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"Tersedianya e-commerce sebagai sarana belanja secara online untuk konsumen dapat memudahkan belanja produk dengan melihat ulasan produk tersebut dan juga respon penjual terhadap ulasan tersebut. Tujuan penelitian ini adalah untuk melihat peran negative reviews dan managerial responses atau respon penjual terhadap purchase intention. Disamping itu, juga akan dilihat korelasi antara tipe negative review dengan purchase intention. Penelitian ini merupakan penelitian eksperimental yang menggunakan data dari 260 partisipan yang memiliki rentang umur 17-64 tahun. Stimulus yang digunakan merupakan script menyerupai tampilan halaman produk di e- commerce beserta dengan enam ulasan negatif dan juga respon penjualnya. Alat ukur purchase intention diadaptasi dari alat ukur Lafferty dan Goldsmith. (1999), dan alat ukur negative review impression diadaptasi dari Purnawirawan et al. (2012) serta alat ukur negative review diagnosticity diadaptasi dari Huang et al. (2013); Jiang dan Benbasat (2004). Hasil one way ANOVA menunjukkan bahwa terdapat perbedaan mean dari purchase intention pada variasi response rate dan response relevance dengan mean tertinggi pada kelompok negative review dengan varian high response rate dan high response relevance. Disamping itu hasil penelitian menunjukkan bahwa terdapat hubungan yang signifikan antara negative reviews pada suatu produk dan purchase intention calon konsumen di e-commerce dengan korelasi yang lebih besar pada negative review impression. Dapat disimpulkan bahwa pihak penjual dapat mempertimbangkan untuk memilih pendekatan managerial responses dengan tingkat respon dan relevansi yang tinggi. Hasil penelitian ini mengimplikasikan bahwa pemilihan strategi interaksi penjual dengan konsumen dapat memengaruhi tingkat penjualan di masa depan. Berdasarkan hasil penelitian, negative reviews dan managerial responses memiliki pengaruh terhadap purchase intention.

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The availability of e-commerce as a means of online shopping for consumers can facilitate buying products by looking at product reviews and also the seller's response to these reviews. The purpose of this study was to see the role of negative reviews and managerial responses or seller responses to these negative reviews that could affect the purchase intention of potential consumers. Besides that, it will also look at the correlation between the type of negative review and purchase intention. This study is an experimental study using data from 260 participants who have an age range of 17-64 years. The stimulus in this experiment is a script that resembles the appearance of a product page in e-commerce along with six negative reviews and also the seller's response. The purchase intention measurement tool was adapted from the Lafferty and Goldsmith measuring instrument. (1999), and the negative review impression measurement tool was adapted from Purnawirawan et al. (2012) as well as a negative review diagnosticity measurement tool adapted from Huang et al. (2013); Jiang and Benbasat (2004). The results of one-way ANOVA show that there is a difference in the mean of purchase intention in the variation of response rate and response relevance with the highest mean in the negative review group with variants of high response rate and high response relevance. Besides, the results of the study show that there is a significant relationship between negative reviews on a product and the purchase intention of prospective consumers in e-commerce with a greater correlation on negative review impressions. The results of this study imply that the selection of a seller-consumer interaction strategy can affect the level of sales in the future. It can be concluded that the seller can consider choosing a managerial responses approach with a high response rate and relevance. The results of this study imply that the selection of a seller's interaction strategy with consumers can affect the level of sales in the future. Based on the research results, negative reviews and managerial responses have an influence on purchase intention."

"Dalam berbelanja daring, ulasan dan penilaian pembeli terhadap barang atau jasa dapat menentukan sikap dan niat membeli dari calon pembeli yang membaca ulasan tersebut. Penelitian ini bertujuan untuk melihat pengaruh ulasan negatif dan respon manajerial terhadap sikap konsumen pada penjual di platform e-commerce. Studi eksperimental dilakukan terhadap partisipan dalam rentang usia 17-64 tahun, dimana partisipan dibagi ke dalam 4 kelompok yang diberikan stimulus ulasan negatif dan diikuti oleh kondisi respon manajerial yang berbeda. Digunakan alat ukur Attitude Toward the Reviewed Seller untuk mengukur sikap konsumen terhadap penjual, juga alat ukur Review Impression dan Perceived Diagnosticity of Negative Revie untuk mengukur impresi dan kesan yang didapatkan dari ulasan negatif. Hasil one-way analysis of variance menunjukkan bahwa terdapat perbedaan mean yang signifikan dari 4 kelompok eksperimen, dengan nilai mean tertinggi pada kelompok yang diberikan kondisi response rate dan response relevance yang tinggi. Kemudian, analisis Pearson Correlation menunjukkan bahwa terdapat korelasi yang signifikan antara Attitude Towards the Reviewed Seller dengan Review Impression dan dengan Perceived Diagnosticity of Negative Review. Oleh karena itu, respon penjual yang relevan dan dengan frekuensi yang banyak dalam menanggapi ulasan negatif di platform belanja e-commerce diperlukan sebagai upaya mengurangi efek buruk dari ulasan negatif, sehingga pada akhirnya dapat meningkatkan reputasi dan penjualan toko.

