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"ABSTRAKPertumbuhan pengguna internet menjadi pendorong utama meningkatnya pertumbuhan e-commerce di Indonesia. Dalam menciptakan hubungan yang baik dengan pelanggan, peranan kepercayaan menjadi penting karena sifat jasa yang intangible. Untuk itu, menjadi menarik bahwa perusahaan harus mengetahui seberapa besar tingkat kepercayaan pelanggan mempengaruhi keputusan pembelian. Pada penelitian ini, hal yang menjadi pokok bahasan adalah pengaruh kepercayaan pelanggan dan efek persepsi risiko. Penelitian ini menggunakan alat bantu statistik SPSS 19.0, metode analisis yang digunakan adalah analisis regresi sederhana dan analisis regresi dengan variabel moderating. Hasil penelitian ini menemukan bahwa, kepercayaan pelanggan pada pedagang online berpengaruh signifikan terhadap kepercayaan pelanggan dalam berbelanja online, sedangkan variabel persepsi risiko pelanggan tidak memoderasi hubungan antara kepercayaan pelanggan pada pedagang online dan kepercayaan pelanggan dalam berbelanja online.

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ABSTRACTRapid growth of internet user becomes a main driver for the increasing growth of e-commerce in Indonesia. In order to create a good relations with customers, trust becomes an important role of the intangible nature of service. Therefore, it becomes interesting for the companies to know how much customer level of trust influence the purchase decision. The subject of this study are influence of subscriber trust and consumer perceived risk. This study uses SPSS 19.0 as a statistical tools, and methods of analytical used is a simple regression analysis with moderating variables. This research found that customer trust in online merchants significantly influence the customer trust in online shopping, while the customer perceived risk does not moderate the relationship between trustworthiness in internet merchant and customer trust in online shopping."

"Penelitian ini bertujuan untuk mencari tahu pengaruh mental intangibility dan kesulitan evaluasi (evaluation difficulty) yang dapat mempengaruhi munculnya risiko yang terpersepsikan (perceived risk) oleh konsumen online travel agent serta peran consumer knowledge dalam mengurangi risiko yang terpersepsikan konsumen saat membeli jasa secara online dan peran consumer knowledge dalam mengurangi perceived risk, perusahaan dapat mengetahui strategi apa saja yang tepat digunakan dalam pemasaran. Perceived risk yang terpersepsikan konsumen antara lain seperti perceived finansial risk, perceived social risk, perceived psychological risk, perceived performance risk, perceived physical risk, perceived time risk dan perceived privacy risk.Dalam mengolah data di penelitian ini, digunakan SEM-PLS dengan aplikasi WrapPLS 3.0. Kuesioner penelitian disebar pada 207 responden yang berlokasi di Jabodetabek yang pernah membeli jasa online travel agent. Hasil dari penelitian adalah bahwa mental intangibility dan evaluation difficulty mempengaruhi dimensi perceived risk dan consumer knowledge dan menjadi moderasi untuk mental intangibility dan dimensi perceived risk.

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This study aimed to identify the relationship between mental intangibility and evaluation difficulty which could impact on the consumer of online travel's perceived risk as well as the role of consumer knowledge in reducing such risk. By knowing kinds of perceived risks exist in consumer mind along with the role of their knowledge in reducing those risks, online travel businesses can determine and produce a better marketing strategy. Perceived risks experienced by consumers are for instance: financial, social, psychological, performance, physical, time, and privacy.

SEM-PLS with WrapPLS 3.0 application was used for data processing. Questionnaire was distributed to 207 respondents who had purchased online travel services and were located in Jabodetabek. The result of the study illustrated that mental intangibility together with evaluation difficulty did influence consumer's perceived risk, along with consumer knowledge that could also moderate on mental intangibility and dimensions of perceived risk."

