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

Keywords: e-commerce, escrow, kepuasan, kepercayaan

Abstract

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.

References

Akbar, M. S., & Azeemi, N. Z. (2017). Factors affecting consumers’ behavior towards E-Shop in KSA. Strategic Management Quarterly, 5(3 & 4), 9-16. doi: 0.15640/smq.v5n3_4a2.

Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138. doi: https://doi.org/10.1002/mar.10063.

Azam, A., Qiang, P. F., & Abdullah, M. I. (2012). Consumers’ E-commerce acceptance model: Antecedents of trust and satisfaction constructs. In 2012 IEEE Business, Engineering & Industrial Applications Colloquium (BEIAC) (pp. 371-376), Kuala Lumpur, Malaysia. Institute of Electrical and Electronics Engineers (IEEE). doi: https://doi.org/10.1109/BEIAC.2012.6226086.

Byambaa, B., & Chang, K. (2012). The influence of factors of online purchase on customer satisfaction in Mongolian Airlines. International Proceedings of Economics Development and Research, 57, 80-85.

Eid, M. I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78-93.

Elbeltagi, I., & Agag, G. (2016). E-retailing ethics and its impact on customer satisfaction and repurchase intention. Internet Research, 26(1), 288-310. doi: https://doi.org/10.1108/IntR-10-2014-0244.

Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly, 38(2), 407-A9. doi: 10.2307/26634932.

Ghane, S. O. H. E. I. L. A., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran ebanking. Journal of Theoretical and Applied Information Technology, 33(1), 1-6.

Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 (Edisi 9). Badan Penerbit Universitas Diponegoro.

Hartono, J. (2018). Metodologi penelitian bisnis: salah kaprah dan pengalaman-pengalaman. BPFE.

Hong, I. B., & Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469-479. doi: https://doi.org/10.1016/j.ijinfomgt.2011.02.001.

Hu, X., Lin, Z., Whinston, A. B., & Zhang, H. (2004). Hope or hype: On the viability of escrow services as trusted third parties in online auction environments. Information Systems Research, 15(3), 215-310. doi: https://doi.org/10.1287/isre.1040.0027.

iPrice. (2019). Peta e-Commerce Indonesia. https://iprice.co.id/insights/mapofecommerce/.

Jones, K., & Leonard, L. N. (2008). Trust in consumer-to-consumer electronic commerce. Information & Management, 45(2), 88-95. doi: https://doi.org/10.1016/j.im.2007.12.002.

Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. doi: https://doi.org/10.1108/13555851011062269.

Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422. doi: https://doi.org/10.1108/IJBM-04-2014-0048.

Kemp, S. (2020). Digital 2020: Indonesia. Data Reportal. https://datareportal.com/reports/digital-2020-indonesia.

Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009). Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information Systems Research, 20(2), 159-316. doi: https://doi.org/10.1287/isre.1080.0188.

Lee, W. O., & Wong, L. S. (2016). Determinants of mobile commerce customer loyalty in Malaysia. Procedia-Social and Behavioral Sciences, 224, 60-67. doi: https://doi.org/10.1016/j.sbspro.2016.05.400.

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734. doi: https://doi.org/10.5465/amr.1995.9508080335.

Mou, J., Cohen, J., Dou, Y., & Zhang, B. (2017). Predicting buyers’repurchase intentions in cross-border e-commerce: A valence framework perspective. In Proceedings of the 25th European Conference on Information Systems (ECIS) (pp. 2382-2394), Guimar˜aes, Portugal, June 5-10, 2017.

Nah, F. F. H., & Davis, S. (2002). HCI research issues in e-commerce. Journal of Electronic Commerce Research, 3(3), 98-113.

Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing?. Journal of Retailing and Consumer Services, 39, 135-144. doi: https://doi.org/10.1016/j.jretconser.2017.07.010.

Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153-164. doi: https://doi.org/10.1016/j.chb.2017.01.050.

Palvia, P. (2009). The role of trust in e-commerce relational exchange: A unified model. Information & Management, 46(4), 213-220. doi: https://doi.org/10.1016/j.im.2009.02.003.

Pappas, I. O., Pateli, A. G., Giannakos, M. N., & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), 187-204. doi: https://doi.org/10.1108/IJRDM-03-2012-0034.

Pavlou, P. A., & Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37-59. doi: https://doi.org/10.1287/isre.1040.0015.

Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS Quarterly, 31(1), 105-136. doi: https://doi.org/10.2307/25148783.

Rahayu, N. (2019). Pertumbuhan e-commerce pesat di Indonesia. Warta Ekonomi online. https://www.wartaekonomi.co.id/read216302/pertumbuhan-e-commerce-pesat-di-indonesia.

Rice, J. A. (2007). Mathematical statistics and data analysis. Thomson/Brooks/Cole.

Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193-215. doi: https://doi.org/10.1016/0022-4359(93)90003-2.

Sharma, G., & Lijuan, W. (2015). The effects of online service quality of ecommerce Websites on user satisfaction. The Electronic Library, 33(3), 468-485. doi: https://doi.org/10.1108/EL-10-2013-0193.

Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199-219. doi: https://doi.org/10.1016/j.ijinfomgt.2017.12.008.

SWA.co.id. (2016). Jamin transaksi 100% aman, Bukalapak dorong kemajuan UKM. https://swa.co.id/beritabca/bca/jamin-transaksi-100-aman-bukalapak-dorong-kemajuan-ukm.

Tabachnick, B. G., & Fidell, L. S. (2018). Using multivariate statistics (7th Edition). Pearson.

Tempo.co (2017, 1 Desember). E-Commerce dongkrak pertumbuhan industri logistik 30 persen. https://bisnis.tempo.co/read/1038571/e-commerce-dongkrak-pertumbuhan-industri-logistik-30-persen/full&view=ok.

Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-service quality, e-satisfaction and e-loyalty of online shoppers in business to consumer market; Evidence form Malaysia. In IOP Conference Series: Materials Science and Engineering (Vol. 131, No. 1, p. 012012). IOP Publishing.

Xu, H., Liu, D., Wang, H., & Stavrou, A. (2015). E-commerce reputation manipulation: The emergence of reputation-escalation-as-a-service. In Proceedings of the 24th International Conference on World Wide Web (pp. 1296-1306). doi: https://doi.org/10.1145/2736277.2741650.

Published
2021-01-25
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 http://jurnal.isei.or.id/index.php/isei/article/view/67
Section
Articles