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.In online shopping, reviews and ratings of goods can determine the attitudes and buying intentions of potential buyers who read the reviews. This study was aiming to see the effect of negative reviews and managerial response on consumer attitude towards sellers in e-commerce platforms. An experimental study was conducted on participants in the age range of 17 - 64 years old, where participants were divided into 4 groups that were given a negative review as stimulus, followed by different managerial response conditions. Consumer attitude towards seller was assessed using the Attitude Towards The Reviewed Seller measurement tool, while the impression and diagnosticity of negative reviews were assessed using the Review Impression and the Perceived Diagnosticity of Negative Review measurement tool. The results of one-way analysis of variance showed that there were significant differences in the mean of the 4 experimental groups, with the highest mean value in the group with the high managerial response rate and high managerial response relevance conditions. Meanwhile, the Pearson Correlation analysis showed that there was a significant correlation between consumer attitudes towards the seller and review impression and with the perceived diagnosticity of negative review. Therefore, relevant and frequent responses to negative reviews on e-commerce shopping platforms are needed as an attempt to reduce the adverse effects of negative reviews, and eventually to improve the store’s reputation and sales."

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Dalam sebuah industri dimana persamaan terjadi dalam proses bisnis mendasar, kurangnya diferensiasi antara satu perusahaan dan perusahaan lainnya merupakan salah satu masalah yang harus dipecahkan. Dengan demikian, sebuah alat promosi dibutuhkan untuk membedakan dan memberikan keunggulan kompetitif bagi satu perusahaan atas perusahaan lainnya. Salah satu cara yang digunakan oleh perusahaan diwujudkan dalam bentuk iklan, khususnya menghabiskan miliaran rupiah dalam penggunaan selebriti untuk mendukung merek mereka yang didasari oleh fakta yang mengatakan bahwa sumber informasi yang efektif sangat penting untuk mencapai pesan komunikasi yang persuasif. Tujuan dari penelitian ini adalah untuk menguji hubungan kausal antara endorser credibility, brand attitude, brand credibility, dan purchase intention terhadap perusahaan e-commerce platform yang menggunakan celebrity endorsement sebagai strategi promosi mereka. Dalam melakukan hal tersebut, penulis menggunakan model penelitian yang didasari oleh teori source credibility dan teori product differentiation guna mengeksplorasi hubungan yang telah disebutkan sebelumnya. Penelitian ini diuji kepada 520 responden dari survei yang dilakukan di Indonesia dan data dianalisis menggunakan Structural Equation Modeling, dimana endorser credibility diuji sebagai second-order construct dari model yang diajukan. Hasil penemuan dari penelitian ini menunjukkan bahwa preferensi konsumen pada endorser credibility secara positif mempengaruhi brand attitude and brand credibility, dimana variabel brand credibility memiliki dampak positif pada purchase intention.

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In an industry where similarity in the basic business process leads to a lack of differentiation, a tool of promotion is needed to distinguish and provide a competitive edge for one firm over the other. One tool used by firms is manifested in the form of advertisement, spending billions of rupiah in signing sought after celebrities to endorse their brands due to the fact that an effective source is crucial in attaining a persuasive communication message. The purpose of this study is to examine the causal relationship between endorser credibility, brand attitude, brand credibility and purchase intention of electronic commerce platforms that adopt a strategy of employing celebrities in endorsing their brand. In doing so, a research model based on source credibility theory and product differentiation theory was used in exploring the aforementioned relationship. The research was tested using 520 responses from a survey conducted in Indonesia and the data was analyzed using Structural Equation Modeling, with endorser credibility being tested as a second-order construct of the proposed model. The findings of this research indicated that consumers preference endorser credibility positively influences both brand attitude and brand credibility, with only the latter having a positive impact on purchase intention.

