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Journal : Journal of Consumer Science

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 Abunawas, Abunawas Abzeni, Abzeni Adnin, Ismi Adriani, Tiara Afriansyah Afriansyah Agustian Agustian Agustin, Feby Veronicha Ahmad Marsehan Ahmad, Aktsar Roskiana Ahmad, Mardiana Akbar, Alfath Akmaluddin Akmaluddin Alvionsya, Fellby M. Alvionsya, Fellby Meidy Amin, Susanti Andri Rusta Andriansyah Andriansyah Andy Saputra Anggara, Deffri Annisa, Rifka Apriansyah, Dolly Aprilisa, Shinta Aprinsyah, Dolly Arsyad, Nur Aliya Arwilda, Arwilda Asli, Kartika Asmadi, Didi Asmin, Risna Yunita Asriani Asriani, Asriani Atmojo, Kemala Azhary, Dany Bakkara, Vionna Febiyola Bambang Panca Syahputra Bangun, Budianto Batubara, Rizki Wulanita Bugis, Hairudin Busup, Eni Miton Desi Arisandi Dhian Herdhiansyah Diana Sari Dirgantara, Bayu Donna Boedi Maritasari Elisa Elisa Elisanti, Dera Fungki Elserra Siemin Ciamas Evi Lorita, Evi Fakdawer, Nelince Fitri Anggraini, Fitri Fitriliana Fitriliana Gunawan, Yusuf Hafifatunnur, Hafifatunnur Hamzah, Ricda Nurhikmayanti Hani, Ummi Hanum, Filia Hanum, Firlia Herianto , Ahmad Herli, Dadang Heru, Fahlevi Hidayaturrahmi, Hidayaturrahmi Ida Ayu Putu Sri Widnyani Iim Siti Masyitoh Ijal Fahmi, Ijal Ika Marlia Illahi, Mutiara Wahyu Iman, Dian Zulfatul Indri Hapsari Intansari Nurjannah Irawati Irawati Irawati, Riana Islam, Kireida Rona Ismail Ismail Jannah, Syarifah Raihannatul Jelita, Adriani Joefrian, Muhammad Soultan Juanti, Eka Junidar, Junidar Kader, Bando Amin C. Kartiani, Andi Katili, Tressan Eka Putri S. Ketaren, Abednego Khoiro, Ummul Kokom Komalasari Kusmawati, Ira LA ODE ANHUSADAR Laisa, Nurmayladzi Lampasa, Yunitawati Liana, Fitri Lili Handayani, Lili Lubis, Muhammad Salim Fauzi Ludang, Ellydia Marhamah Marhamah Mariyono Sedyo Winarso, Mariyono Sedyo Marjani Marjani Marlina Martiani , Martiani Martiani Martiani, Martiani Masliani, Masliani Maswati, Maswati Maulana Maulana, Maulana Maulana, Teuku Medyan Riza Mhd Fajri Miftahuddin Miftahuddin Misbahul Huda Mochamad Saefullah, Mochamad Mudarris, Badrul Muhammad Qadaruddin Muliasari, Rini Munazzir, Munazzir Museliza, Virna Mushid, Totok A. Mutiawani, Viska Nasir Nasir Nasution, Emmi Rahmiwita Nelly Nelly Nikentry, Nikentry Noprison, Noprison Noviyanti, Indah Nur Aini Nur, Kurniadi Nurdin, Zahnur Nurhaeda, Nurhaeda Parjan , Parjan Perdima , Feby Elra Perdima, Feby Elra Pratama, Pratama Pratiwi, Irda Purba, Rakhmawati Purnomo Purnomo Putra, Sandi Putri Mauliza, Putri Putri, Rusvika Qamariah, Qamariah R. Khifti Yuliatun Rahma Eka Putri Rahmadansyah, Arya Rahmah Hidayati, Rahmah Rahman, Nur Resti Rahman, Riri Jufita Rahmatia Rahmatia, Rahmatia Renaldi, Agus Rendra Resnawati Rifa’i, Moh. Rini Susana Rini, Aurelia Sekar Risa, Nursanty Riswanti, Riswanti Riyandani, Rika Rizka Aulia Rusmina, Cut Sabila, Enggel Dwi Safaringga, Afriyanti Helen Safita, Nia Sahputra, Muhammad Dani Sapari, Papang Saputra, Dandi Saputra, Yobi Rion Saputri, Elania Zoela Sariakin Sariakin Setiawan, Buddy Siahaan, Rumiris Simbolon, Ristan BP Siregar, Muhammad Rizal Siti Afrianty Daniya Ratulangi, Siti Afrianty Daniya Siti Mayang Sari Sofia, Sofia - Suhanda, Rahmad Suharno Suharno Suherman, Suherman Sukarta, Asma Sulandjari, Ika sarawati Sulvinajayanti Sulvinajayanti, Sulvinajayanti Sumantri , Ajis Sumantri, Ajis Supeni Sufaati Supriyanto Supriyanto SURIYANTO Suriyanto Suriyanto, Suriyanto Sutisna Sutisna Suyasa, Tommy Y.S. Syahputra, Roni Syaiful Zuhri Harahap Syamsul Arifin Tania, Safira Tanjung , Rosye H.R. Tatang Abdurrahman, Tatang Tati Suryati Tessa, Maria Theresia Umar, Fadly Wahyudi Setiawan Wahyudi Wahyudi Wasino Wasino Wulandari, Gita Maulida Yamani, Ahmad Zaki Yanto, Marga Yayan Sopian, Yayan Zainuddin, Zainuddin Zainuddin, Zul Ikram Zainuddin, Zulikram Zairul, Zairul