The Relationships between Web Design, Reliability, Privacy, Service Quality, and Purchase Intention of Customers at E-commerce Business
DOI:
https://doi.org/10.12695/jmt.2020.19.1.2Keywords:
purchase intention, web design, reliability, privacy, customer serviceAbstract
Abstract. Of the many e-commerce players in Indonesia, Zalora is one of the main online shopping. However, there is a decrease rank in Zalora where in 2018 Zalora was ranked 7th but dropped to 10th in 2019. Therefore, the research aims to predict purchase intentions through Zalora which are influenced by perceptions of web design, perceptions of reliability, privacy, and customer service. This research uses quantitative methods, and data collection techniques are carried out by distributing questionnaires to the non-probability sampling method. Samples taken were 40 respondents for preliminary tests and 200 respondents for actual tests, with the criteria of ever shopping at Zalora. Data obtained in the preliminary study were tested by testing the reliability and validity. Data obtained from actual research is tested by testing the reliability, validity, and classical assumption tests. Next, the data are analyzed with Structural Equation Modeling (SEM) to test hypotheses and draw conclusions. Thus, the results show that the nine research hypotheses are supported. This study also provides theoretical implications, managerial implications, and recommendations for further research.
Keywords: Purchase intention, web design, reliability, privacy, customer service
Abstrak. Dari sekian banyak pemain e-commerce di Indonesia, Zalora adalah salah satu belanja online utama. Namun, ada penurunan peringkat di Zalora di mana pada 2018 Zalora berada di peringkat 7 tetapi turun ke 10 di 2019. Oleh karena itu, penelitian ini bertujuan untuk memprediksi niat beli melalui Zalora yang dipengaruhi oleh persepsi desain web, persepsi keandalan, privasi, dan pelayanan pelanggan. Penelitian ini menggunakan metode kuantitatif, dan teknik pengumpulan data dilakukan dengan menyebarkan kuesioner dengan metode pengambilan sampel non-probabilitas. Sampel yang diambil adalah 40 responden untuk tes pendahuluan dan 200 responden untuk tes aktual, dengan kriteria pernah berbelanja di Zalora. Data yang diperoleh dalam studi pendahuluan diuji dengan menguji reliabilitas dan validitas. Data yang diperoleh dari penelitian aktual diuji dengan menguji reliabilitas, validitas, dan uji asumsi klasik. Selanjutnya, data dianalisis dengan Structural Equation Modeling (SEM) untuk menguji hipotesis dan menarik kesimpulan. Dengan demikian, hasilnya menunjukkan bahwa sembilan hipotesis penelitian didukung. Studi ini juga memberikan implikasi teoritis, implikasi manajerial, dan rekomendasi untuk penelitian lebih lanjut.
Kata kunci: Niat membeli, disain web, keandalan, privasi, layanan konsumen
Downloads
Download data is not yet available.
References
Aaker, D. A., Kumar, V., Day, G. S., & Leone, R. O. (2011). Marketing Research, 10th ed. United States: John Wiley & Sons (Asia) Pte. Ltd.
Akhter, S. H. (2014). Privacy concern and online transactions: the impact of internet self-efficacy and internet involvement. Journal of Consumer Marketing, 118-125.
Alanezi, M. A., Kamil, A., & Basri , S. (2010). A Proposed Instrument Dimensions for Measuring E-Government Service Quality. International Journal of E-service, science and technology.
Al-Debei, M. M., Akroush, M. N., & Ashouri, M. I. (2015). Consumer attitudes towards online shopping: the effects of trust, perceived benefits, and perceived web quality. Internet Research, 25(5), 707–733.
Ali, M., Asmi, F., Rahman, Md.M., Malik, N. and Ahmad, M.S. (2017) Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation). Open Journal of Social Sciences, 5, 175-195.
Alnaser, F., Ghani, M., & Rahi, S. (2017). The Impact of SERVQUAL Model andSubjective Norms on Customer’s Satisfaction and Customer Loyalty in Islamic Banks: ACultural Context. Int J Econ Manag Sci, 6(5), 455.