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"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."

"Aplikasi traveling efektif digunakan untuk mencari informasi dan membeli produk wisata. Online review adalah sumber informasi paling berpengaruh dalam industri pariwisata. Studi ini menganalisis pengaruh faktor eWOM: informational determinants (perceived eWOM usefulness dan perceived eWOM credibility of online reviews), personal determinants (using experience of eWOM dan product involvement), serta effects of negative reviews (perceived diagnosticity of negative reviews dan negative review impression) terhadap purchase intention dalam aplikasi traveling dengan beberapa variabel mediasi (attitude terhadap online review, attitude terhadap produk, attitude terhadap brand, dan eWOM adoption). Penelitian ini menggunakan Information Adoption Model. Terdapat 356 respon yang dikumpulkan melalui survei online dengan purposive sampling. Structural Equation Modeling digunakan untuk menganalisis 17 hipotesis. Hasil penelitian menunjukkan bahwa hanya perceived credibility of online review tidak memiliki dampak tidak langsung terhadap purchase intention. Penelitian ini menunjukkan pentingnya peran attitude konsumen dan adopsi eWOM sebagai variabel mediasi dalam meningkatkan purchase intention. Penelitian ini memberikan kontribusi kepada industri, khususnya pengelola aplikasi traveling untuk mengatur strategi eWOM dan penyedia produk perjalanan dalam mengelola aktivitas mereknya.

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Traveling applications are effective tools for searching information and purchasing tourism products. Online reviews are the most influential information source in the tourism industry. This study determines the effect of eWOM factors: informational determinants (perceived eWOM usefulness and eWOM perceived credibility of online reviews); personal determinants (using experience of eWOM and product involvement); and the effects of negative reviews (perceived diagnosticity of negative reviews and negative review impression) on purchase intention in traveling applications through some mediating variables (attitude toward online review, attitude toward product, attitude toward brand, and eWOM adoption). This study uses Information Adoption Model and integrates consumer attitude. There were 356 respondents collected through online survey and purposive sampling. Further, Structural Equation Modeling was employed to analyze 17 hypotheses. The results showed that only perceived credibility of online review has no indirect impact on purchase intention. It exhibits the importance role of consumers’ attitude and eWOM adoption as mediating variables in promoting purchase intention. This study contributes to industry, especially traveling application managers to arrange their eWOM strategies and travel product providers in managing their brand activities."

"Adanya pandemi COVID-19 dan peraturan yang ditetapkan oleh pemerintah mengharuskan konsumen untuk melakukan kegiatan secara online khususnya berbelanja sehingga terjadi peningkatan penggunaan e-commerce dalam melakukan aktivitas berbelanja. Penelitian ini bertujuan untuk mengetahui peran negative review (NR) dan managerial response (MR) terhadap customer attitude toward product (CATP) pada e-commerce. Penelitian ini merupakan penelitian eksperimental, korelasional, dan uji moderasi dengan 260 partisipan penelitian yang memiliki rentang usia 17 s.d. 64 tahun. Dalam penelitian ini, terdapat 4 kelompok eksperimen yang dihadapkan pada NR serta 4 kombinasi MR. Disamping itu juga akan dilihat korelasi antara dua tipe NR dengan CATP. Efek moderasi dari MR juga akan dilihat dalam hubungan antara NR dan CATP. Hasil menunjukkan bahwa kelompok yang menerima low response rate dan high response relevance menunjukkan nilai CATP yang tertinggi. Ditemukan juga korelasi NR impression yang lebih tinggi daripada NR diagnosticity dengan CATP. Namun, tidak ditemukan adanya efek moderasi MR dalam hubungan antara NR dan CATP. Dengan demikian hasil penelitian ini dapat membantu para penjual di platform e-commerce dalam merancang tindakan yang tepat ketika menghadapi negative review.

