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All Journal Dinasti International Journal of Education Management and Social Science IIJSE
Putri Dwi Cahyani
Universitas Sarjanawiyata Tamansiswa, Yogyakarta, Indonesia
Economics, Econometrics & Finance Education

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The Influence of Trust, Privacy, and Quality of Service on the Success of E-CRM through Customer Satisfaction in the Use of ShopeePay Siti Nurjannah; Nonik Kusuma Ningrum; Putri Dwi Cahyani
Dinasti International Journal of Education Management And Social Science Vol. 5 No. 5 (2024): Dinasti International Journal of Education Management and Social Science (June
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v5i5.2956

Abstract

This study examines the impact of Trust, Privacy, and Quality of Service on the success of the E-CRM system in fostering relationships with ShopeePay users, focusing on ShopeePay in Indonesia. ShopeePay are widely used in daily activities, and this research highlights customer satisfaction in their use. The study identifies three key variables Trust, Privacy, and Quality of Service that influence E-CRM success. Using a quantitative approach, 190 respondents were surveyed, and data was analyzed with IBM SPSS Statistics 25. Results show that Privacy and Quality of Service significantly affect customer satisfaction and the effectiveness of the E-CRM system in building relationships with ShopeePay users..
The Effect of Online Reviews and Risk Perception on Trust and Its Impact on Consumer Purchase Decisions on Marketplaces (Shopee, Tokopedia, Lazada, and Blibli) Rifaldi Rifaldi; Henny Welsa; Putri Dwi Cahyani
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.10407

Abstract

The development of the marketplace in Indonesia has change behavior consumer in the process of taking decision purchases. Online reviews are one of the source information main used​ consumer For evaluate quality product, credibility sellers, and platform security before do transactions. Research This aim For analyze the influence of online reviews and perceptions risk to decision purchase consumer with trust as variables mediation in the marketplaces Shopee, Tokopedia, Lazada, and Blibli. Research use approach quantitative with type of explanatory research. Data collection techniques sample using purposive sampling with amount respondents as many as 140 marketplace users in Indonesia who have read or write review product. Data analysis was performed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The research results show that online reviews are influential positive and significant to trust consumers and decisions purchase. Perception risk also has an effect significant to trust and decisions purchases, where the more low perceived risk​ consumer so the more tall level beliefs and tendencies do purchase. Apart from that, trust proven influential positive and significant to decision purchase as well as capable mediate connection between online reviews and perception risk to decision purchase. Findings This confirm that trust become factor key in push decision purchase consumers in the marketplace. Research This give implications practical for marketplace managers for increase quality system reviews, security transactions, as well as protection consumers to build trust and increase decision purchase consumers.
Co-Authors Henny Welsa Nonik Kusuma Ningrum Rifaldi Rifaldi Siti Nurjannah