Ariffin, S. K., Mohan, T., & Goh, Y.-N. (2018). Influence of consumers’ perceived risk on consumers’ online purchase intention. Journal of Research in Interactive Marketing, Vol. 12 No. 3, 309-327.
Babin, B., & Harris, E. (2010). Consumer Behavior 2nd Edition. Mason: Cengage Learning, Inc.
Bandara, Y. M., Nguyen, H.-O. & Chen, S.-L., (2016), “Influential factors in the design of port infrastructure tariffs”, Maritime Policy & Management, Vol. 43, No. 7, pp. 1-13.
Becerra, E. P., & Korgaonkar, P. K. (2010). The influence of ethnic identification in digital advertising: how hispanic americans’ response to pop-up, e-mail, and banner advertising affects online purchase intentions. Journal of Advertising Research, 50 (3), 279–291.
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2011). E-service quality model for Indian government portals: citizens’ perspective. Journal of Enterprise Information Management, Vol. 3 No. 3, 246-271.
Bilgihan, A., & Bujisic, M. (2015). The Effect of Website Features in Online Relationship Marketing. Electronic Commerce Research and Applications.
Carlson, J., & O'Cass, A. (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 112-127.
Chaffey, D., & Chadwick, F. E. (2019). Seventh edition Digital Marketing . New York: Pearson.
Chang, S.-H., Chih, W.-H., Liou, D.-K., & Yang, Y.-T. (2016). The mediation of cognitive attitude for online shopping. Information Technology & People, Vol. 29 Iss 3.
Chimedtseren, E., & Safari, M. (2016). Service Quality Factors Affecting Purchase Intention of Life Insurance Products. Journal of Insurance and Financial Management, Vol. 1, Issue 1, 1-12.
Choudhury, K. (2013). Service quality and customers’ purchase intentions: an empirical study of the Indian banking sector. International Journal of Bank Marketing, Vol. 31 No. 7, 529-543.
Dedeke, A.N., 2016. Travel web-site design: Information task-fit, service quality and purchase intention. Tourism Management, 54, pp.541-554.
Demangeot, C. and Broderick, A.J. (2010),“Exploration and its manifestations in the context of online shopping”, Journal of Marketing Management, Vol. 26, No. 13&14, pp. 1256 -1278.
Dickinger, A., & Stangl, B. (2013). Website Performance and Behavioral Consequences: A Formative Measurement Approach. Journal of Business Research.
Eastlick, M. A., & Lotz, S. (2010). Cognitive and institutional predictors of initial trust toward an online retailer. International Journal of Retail & Distribution Management, Vol. 39 No. 4, 234-255.
Featherman, M. S., Miyazaki, A. D., & Sprott, D. E. (2010). Reducing online privacy risk to facilitate e-service adoption: the influence of perceived ease of use and corporate credibility. Journal of Services Marketing, 219-229.
Filieri, R., McLeay, F. and Tsui, B., 2017. Antecedents of travellers’ satisfaction and purchase intention from social commerce websites. Information and Communication Technologies in Tourism 2017 (pp. 517-528). Springer, Cham.
George, A., & Kumar, G. G. 2014. Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 41(1), 73-85.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 142-156.
Green, D. T., & Pearson, M. J. (2011). Integrating Website Usability with the Electronic Commerce Acceptance Model. Behaviour & Information Technology.
Griffin, R., & Pustay, M. (2015). International Business A Managerial Perspective. United States of America: Pearson Education.
Ha, H.-Y., Akamavi, R. K., Kitchen, P. J., & Janda, S. (2014). Exploring key antecedents of purchase intentions within different services. Journal of Services Marketing, 595-606.
Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis A Global Perspective, 7th ed New Jersey: Pearson Education,Inc.
Hair, J. F. Jr., Bush, R.P.,& Ortinau, D. J.(2009). Marketing Research, 4th ed. NewYork: The McGraw-Hill Company, Inc.
Hair, J., Celsi, M., Ortinau, D., & Bush, R. (2017). Essentials of Marketing Research. New York: McGraw-Hill Education.