"Saat ini terdapat banyak lembaga bahasa yang menyediakan jasa kursus bahasa, salah satunya adalah Institut Français D'Indonésie (IFI) yang menyediakan kursus bahasa Perancis. Dalam melakukan suatu keputusan pembelian (purchase decision) yang dilakukan konsumen, salah satunya dipengaruhi oleh motivasi. Tujuan dari penelitian ini adalah untuk melihat pengaruh motivasi dan perceived risk sebagai variabel moderasi terhadap penggunaan jasa kursus bahasa Perancis di IFI Jakarta. Terdapat dua dimensi motivasi dalam penelitian ini, yaitu internal dan eksternal stimuli. Selain itu, perceived risk memiliki 6 komponen, yaitu social risk, financial risk, physical risk, performance risk, time risk, dan psychosocial risk. Pada penelitian ini dengan alat bantu statistik SPSS 19.0, metode analisis yang digunakan adalah analisis regresi linier sederhana, regresi linier berganda, hierarchical regression, Moderated Regression Analysis (MRA), serta selisih nilai mutlak. Kemudian diketahui bahwa motivasi berpengaruh terhadap purchase decision, namun jika dilihat menjadi dimensi motivasi internal stimuli serta eksternal stimuli, maka hanya internal stimuli yang berpengaruh terhadap purchase decision. Ditemukan juga bahwa perceived risk tidak memoderasi motivasi dengan penggunaan jasa kursus bahasa Perancis di IFI.

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Nowadays, there are many institutions that provide language courses; one of them is the Institute Français d'Indonesie (IFI) which provides French language courses. The purpose of this study is to find out the effect of motivation and perceived risk as a moderating variable of consumer decision on French course at IFI Jakarta. There are two dimensions of motivation in this study; there are internal and external stimuli. Perceived risk has 6 components: social risk, financial risk, physical risk, performance risk, time risk and psychosocial risk.

In this study using SPSS 19.0 as a statistical tool, the method of analysis used is simple linear regression analysis, multiple linear regression, hierarchical regression, Moderated Regression Analysis (MRA), and the difference in absolute value. It indicates that motivation has positive effect on purchase decision, but if we observed the motivation into two dimensions, internal and external stimuli, only internal stimuli affect the purchase decision. It was also found that perceived risk did not moderate the motivation to use services at the IFI French course."

"Investigasi online purchase intentions di e-commerce Indonesia dengan fokus pada pengaruh trust, perceived risk, and perceived usefulness of online reviews adalah tujuan dari penelitian ini. Temuan tersebut berasal dari survey online yang ditanggapi oleh 203 partisipan pengguna e-commerce di Indonesia. Menurut hasil dari Partial Least Squares - Structural Equation Modeling (PLS-SEM) menggunakan SmartPLS, perceived usefulness of online reviews mempengaruhi trust dan online purchase intention. Selain itu, perceived risk dan online purchase intentions tidak terpengaruh oleh trust. Lalu, perceived risk mempengaruhi online purchase intention. Menurut temuan tersebut, perusahaan e-commerce Indonesia harus bekerja untuk mendorong pelanggan memposting ulasan positif secara online untuk meningkatkan kepercayaan dan memperkuat pembelian online.

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Investigating online purchase intentions in Indonesian e-commerce with a focus on the influence of trust, perceived risk, and perceived usefulness of online reviews is the goal of this study. The findings came from an online survey that had 203 respondents of Indonesian e-commerces users. According to results from partial least squares structural equation modeling (PLS-SEM) using SmartPLS, the perceived value of online reviews affects trust and online purchase intention. Furthermore, perceived risk and purchase intention are unaffected by trust. Additionally, perceived risk affects plans to make purchases online. According to the findings, Indonesian e-commerce companies should work to encourage customers to post positive reviews online in order to increase trust and strengthen online purchases."

