quality on perceived risk and a significant negative effect of perceived risk on online purchasing decisions. Perceived risk is an intervening variable from consumer confidence to online purchasing decisions. Online purchasing can be enhanced by increasing trust and service and reducing perceived risk.
Co-Authors Abzeni, Abzeni Adnin, Ismi Afriansyah Afriansyah Agustian Agustian Agustin, Feby Veronicha Ahmad, Aktsar Roskiana Akmaluddin Akmaluddin Alvionsya, Fellby M. Alvionsya, Fellby Meidy Amin, Susanti Andri Rusta Andriansyah Andriansyah Andy Saputra Anggara, Deffri Apriansyah, Dolly Aprilisa, Shinta Aprinsyah, Dolly Asli, Kartika Asmadi, Didi Asriani Asriani, Asriani Azhary, Dany Bambang Panca Syahputra Bangun, Budianto Bugis, Hairudin Desi Arisandi Dhian Herdhiansyah Dirgantara, Bayu Donna Boedi Maritasari Elisa Elisa Elisanti, Dera Fungki Elserra Siemin Ciamas Evi Lorita, Evi Fitri Anggraini, Fitri Hafifatunnur, Hafifatunnur Hani, Ummi Hanum, Firlia Herianto , Ahmad Herli, Dadang Heru, Fahlevi Hidayaturrahmi, Hidayaturrahmi Ida Ayu Putu Sri Widnyani Ika Marlia Illahi, Mutiara Wahyu Iman, Dian Zulfatul Indri Hapsari Intansari Nurjannah Irawati Irawati Irawati, Riana Islam, Kireida Rona Jannah, Syarifah Raihannatul Jelita, Adriani Joefrian, Muhammad Soultan Junidar, Junidar Kader, Bando Amin C. Kartiani, Andi Khoiro, Ummul Kokom Komalasari Lampasa, Yunitawati Liana, Fitri Lili Handayani, Lili Lubis, Muhammad Salim Fauzi Ludang, Ellydia Marhamah Marhamah Mariyono Sedyo Winarso, Mariyono Sedyo Marjani Marjani MARJANI MARJANI, MARJANI Marlina Marsehan, Ahmad Martiani , Martiani Martiani Martiani, Martiani Masliani, Masliani Masyitoh, Iim Siti Maulana Maulana, Maulana Maulana, Teuku Medyan Riza Mhd Fajri Miftahuddin Miftahuddin Mochamad Saefullah, Mochamad Mudarris, Badrul Muhammad Qadaruddin Munazzir, Munazzir Museliza, Virna Mutiawani, Viska Nasution, Emmi Rahmiwita Nelly Nelly Nikentry, Nikentry Noprison, Noprison Noviyanti, Indah Nurdin, Zahnur Nurhaeda, Nurhaeda Perdima , Feby Elra Perdima, Feby Elra Pratama, Pratama Pratiwi, Irda Purnomo Purnomo Putra, Sandi Putri Mauliza, Putri Putri, Rusvika Qamariah, Qamariah Rahmadansyah, Arya Rahman, Nur Resti Renaldi, Agus Rendra Resnawati Rifa’i, Moh. Rini Susana Risa, Nursanty Rizka Aulia Rusmina, Cut Sabila, Enggel Dwi Safaringga, Afriyanti Helen Sahputra, Muhammad Dani Saputra, Dandi Saputra, Yobi Rion Sariakin Sariakin Setiawan, Buddy Siregar, Muhammad Rizal Siti Afrianty Daniya Ratulangi, Siti Afrianty Daniya Siti Mayang Sari Sofia, Sofia - Suhanda, Rahmad Suherman, Suherman Sulandjari, Ika sarawati Sulvinajayanti Sulvinajayanti, Sulvinajayanti Sumantri , Ajis Sumantri, Ajis Supriyanto Supriyanto Sutisna Sutisna Suyasa, Tommy Y.S. Syahputra, Roni Syaiful Zuhri Harahap Syamsul Arifin Tatang Abdurrahman, Tatang Tati Suryati Tessa, Maria Theresia Umar, Fadly Wahyudi Wahyudi Wasino Wasino Yamani, Ahmad Zaki Zainuddin, Zainuddin Zainuddin, Zul Ikram Zainuddin, Zulikram