Hasanov, J., & Khalid, H. (2015). The impact of website quality on online purchase intention of REFERENCES webQual model approach. Procedia Computer Science, 72, 382-389.
Hausman, A.V. and Siekpe, J.S., 2009. The effect of web interface features on consumer online purchase intentions. Journal of business research, 62(1), pp.5-13.
Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., … Calantone, R. J. (2014). Common Beliefs and Reality About PLS. Organizational Research Methods, 17(2), 182–209.
Hoyer, W. D., & MacInnis, D. J. (2010). Consumer Behavior, Fifth Edition. Mason: Cengage Learning.
Huang, Z., & Benyoucef, M. (2013). From E-commerce to Social Commerce: A Close Look At Design Features. Electronic Commerce Research and Application, 248.
Jiradilok, T., Settapong, S., Madan, N., and Sivaraks, J. (2014). The Impact of Customer Satisfaction on Online Purchasing: A Case Study Analysis in Thailand. Journal of Economics, Business and Management vol. 2, no. 1, pp. 5-11.
Kardes, F. R., Cronley, M. L., & Cline, T. W. (2011). Consumer Behavior. Mason: Cengage Learning.
Karimov, F. P., Brengman, M., & Hove, L. V. (2011). The Effect of Website Design Dimensions on Initial Trust: A Synthesis of The Empirical Literature. Journal of Electric Commerce Research.
Kim, J. H., & Kim, C. H. (2010). E-service quality perceptions: a cross-cultural comparison of American and Korean consumers. Journal of Research in Interactive Marketing Vol. 4, No. 3, 257-275.
Kim, J. H., & Lennon, S. J. (2009). Information available on a web site: effects on consumers’ shopping outcomes. Journal of Fashion Marketing and Management, Vol. 14 No. 2, 247-262.
Kim, J. U., Kim, W. J., & Park, S. C. (2010). Consumer perceptions on web advertisements and motivation factors to purchase in the online shopping. Computers in Human Behavior, 26(5), 1208–1222.
Kim, S., & Park, H. (2013). Effects of various characteristics of social commerce (s- commerce) on consumers' trust and trust performance. International Journal of Information Management
Kim, W., Park, H., Choi, W.P., & Jun, H. (2017). The Relationships between Service Quality, Satisfaction, and Purchase Intention of Customers at Non-Profit Business. International Journal of Business Marketing and Management, Vol. 2, Issue 11, 12-19.
King, R. C., Schilhavy, R., Chowa, C., & Chin, W. W. (2016). Do Customers Identify with Our Website? The Effects of Website Identification on Repeat Purchase Intention. International Journal of Electronic Commerce, 319-354.
Kline, R. B. (2011). Principles and Practice of Structural Equation Modeling. New York: Guilford Press.
Koops, B. J., Hoepman, J. H., & Leenes, R. (2013). Open Source Intelligence and Privacy by Design. Computer Law and Security , 677.
Kotler, P., & Armstrong, G. (2016). Principles of Marketing, 16th ed. New Jersey: Pearson Education.
Kotler, P., & Armstrong, G. (2017). Principles of Marketing, 17th ed. New Jersey: Pearson Education.
Kuo, H. M., & Chen, C. W. (2011). Application of Quality Function Deployment to Improve The Quality of Internet Shopping Website Interface Design. International Journal of Innovative Computing, Information, and Control
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Kutz, M. (2016). Introduction to E-Commerce: Combining Business and Information Technology. BookBoon.
Ladhari, R. (2010). Developing E-Service Quality Scales. Journal of Retailing and Consumer Services.
Lee, C. H., Eze, U. C., & Ndubisi, N. O. (2010). Analyzing key determinants of online repurchase intentions. Asia Pacific Journal of Marketing and Logistics, Vol. 23 No. 2, 200-221.
Lee, J. E., Goh, M. L., & Noor, M. N. (2019). Understanding purchase intention of university students towards skin care products. PSU Research Review.
Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54–63.
Lee, Tan Shea, et al. “Online Sellers’ Website Quality Influencing Online Buyers’ Purchase Intention.” IOP Conference Series: Materials Science and Engineering, vol. 131, 2016, p. 012014., doi:10.1088/1757-899x/131/1/012014.