"Kegiatan belanja online lebih berisiko dibandingkan belanja tradisional. Akibatnya, konsumen mempersepsi risiko lebih tinggi pada saat belanja online. Kepercayaan adalah penentu tindakan dalam situasi di mana konsumen mempersepsi risiko dalam belanja online. Perceived risk merupakan ketidakyakinan konsumen tentang kerugian atau keuntungan dalam transaksi tertentu (Naiyi, 2004). Perceived risk terbagi menjadi tujuh faktor, yaitu financial risk, delivery risk, fraud risk, process and time loss risk, product risk, privacy risk, dan information risk. Sedangkan trust didefinisikan sebagai kesediaan menjadi rentan terhadap orang atau tindakan orang lain (Gefen, 2002). Trust terdiri dari tiga dimensi, yaitu integrity, benevolence, dan ability. Alat ukur yang digunakan dalam penelitian ini adalah Perceived Risk in Online Shopping atau PR-OS (Naiyi, 2004) yang diadaptasi dan Specific Online Consumer Trust atau SOCT (Gefen, 2002) yang diadaptasi. Responden 453 mahasiswa diperoleh secara accidental sampling. Hasil penelitian ini menunjukkan bahwa terdapat hubungan negatif yang signifikan antara perceived risk dan trust pada konsumen belanja online (r = -0.408, p = 0.000). Hasil tersebut dapat diartikan bahwa semakin tinggi persepsi risiko konsumen maka semakin rendah kepercayaan konsumen terhadap kegiatan belanja online. Dengan demikian, toko online dapat meningkatkan kepercayaan konsumen dengan cara memberikan layanan yang terbaik dengan menampilkan testimonial dari konsumen yang berhasil melakukan kegiatan belanja online sebelumnya.

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Online shopping is riskier than traditional shopping. As a result, consumers perceive higher risk in online shopping. Trust is a determinant of action in situations where there is a perceived risk of negative outcomes. Perceived risk represents consumers uncertainty about loss or gain in a particular transaction (Naiyi, 2004). While Trust is a willingness to be vulnerable to the actions of another person or people (Gefen, 2002). Perceived risk consists of seven factors, such as financial risk, delivery risk, fraud risk, process and time loss risk, product risk, privacy risk, dan information risk. Trust consists of three dimensions, namely integrity, benevolence and ability. Instruments that used in this study are Perceived Risk in Online Shopping atau PR-OS (Naiyi, 2004) that has been modified and Specific Online Consumer Trust atau SOCT (Gefen, 2002) that has been modified as well. The 453 college students as respondents were chosen by an accidental sampling technique. The result of this study shows that there is a significant negative relationship between perceived risk and trust among online shopping consumer (r = -0.408, p = 0.000). This result can be intepreted as the higher consumers perceived risk, the lower consumers’ trust in online shopping. Thus, one of the efforts that online shops can do to increase consumers trust is by providing the best service and displaying testimonials from consumers who managed to do a success online shopping."

"ABSTRAKPenelitian ini meneliti pengaruh purchase involvement terhadap perceived risk, pengaruh dari perceived risk terhadap trust, pengaruh purchase involvement terhadap trust serta pengaruh trust terhadap online repurchase intention konsumen pada online merchant/online shop. Responden penelitian ini merupakan konsumen yang pernah melakukan pembelian barang yang bersifat low/high involvement secara online pada online merchant. Responden penelitian ini berdomisili di wilayah Jakarta dan sekitarnya antara lain ; Bogor, Bekasi , Tangerang, Depok. Metode yang digunakan untuk pengolahan data dalam penelitian ini adalah Multiple Regression. Hasil penelitian membuktikan secara signifikan bahwa Low high purchase involvement pada online merchant memiliki pengaruh positif terhadap perceived risk, hanya high purchase involvement dan perceived risk yang berpengaruh terhadap trust, dan trust memiliki pengaruh positif terhadap online repurchase intention.Keywords : Purchase involvement, perceived risk, trust, online repurchase intention,online merchant,Online shop

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ABSTRACTAbstractThe purpose of this research is to analyse the effect of Purchase Involvement on Perceived Risk, the effect of perceived risk on trust, the effect of purchase involvement on trust, and the effect of trist on online repurchase intention. Respondents on this study are consumers who ever buy low high involvement product through online merchant online shop. Resident is resided in Jakarta and the nearest other city as Depok, Tangerang, Bogor, Bekasi. This study uses multiple regression to process the data. The results of this research show that Low high purchase involvement in online merchant has positive effect on perceived risk, only high purchase involvement and perceived risk that has positive effect on trust, and trust has positive effect on online repurchase intention. "

