Hubungan antara e service quality dan trust pada mahasiswa konsumen belanja online = the relationship between e service quality and trust among college student online shopping consumer / Rindayu Resti Wandari
Rindayu Resti Wandari;
Bertina Sjabadhyni, supervisor; Derry Busriati, examiner; Tobing, Siti Farida Fidella, examiner
(Fakultas Psikologi Universitas Indonesia, 2014)
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ABSTRAK Dalam mencapai kesuksesan, toko online perlu menyediakan e-service qualityyang baik. Hal tersebut merupakan suatu cara untuk meningkatkan trustkonsumen belanja online. E-Service Quality merupakan semua tahap interaksiyang terjadi antara konsumen dan situs web yang dihasilkan dari penilaian sejauhmana sebuah situs web secara efektif dan efisien memfasilitasi proses berbelanja(Parasuraman et.al, 2005). Pengukuran e-service quality menggunakan alat ukurE-S-QUAL dan E-RecS-QUAL yang dibuat oleh Parasuraman et.al (2005) lalupeneliti adaptasi. Sedangkan trust didefinisikan sebagai harapan optimisseseorang, bahwa orang lain akan melindungi semua hak-haknya (Gefen, 2002).Pengukuran trust menggunakan alat ukur Specific Online Consumer Beliefs yangdibuat oleh Gefen (2002) kemudian peneliti adaptasi. Penelitian ini menggunakanmetode accidental sampling yang melibatkan 453 responden, yaitu mahasiswakonsumen belanja online, karena mahasiswa sering mengakses internet (Xu &Paulins, 2005). Hasil penelitian ini menunjukan bahwa terdapat hubungan yangsignifikan antara e-service quality dan trust pada mahasiswa konsumen belanjaonline (r = 0,668; p = 0.000). Artinya, semakin tinggi tingkat e-service qualitymaka semakin tinggi pula tingkat trust pada mahasiswa konsumen belanja online.Implikasi praktis Penelitian ini, toko online perlu meningkatkan e-service qualitydalam hal pemenuhan janji agar trust mahasiswa konsumen belanja onlinemeningkat. ABSTRACT In Achieving success, online shop should provide good s-service quality. It is away to increase consumer trust. E-Service Quality are an all stages of theinteraction between consumers and web sites resulting from the assessment of theextent to which a website effectively and efficiently facilitate the shoppingprocess (Parasuraman et.al, 2005). E-Service Quality measurement usingmeasuring instruments E-S-QUAL and E-RecS-QUAL are made by Parasuramanet.al (2005) and adapted by researcher. While trust is defined as the optimisticexpectations of someone, that someone else will protect all of their rights (Gefen,2002). Trust measurement using measuring instruments Specific Online ConsumerBeliefs are made by Gefen (2002) then adapted by researcher. This study usedaccidental sampling method involving 453 respondents, namely college studentonline shopping consumer because they often access the Internet (Xu & Paulins,2005). These results indicate that there is a significant relationship betweene-service quality and trust among college student online shopping consumer(r = 0,668; p = 0.000). This results can be interpreted as the higher e-servicequality, the higher trust that college student online shopping consumer have. Thepractical implications of this research, online stores need to improve e-servicequality in terms of the fulfillment of the promise, so that the trust of collegestudent online shopping consumer increase. |
 S53184-Rindayu Resti Wandari.pdf :: Unduh
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| No. Panggil : | S53184 |
| Entri utama-Nama orang : | |
| Entri tambahan-Nama orang : | |
| Subjek : | |
| Penerbitan : | [Place of publication not identified]: Fakultas Psikologi Universitas Indonesia, 2014 |
| Program Studi : |
| Bahasa : | ind |
| Sumber Pengatalogan : | LibUI ind rda |
| Tipe Konten : | text |
| Tipe Media : | unmediated ; computer |
| Tipe Carrier : | volume ; online resource |
| Deskripsi Fisik : | xiv, 91 pages : illustration ; 28 cm + appendix |
| Naskah Ringkas : | |
| Lembaga Pemilik : | Universitas Indonesia |
| Lokasi : | Perpustakaan UI, Lantai 3 |
| No. Panggil | No. Barkod | Ketersediaan |
|---|---|---|
| S53184 | TERSEDIA |
| Ulasan: |
| Tidak ada ulasan pada koleksi ini: 20368081 |