Levy, M., & Weitz, B. A. (2016). Retailing Management, 9th ed. New York: McGraw-Hill.
Li, Y. M., & Yeh, Y. S. (2010). Increasing Trust in Mobile Commerce Through Design Aesthetics. Computers in Human Behavior.
Lukman, E. (2013, October 29). 6 Fakta Mengenai COD di Indonesia. Retrieved from Techinasia: https://id.techinasia.com/6-fakta-mengenai-cod-di-indonesia
Luo, S. F., & Lee, T. Z. (2011). The Influence of Trust and Usefulness on Customer Perception of E-Service Quality. International Journal of Social Behavior and Personality.
Mazaheri, E., Richard, M.-O., & Laroche, M. (2012). The role of emotions in online consumer behavior: a comparison of search, experience, and credence services. Journal of Services Marketing, 535-550.
Mekovec, R., & Hutinski, Z. (2012). The role of perceived privacy and perceived security in online market. International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO).
Meskaran, F., Ismail, Z., & Shanmugam, B. (2013). Online Purchase Intention: Effects of Trust and Security Perception. Australian Journal of Basic and Applied Sciences.
Nevarez, C. L., & Hyman, M. R. (2012). Common Practices in Destination Website Design. Journal of Destination Marketing & Management, 95.
Nisar, T. M., Hajli, N., Prabhakar, G., & Dwivedi, Y. (2019). Sharing economy and the lodging websites: Antecedents and mediators of accommodation purchase intentions. Information Technology & People.
Octavia, D., & Tamerlane, A. (2017). The Influence of Website Quality on Online Purchase Intentions on Agoda.Com with E-Trust as a Mediator. Binus Business Review, 8(1), 9-14.
Omar, H.F.H., Saadan, K.B. and Seman, K.B., 2015. Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. International Journal of Learning and Development, 5(1), pp.86-89.
Papadomichelaki, X., & Mentzas, G. (2009). A Multiple Scale for Assessing E-Government Service Quality. Electronic Government.
Pappas, I. O. (2018). User experience in personalized online shopping: a fuzzy-set analysis. European Journal of Marketing, Vol. 52 No. 7/8, 1679-1703.
Pearson, A., Tadisina, S., & Griffin, C. (2012). The Role of E-Service Quality and Information Quality in Creating Perceived Value: Antecedents to Website Loyalty. Information System Management.
Putra, B. A. P. W., & Noermijati, F. R. (2017). The Effect of Trust, Risk, and Web Design on Consumer Intention by Means of Consumer Attitude to Purchase Online. Journal of Applied Management, Vol. 15, 472-479.
Quach, T. N., Jebarajakirthy, C., & Thaichon, P. (2015). The effects of service quality on internet service provider customers' behaviour: A mixed methods study. Asia Pacific Journal of Marketing and Logistics, 435-463.
Quddus, F.S. and Hudrasyah, H., 2014. The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3(5), pp.546-556.
Rahman, M. S., Hassan, H., Osman-Gani, A., Fattah, F. A., & Anwar, M. A. (2017). Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives. Tourism Review, Vol. 72 No. 2, 156-170.
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122.
Raman, P. (2019). Understanding female consumers’ intention to shop online: The role of trust, convenience and customer service. Asia Pacific Journal of Marketing and Logistics, Vol. 31 No. 4, 1138-1160.
Rod, M., Ashill, N., Shao, J., and Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence & Planning, 27(1), 103-126.
Rofiq, A., Mula, J. M., & Scott, A. (2011). Purchase Intention to Undertake E-commerce Transactions in Developing Countries: Application of Theory of Planned Behavior in Indonesia. International Conference on Management and Service Science.
Rolland, S., & Freeman, I. (2010). A New Measure of E-Service Quality in France. International Journal of Retail & Distribution Management.
Saha, G., and Theingi. (2009) Service quality, satisfaction, and behavioural intentions: a study of low-cost airline carriers in Thailand. Managing Service Quality, 19(3), 350-372.