"Revolusi teknologi informasi telah memicu terbentuknya pola pergaulan yang baru serta globalisasi kegiatan ekonomi secara strategis. E-commerce mulai berkembang dalam beberapa tahun terakhir ini. Hal baru saat ini yang menjadi masalah penting yaitu kepercayaan daring, berdasarkan dari besarnya publisitas kebocoran informasi, pembajakan akun, dan pelanggaran privasi. Penelitian ini bertujuan untuk mengetahui faktor apa yang memengaruhi kepercayaan daring pengguna C2C e-commerce di Indonesia terhadap merchants dan platform providers terhadap niat dalam melakukan belanja daring. Dengan menggunakan metode olah data kuantitatif, kuesioner akan dibagikan secara daring kepada responden yang merupakan pengguna C2C e-commerce di Indonesia. Kuesioner kemudian dianalisis dengan menggunakan pendekatan PLS-SEM. Penelitian ini menghasilkan kepercayaan pada merchants dipengaruhi oleh dari kualitas informasi, kualitas pelayanan dan reputasi dari merchants tersebut, sedangkan kepercayaan pada platform providers dipengaruhi oleh kualitas informasi, kualitas sistem, sertifikasi pihak ketiga dan reputasi dari platform providers tersebut. Dalam penelitian ini, kepercayaan konsumen dalam C2C e-commerce ditemukan hanya dipengaruhi oleh kepercayaan pada platform providers. Pada akhirnya, dengan mendapatkan dan meningkatkan kepercayaan konsumen maka akan sejalan dengan mengingkat niat konsumen dalam melakukan pembelian.

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The information technology revolution has triggered the formation of new social patterns and the globalization of strategic economic activities. E-commerce has started to develop in recent years. The new thing that is currently an important issue is online trust, based on the amount of publicity of information leakage, account hijacking, and violation of privacy.

This study aims to find out what factors influence the online trust of C2C e-commerce users in Indonesia to merchants and platforms providers in their intention to shop online. By using quantitative data processing methods, the questionnaire will be distributed online to respondents who are C2C e-commerce users in Indonesia. The questionnaire was then analyzed using the PLS-SEM approach.

This research generated trust in merchants influenced by the quality of information, service quality and reputation of these merchants, while trust in platform providers was influenced by the quality of information, system quality, third party certification and reputation of the platform providers.

In this study, consumer trust in C2C e-commerce was found to be only influenced by trust in platform providers. In the end, getting and increasing consumer trust will be in line with increasing consumer intentions in making purchases."

"Penelitian ini dilakukan untuk meneliti pengaruh kepuasan, kepercayaan, dan keterlibatan pelanggan pada online review intention. Responden penelitian ini adalah para pengguna internet yang dalam enam bulan terakhir pernah melakukan pembelian lebih dari sekali di salah satu aplikasi belanja online Tokopedia/ Bukalapak/ Shopee/ Lazada (n=312). Untuk menganalisis data penelitian ini menggunakan Structural Equation Modelling (SEM). Hasil penelitian ini menunjukkan bahwa kepuasan, kepercayaan, dan keterlibatan pelanggan memiliki pengaruh langsung yang positif pada online review intention. Variabel keterlibatan pelanggan memediasi sebagian pengaruh kepuasan dan kepercayaan pada online review intention. Selain itu, hasil penelitian ini juga menunjukkan bahwa semakin tinggi tingkat kepercayaan pelanggan, akan semakin tinggi pula pengaruh keterlibatan pelanggan pada online review intention. Yang menarik dari hasil penelitian ini adalah semakin tinggi tingkat kepuasan pelanggan maka pengaruh keterlibatan pelanggan pada online review intention justru akan semakin rendah.