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The existence of the COVID-19 pandemic and regulations set by the government require consumers to carry out online activities, especially shopping, so that there is an increase in the use of e-commerce in shopping activities. This study aims to determine the role of negative review (NR) and managerial response (MR) on customer attitude toward product (CATP) in e-commerce. This research is an experimental, correlational, and moderation study with 260 research participants who have an age range of 17 to 64 years. In this study, there were 4 experimental groups exposed to NR and 4 combinations of MR. In addition, the correlation between the two types of NR and CATP will also be seen. The moderating effect of MR will also be seen in the relationship between NR and CATP. The results show that the group that received the low response rate and high response relevance showed the highest CATP value. It was also found that NR impression correlation was higher than NR diagnosticity with CATP. However, no moderating effect of MR was found in the relationship between NR and CATP. Thus the results of this study can help sellers on e-commerce platforms in designing appropriate actions when facing negative reviews."

"Tesis ini membahas pengaruh aspek-aspek iklan display dan pencarian kata kunci pada e-commerce Shopee Indonesia dan Tokopedia terhadap intention to purchase (niat pembelian konsumen). Penelitian menggunakan pendekatan kuantitatif dengan konsep-konsep Theory of Reasoned Action (TRA) dan Theory of Planned Behavior (TPB). Dari 595 responden penelitian yang diuji dengan analisis jalur menyiratkan adanya pengaruh perceived informativeness, perceived entertainment, dan perceived credibility terhadap perceived ad value. Perceived ad value, perceived entertainment, perceived credibility, dan perceived interactivity secara bersama-sama berpengaruh positif terhadap attitude towards ads. Di sisi lain, attitude towards ads, perceived ease of use, dan subjective norms memiliki pengaruh positif terhadap intention to purchase.

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This thesis examines the impact of display and search advertising aspects on the e-commerce platforms of Shopee Indonesia and Tokopedia on consumers' intention to purchase. The research employs a quantitative approach based on the concepts of the Theory of Reasoned Action (TRA) and Theory of Planned Behavior (TPB). Among the 595 research respondents analyzed through path analysis, the results suggest that perceived informativeness, perceived entertainment, and perceived credibility influence perceived ad value. Collectively, perceived ad value, perceived entertainment, perceived credibility, and perceived interactivity positively impact the attitude towards ads. Conversely, attitude towards ads, perceived ease of use, and subjective norms positively influence the intention to purchase."

"Pergeseran perilaku berbelanja secara konvensional menjadi online dengan pemanfaatan e-commerce terus berkembang terutama pada emerging adulthood. E-commerce pun berlomba memberikan promosi dan harga yang kompetitif untuk terus mengembangkan pangsa pasar. Penelitian ini bertujuan mengetahui pengaruh bentuk promosi dan harga terhadap intensi membeli. Penelitian eksperimental dilakukan pada 115 partisipan berusia 18-25 tahun. Partisipan mendapatkan skenario berbelanja online dengan bentuk promosi (diskon dan gratis ongkos kirim) sebagai variabel within-subjects serta harga (murah dan mahal) sebagai variabel between-subjects. Berdasarkan uji Mixed ANOVA, terdapat pengaruh yang signifikan antara harga terhadap intensi membeli (p < ,01). Namun, tidak terdapat hasil yang signifikan antara bentuk promosi terhadap intensi membeli (p = 0,10). Terakhir, tidak ada interaksi antara bentuk promosi dan harga terhadap intensi membeli (p = 0,24).

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Buying behavior are shifting from conventional method to use of e-commerce especially in emerging adulthood age range. Therefore, e-commerce is competing in providing promotion and price with the best deal to expand their market. This study aims to examine the effect of promotion type and price toward purchase intention. Experimental study was conducted on participants aged 18-25 years old. Participants assigned to purchase scenario with promotion type (discount and free shipping) as within-subjects variable and price (cheap and expensive) as between-subjects variable. Mixed ANOVA result reveal significant effect of price toward purchase intention (p < .01). Meanwhile, there is no significant effect of promotion type toward purchase intention (p = 0.10). Moreover, there is no interaction between the variables toward purchase intention (p = 0.24)."