Saleem, A., Ghafar, A., Ibrahim, M., Yousuf, M. and Ahmed, N., 2015. Product perceived quality and purchase intention with consumer satisfaction. Global journal of management and business research.
Sam, M. and Tahir, H. (2009) Website Quality and Consumer Online Purchase Intention of Air Ticket. International Journal of Basic & Applied Sciences IJBAS, 9.
Santouridis, I., Trivellas, P., & Tsimonis, G. (2012). Using E-S-QUAL to measure internet service quality of e-commerce web sites in Greece. International Journal of Quality and Service Sciences, 86-98.
Sekaran, U., & Bougie , R. (2016). Research Methods for Business: A Skill-Building Approach . United Kingdom: Wiley.
Selcuk, C. (2013). Determining Importance of Website Design Parameters Based on Interactions and Types of Websites. Decision Support System.
Shaouf, A., Lü, K. and Li, X., 2016. The effect of web advertising visual design on online purchase intention: An examination across gender. Computers in Human Behavior, 60, pp.622-634.
Sharma, P. (2012). Offshore outsourcing of customer services – boon or bane? Journal of Services Marketing, 352-364.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12.
Solomon, M. (2016). Consumer Behaviour: Buying, Having, and Being. Pearson.
Stats, I. W. (2019, June 30). Top 20 Countries With The Highest Number of Internet Users. Retrieved from Internet World Stats: https://www.internetworldstats.com/top20.htm
Taherdoost, H. (2017). Understanding of e-service security dimensions and its effect on quality and intention to use. Information & Computer Security.
Thaichon, P., Lobo, A., & Mitsis, A. (2013). An empirical model of home internet services quality in Thailand. Asia Pacific Journal of Marketing and Logistics, 190-210.
Triopin, F. (2019, June 25). Pembatalan Pesanan Zalora dengan Alasan yang Tidak Masuk Akal. Retrieved from Media Konsumen: https://mediakonsumen.com/2019/06/25/surat-pembaca/pembatalan-pesanan-zalora-dengan-alasan-yang-tidak-masuk-akal
Tsai, Y. C., & Yeh, J. C. (2010). Perceived risk of information security and privacy in online shopping: A study of environmentally sustainable products. African Journal of Business Management Vol. 4, 4056-4066.
Tsang, N. K., Lai, M., & Law, R. (2010). Measuring E-Service Quality for Online Travel Agencies. Journal of Travel & Tourism Marketing.
Turban, E., Whiteside, J., King, D., & Outland, J. (2017). Introduction to Electronic Commerce and Social Commerce. Springer Texts in Business and Economics.
Udo, G. J., K. K. Bagchi, and P. J. Kirs. 2010. An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management 30 (6):481–92.
Visinescu, L. L., Sidorova, A., Jones, M. C., & Prybutok, V. R. (2015). The Influence of Website Dimensionality on Customer Experiences, Perception and Behavioral Intentions: An Exploration of 2D vs 3D Web Design. Information & Management, 1-17.
Wells, J. D., Valacich, J. S., & Hess, T. J. (2011). What signal are you sending? How website quality influences perceptions of product quality and purchase in- tentions. MIS Quarterly, 35(2), 373e396.
Wandebori, H., & Wijaya, V. (2017). Consumers’ Purchase Intention: Influencing Factors Unveiled at Korean Thematic Café (Case Study: Chingu Café). Jurnal Bisnis dan Manajemen. 18. 73-82.
Wen, C., Prybutok, V. R., Blankson, C., & Fang, J. (2014). The role of E-quality within the consumer decision making process. International Journal of Operations & Production Management, Vol. 34 Iss 12, 1506-1536.
Wijaya, D. C. (2018, December 17). Retur Barang di Zalora Tidak Sesuai dengan Yang Dituliskan dan Dijanjikan. Retrieved from Media Konsumen: https://mediakonsumen.com/2018/12/17/surat-pembaca/retur-barang-di-zalora-tidak-sesuai-dengan-yang-dituliskan-dan-dijanjikan
Wood, M. J., & Ross-Kerr, J. C., S. (2010). Basic Steps in Planning Nursing Research from Question to Proposal, 7th ed. Canada: Jones & Barlett Publisher.