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This research was conducted to examine the influence of satisfaction, trust, and customer engagement on online review intention. Respondents of this study were internet users who had made purchases more than once in the last six months on one of the Tokopedia/ Bukalapak/ Shopee/ Lazada mobile shopping applications (n = 312). To analyze the data, this study using Structural Equation Modeling (SEM). The results of this study indicate that satisfaction, trust, and customer engagement have a positive direct influence on online review intention. Customer engagement partly mediates the influence of satisfaction and trust on online review intention. In addition, the result of this study also shows that the higher the level of customer trust, the higher the influence of customer engagement on online review intentions. What is interesting from the result of this study is that the higher the level of customer satisfaction, the influence of customer engagement on online review intention will be even lower."

"Penggunaan situs e-commerce meningkat pesat turut meningkatkan penggunaan jasa ekspedisi sebagai penghantar mobilitas barang dari tangan penjual ke tangan pembeli. Mengingat akan peran penting yang dimiliki oleh jasa ekspedisi, semakin banyak bisnis jasa ekspedisi yang bermunculan dan saling bersaing untuk mempertahankan eksistensinya. Untuk menyempurnakan penelitian sebelumnya, penelitian ini menyajikan pembahasan mengenai pengaruh dari variabel service quality, perceived value, trust dan price yang diberikan oleh jasa ekspedisi terhadap timbulnya customer satisfaction dan customer loyalty. Penelitian ini menganalisis data primer dari 217 responden yang didapat melalui penyebaran kuesioner secara online dan mengamati mengenai pengaruh dari setiap variabel menggunakan metode analisis PLS-SEM. Ditemukan bahwa service quality, perceived value, trust, dan price berpengaruh secara positif terhadap customer satisfaction dan customer loyalty. Kemudian, trust mampu memediasi service quality dan perceived value terhadap customer satisfaction secara positif.

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The use of e-commerce sites has increased rapidly. This also increases the use of expedition services as a carrier for the mobility of goods from the hands of the seller to the hands of the buyer. Considering the important role that shipping services have, more and more shipping service businesses are emerging and competing to maintain their existence. To improve previous research, this study presents a discussion of the effect of the service quality, perceived value, trust, and price variables provided by the expedition service on the emergence of customer satisfaction and customer loyalty. This study analyzed primary data from 217 respondents obtained through the distribution of online questionnaires and observed the effect of each variable using the PLS-SEM analysis method. It was found that service quality, perceived value, trust, and price had a significant effect on customer satisfaction and customer loyalty. Then, trust is able to mediate service quality and perceived value towards customer satisfaction positively."

"ABSTRAKTujuan dari penulisan ini adalah untuk menganalisa bagaimana inovasi konsumen dapat digunakan sebagai variabel mempengaruhi adopsi online banking baik secara langsung dan mengurangi persepsi risiko konsumen. Hasil penelitian menunjukkan inovasi konsumen berpengaruh signifikan terhadap penggunaan online banking. Beberapa dimensi variabel persepsi risiko yaitu keamanan, privasi, kinerja, waktu dan sosial ikut membetuk persepsi risiko. Persepsi risiko konsumen memiliki pengaruh negatif terhadap penggunaan online banking. Penelitian terdahulu menunjukkan adanya pengaruh negatif inovasi konsumen terhadap persepsi risiko konsumen. Namun hasil penelitian ini memiliki perbedaan dimana inovasi konsumen tidak berpengaruh signifikan terhadap persepsi risiko.

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ABSTRACTThe purpose of this paper is to analyze how the consumer innovativeness can be used as a variable influencing online banking adoption both directly and reduce perceived risk. The results showed a significant effect on consumer innovativeness to online banking adoption. Some dimensions of perceived risk variables security, privacy, performance, time loss and social involved perceived risk. Perceived risk has a negative effect to online banking adoption. Past research has shown the negative influence of consumer innovativeness to consumer risk perception. However, the results of this study have different consumer innovativeness no significant effect to perceived risk."