"Penelitian ini bertujuan untuk menganalisis pengaruh penggunaan game atau gamifikasi di e-commerce terhadap purchase intention melalui sudut pandang Gen Z dan Milenial di Indonesia. Penelitian ini menggunakan pendekatan metode kuantitatif berupa single cross-sectional survey melalui kuesioner daring untuk menguji 11 hipotesis. Dengan menggunakan teknik judgment sampling. Peneliti mengumpulkan 303 responden yang memenuhi kriteria berupa masyarakat berdomisili di Indonesia yang tergolong dalam generasi milenial atau generasi Z, dan pernah menggunakan gamifikasi di e-commerce. Data yang telah dikumpulkan diolah dengan metode Structural Equation Modeling (SEM) menggunakan software SmartPLS. Hasil pengolahan data menunjukkan bahwa 11 hipotesis yang disusun telah terbukti secara signifikan, yaitu brand familiarity, hedonic value, utilitarian value, social value, dan less time/effort memiliki efek positif terhadap game use intention dan pada akhirnya mempengaruhi purchase intention melalui mediasi. Penemuan dari penelitian memberikan wawasan bagi manajemen perusahaan e-commerce di Indonesia untuk mengembangkan strategi pemasaran yang lebih efektif dengan memanfaatkan faktor brand familiarity, hedonic value, utilitarian value, social value, dan less time/effort dalam gamifikasi untuk meningkatkan purchase intention konsumen.

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This study aims to analyze the influence of game usage or gamification in e-commerce on purchase intention from the perspective of Gen Z and Millennials in Indonesia. The study uses a quantitative method approach in the form of a single cross-sectional survey using an online questionnaire to test 11 hypotheses. Using judgment sampling, researchers collected 303 respondents who met the criteria of being Indonesian citizens who belong to the millennial or Gen Z generation and have used gamification in e-commerce. The collected data was processed using the Structural Equation Modeling (SEM) method using SmartPLS software. The results of the data processing show that the 11 hypotheses that have been formulated have been proven to be significant, namely brand familiarity, hedonic value, utilitarian value, social value, and less time/effort have a positive effect on game use intention and ultimately influence purchase intention through mediation. The findings of this study provide insights for e-commerce company management in Indonesia to develop more effective marketing strategies by utilizing the factors of brand familiarity, hedonic value, utilitarian value, social value, and less time/effort in gamification to increase consumer purchase intention."

"Lingkungan media sosial yang mampu menyajikan berbagai informasi akan menjadi suatu hal yang memudahkan individu dalam menemukan hal yang mereka inginkan. Salah satunya dalam mengetahui informasi akan suatu produk. TikTok menyajikan berbagai jenis konten informatif yang berisi ulasan dari berbagai sudut pandang berdasarkan pengalaman yang dimiliki reviewer. Hal ini membantu konsumen dalam mengadopsi informasi yang didukung oleh kenyamanan, popularitas, kepercayaan, penghinaan melalui ulasan yang dibagikan. Ulasan konsumen pada platform TikTok menawarkan informasi yang beragam dengan jumlah informasi yang dapat membantu konsumen dalam mengevaluasi produk sebelum membeli. Penelitian ini menggunakan dual process theory dalam mengetahui persepsi konsumen dengan mediasi bantuan informasi (information helpfulness). Berdasarkan penelitian, ditemukan bahwa homofili sumber dan popularitas sumber mempengaruhi kemanfaatan informasi. Source Homophily memberikan pengaruh yang signifikan terhadap niat beli, pengaruhnya terhadap niat beli secara tidak langsung dimediasi oleh bantuan informasi. Pengambilan data dilakukan dengan metode purposive sampling menggunakan survei online kepada pengguna TikTok dengan umur 17-34 tahun. dikumpulkan sebanyak 200 responden yang kemudian diolah dan dianalisis menggunakan Partial Least Square-Structural Equation Method (PLS-SEM). Penelitian ini dapat membantu manajer merumuskan strategi perusahaan pemasaran yang menargetkan pengguna TikTok khususnya pada industri kecantikan.

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A social media environment that is able to present a variety of information will be something that makes it easier for individuals to find what they want. One of them in knowing the information about a product. TikTok presents various types of informative content that contains reviews from various points of view based on the reviewer's experience. This helps consumers adopt information that is supported by convenience, popularity, trust,  designed through shared reviews. Consumer reviews on the TikTok platform offer information that varies with the amount of information that can help consumers evaluate products before buying. This study uses dual process theory in knowing consumer perceptions by mediating information usefulness. Based on the research, it was found that Source Homophily and Source popularity affect the usefulness of information. Source Homophily also has a significant effect on purchase intention, its influence on purchase intention is indirectly mediated by information assistance. Data collection was carried out using a purposive sampling method using an online survey of TikTok users aged 17-34 years. 200 respondents were collected which were then processed and analyzed using the Partial Least Square-Structural Equation Method (PLS-SEM). This research can help managers formulate a marketing company strategy targeting TikTok users especially in the beauty industry."