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120.
Zhou, T. (2011), “An empirical examination of initial trust in mobile banking”, Internet Kotler, P. and Armstrong, G. (2016), Principles of Marketing, 16th global ed., Pearson, New York, NY.
Zikmund, W. G.,& Babin, B. J.(2010) Business Research Method, 4th ed. United states of America: South Western Cengage Learning.
Zorotheos, A., & Kafeza, E. (2009). Users’ perceptions on privacy and their intention to transact online: a study on Greek internet users. Direct Marketing: An International Journal, Vol. 3 No. 2, 139-153.
Akhter, S. H. (2014). Privacy concern and online transactions: the impact of internet self-efficacy and internet involvement. Journal of Consumer Marketing, 118-125.
Alanezi, M. A., Kamil, A., & Basri , S. (2010). A Proposed Instrument Dimensions for Measuring E-Government Service Quality. International Journal of E-service, science and technology.
Al-Debei, M. M., Akroush, M. N., & Ashouri, M. I. (2015). Consumer attitudes towards online shopping: the effects of trust, perceived benefits, and perceived web quality. Internet Research, 25(5), 707–733.
Ali, M., Asmi, F., Rahman, Md.M., Malik, N. and Ahmad, M.S. (2017) Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation). Open Journal of Social Sciences, 5, 175-195.
Alnaser, F., Ghani, M., & Rahi, S. (2017). The Impact of SERVQUAL Model andSubjective Norms on Customer’s Satisfaction and Customer Loyalty in Islamic Banks: ACultural Context. Int J Econ Manag Sci, 6(5), 455.
Ariffin, S. K., Mohan, T., & Goh, Y.-N. (2018). Influence of consumers’ perceived risk on consumers’ online purchase intention. Journal of Research in Interactive Marketing, Vol. 12 No. 3, 309-327.
Babin, B., & Harris, E. (2010). Consumer Behavior 2nd Edition. Mason: Cengage Learning, Inc.
Bandara, Y. M., Nguyen, H.-O. & Chen, S.-L., (2016), “Influential factors in the design of port infrastructure tariffs”, Maritime Policy & Management, Vol. 43, No. 7, pp. 1-13.
Becerra, E. P., & Korgaonkar, P. K. (2010). The influence of ethnic identification in digital advertising: how hispanic americans’ response to pop-up, e-mail, and banner advertising affects online purchase intentions. Journal of Advertising Research, 50 (3), 279–291.
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2011). E-service quality model for Indian government portals: citizens’ perspective. Journal of Enterprise Information Management, Vol. 3 No. 3, 246-271.
Bilgihan, A., & Bujisic, M. (2015). The Effect of Website Features in Online Relationship Marketing. Electronic Commerce Research and Applications.
Carlson, J., & O'Cass, A. (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 112-127.
Chaffey, D., & Chadwick, F. E. (2019). Seventh edition Digital Marketing . New York: Pearson.
Chang, S.-H., Chih, W.-H., Liou, D.-K., & Yang, Y.-T. (2016). The mediation of cognitive attitude for online shopping. Information Technology & People, Vol. 29 Iss 3.
Chimedtseren, E., & Safari, M. (2016). Service Quality Factors Affecting Purchase Intention of Life Insurance Products. Journal of Insurance and Financial Management, Vol. 1, Issue 1, 1-12.
Choudhury, K. (2013). Service quality and customers’ purchase intentions: an empirical study of the Indian banking sector. International Journal of Bank Marketing, Vol. 31 No. 7, 529-543.
Dedeke, A.N., 2016. Travel web-site design: Information task-fit, service quality and purchase intention. Tourism Management, 54, pp.541-554.
Demangeot, C. and Broderick, A.J. (2010),“Exploration and its manifestations in the context of online shopping”, Journal of Marketing Management, Vol. 26, No. 13&14, pp. 1256 -1278.
Dickinger, A., & Stangl, B. (2013). Website Performance and Behavioral Consequences: A Formative Measurement Approach. Journal of Business Research.
