PENGARUH KUALITAS LAYANAN TERHADAP KEPERCAYAAN DAN NIAT PELANGGAN UNTUK MELAKUKAN TRANSAKSI ECOMMERCE

Sidik Sidik

Abstract


The purpose of this study is to analyze the influence of service quality that consists of tangible,
reliability, empaty, responsiveness and assurance webstore on trust (trust) and the intention or interest
(intention) customers to conduct e-commerce transactions. Analyzing the influence of faith (trust) to an
interest or intention (intention) to conduct e-commerce transactions. In this study, took samples of ecommerce
users among students at undergraduate and postgraduate STMIK Nusa Mandiri, who had
conducted an e-commerce transactions. The main instrument of data collection in the form of questionnaires
and measured by Likert scale. The number of respondents in this research are 245 respondents. Methods of
data analysis used is Structural Equation Model (SEM). Data were analyzed using the software AMOS 7.
Results of testing the structural model does not generate confidence level (probability) or p ≤ 0.05 so that
used path analysis (path anlysis) to determine the causal relationship between variables. Results of path
analysis test reliability obtained only variable that directly affects the trust and intention while trust among
the variables have a direct relationship with intention.


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