Peran Perceived Effectiveness of Escrow Services terhadap Satisfaction dan Trust pada E-Commerce di Indonesia

Keywords: e-commerce, escrow, kepuasan, kepercayaan


Keadaan pandemi COVID-19 mendorong masyarakat untuk berbelanja dari rumah dengan menggunakan e-commerce. Faktor kepuasan dan kepercayaan konsumen merupakan dua faktor kunci dalam meningkatkan penetrasi e-commerce. Guna meningkatkan kepercayaan dan kepuasan konsumen, pengelola e-commerce menawarkan jasa escrow dalam memproses pembayaran yang dilakukan pada platform e-commerce. Penelitian yang dilakukan merupakan penelitian kuantitatif non-probability dengan mengumpulkan data melalui kuisioner dan analisis data menggunakan metode moderated regression analysis. Hasil penelitian menunjukkan kepuasan yang dirasakan oleh responden terhadap pembelian sebelumnya dapat mempengaruhi kepercayaan konsumen terhadap penjual. Variabel perceived effectiveness of escrow services mampu memoderasi hubungan antara variabel kepuasan dan kepercayaan.


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How to Cite
Kusumawati, R. D., & Aulawi, H. (2021). Peran Perceived Effectiveness of Escrow Services terhadap Satisfaction dan Trust pada E-Commerce di Indonesia. Jurnal Ekonomi Indonesia, 10(1), 13-24. Retrieved from