Eastlick, M. A., & Lotz, S. (2010). Cognitive and institutional predictors of initial trust toward an online retailer. International Journal of Retail & Distribution Management, Vol. 39 No. 4, 234-255.
Featherman, M. S., Miyazaki, A. D., & Sprott, D. E. (2010). Reducing online privacy risk to facilitate e-service adoption: the influence of perceived ease of use and corporate credibility. Journal of Services Marketing, 219-229.
Filieri, R., McLeay, F. and Tsui, B., 2017. Antecedents of travellers’ satisfaction and purchase intention from social commerce websites. Information and Communication Technologies in Tourism 2017 (pp. 517-528). Springer, Cham.
George, A., & Kumar, G. G. 2014. Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 41(1), 73-85.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 142-156.
Green, D. T., & Pearson, M. J. (2011). Integrating Website Usability with the Electronic Commerce Acceptance Model. Behaviour & Information Technology.
Griffin, R., & Pustay, M. (2015). International Business A Managerial Perspective. United States of America: Pearson Education.
Ha, H.-Y., Akamavi, R. K., Kitchen, P. J., & Janda, S. (2014). Exploring key antecedents of purchase intentions within different services. Journal of Services Marketing, 595-606.
Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis A Global Perspective, 7th ed New Jersey: Pearson Education,Inc.
Hair, J. F. Jr., Bush, R.P.,& Ortinau, D. J.(2009). Marketing Research, 4th ed. NewYork: The McGraw-Hill Company, Inc.
Hair, J., Celsi, M., Ortinau, D., & Bush, R. (2017). Essentials of Marketing Research. New York: McGraw-Hill Education.
Hasanov, J., & Khalid, H. (2015). The impact of website quality on online purchase intention of REFERENCES webQual model approach. Procedia Computer Science, 72, 382-389.
Hausman, A.V. and Siekpe, J.S., 2009. The effect of web interface features on consumer online purchase intentions. Journal of business research, 62(1), pp.5-13.
Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., … Calantone, R. J. (2014). Common Beliefs and Reality About PLS. Organizational Research Methods, 17(2), 182–209.
Hoyer, W. D., & MacInnis, D. J. (2010). Consumer Behavior, Fifth Edition. Mason: Cengage Learning.
Huang, Z., & Benyoucef, M. (2013). From E-commerce to Social Commerce: A Close Look At Design Features. Electronic Commerce Research and Application, 248.
Jiradilok, T., Settapong, S., Madan, N., and Sivaraks, J. (2014). The Impact of Customer Satisfaction on Online Purchasing: A Case Study Analysis in Thailand. Journal of Economics, Business and Management vol. 2, no. 1, pp. 5-11.
Kardes, F. R., Cronley, M. L., & Cline, T. W. (2011). Consumer Behavior. Mason: Cengage Learning.
Karimov, F. P., Brengman, M., & Hove, L. V. (2011). The Effect of Website Design Dimensions on Initial Trust: A Synthesis of The Empirical Literature. Journal of Electric Commerce Research.
Kim, J. H., & Kim, C. H. (2010). E-service quality perceptions: a cross-cultural comparison of American and Korean consumers. Journal of Research in Interactive Marketing Vol. 4, No. 3, 257-275.
Kim, J. H., & Lennon, S. J. (2009). Information available on a web site: effects on consumers’ shopping outcomes. Journal of Fashion Marketing and Management, Vol. 14 No. 2, 247-262.
Kim, J. U., Kim, W. J., & Park, S. C. (2010). Consumer perceptions on web advertisements and motivation factors to purchase in the online shopping. Computers in Human Behavior, 26(5), 1208–1222.
Kim, S., & Park, H. (2013). Effects of various characteristics of social commerce (s- commerce) on consumers' trust and trust performance. International Journal of Information Management
Kim, W., Park, H., Choi, W.P., & Jun, H. (2017). The Relationships between Service Quality, Satisfaction, and Purchase Intention of Customers at Non-Profit Business. International Journal of Business Marketing and Management, Vol. 2, Issue 11, 12-19.
King, R. C., Schilhavy, R., Chowa, C., & Chin, W. W. (2016). Do Customers Identify with Our Website? The Effects of Website Identification on Repeat Purchase Intention. International Journal of Electronic Commerce, 319-354.
Kline, R. B. (2011). Principles and Practice of Structural Equation Modeling. New York: Guilford Press.
Koops, B. J., Hoepman, J. H., & Leenes, R. (2013). Open Source Intelligence and Privacy by Design. Computer Law and Security , 677.
Kotler, P., & Armstrong, G. (2016). Principles of Marketing, 16th ed. New Jersey: Pearson Education.
Kotler, P., & Armstrong, G. (2017). Principles of Marketing, 17th ed. New Jersey: Pearson Education.
Kuo, H. M., & Chen, C. W. (2011). Application of Quality Function Deployment to Improve The Quality of Internet Shopping Website Interface Design. International Journal of Innovative Computing, Information, and Control
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Kutz, M. (2016). Introduction to E-Commerce: Combining Business and Information Technology. BookBoon.
Ladhari, R. (2010). Developing E-Service Quality Scales. Journal of Retailing and Consumer Services.
Lee, C. H., Eze, U. C., & Ndubisi, N. O. (2010). Analyzing key determinants of online repurchase intentions. Asia Pacific Journal of Marketing and Logistics, Vol. 23 No. 2, 200-221.
Lee, J. E., Goh, M. L., & Noor, M. N. (2019). Understanding purchase intention of university students towards skin care products. PSU Research Review.
Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54–63.
Lee, Tan Shea, et al. “Online Sellers’ Website Quality Influencing Online Buyers’ Purchase Intention.” IOP Conference Series: Materials Science and Engineering, vol. 131, 2016, p. 012014., doi:10.1088/1757-899x/131/1/012014.
Levy, M., & Weitz, B. A. (2016). Retailing Management, 9th ed. New York: McGraw-Hill.
Li, Y. M., & Yeh, Y. S. (2010). Increasing Trust in Mobile Commerce Through Design Aesthetics. Computers in Human Behavior.
Lukman, E. (2013, October 29). 6 Fakta Mengenai COD di Indonesia. Retrieved from Techinasia: https://id.techinasia.com/6-fakta-mengenai-cod-di-indonesia
Luo, S. F., & Lee, T. Z. (2011). The Influence of Trust and Usefulness on Customer Perception of E-Service Quality. International Journal of Social Behavior and Personality.
Mazaheri, E., Richard, M.-O., & Laroche, M. (2012). The role of emotions in online consumer behavior: a comparison of search, experience, and credence services. Journal of Services Marketing, 535-550.
Mekovec, R., & Hutinski, Z. (2012). The role of perceived privacy and perceived security in online market. International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO).
Meskaran, F., Ismail, Z., & Shanmugam, B. (2013). Online Purchase Intention: Effects of Trust and Security Perception. Australian Journal of Basic and Applied Sciences.
Nevarez, C. L., & Hyman, M. R. (2012). Common Practices in Destination Website Design. Journal of Destination Marketing & Management, 95.
Nisar, T. M., Hajli, N., Prabhakar, G., & Dwivedi, Y. (2019). Sharing economy and the lodging websites: Antecedents and mediators of accommodation purchase intentions. Information Technology & People.
Octavia, D., & Tamerlane, A. (2017). The Influence of Website Quality on Online Purchase Intentions on Agoda.Com with E-Trust as a Mediator. Binus Business Review, 8(1), 9-14.
Omar, H.F.H., Saadan, K.B. and Seman, K.B., 2015. Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. International Journal of Learning and Development, 5(1), pp.86-89.
Papadomichelaki, X., & Mentzas, G. (2009). A Multiple Scale for Assessing E-Government Service Quality. Electronic Government.
Pappas, I. O. (2018). User experience in personalized online shopping: a fuzzy-set analysis. European Journal of Marketing, Vol. 52 No. 7/8, 1679-1703.
Pearson, A., Tadisina, S., & Griffin, C. (2012). The Role of E-Service Quality and Information Quality in Creating Perceived Value: Antecedents to Website Loyalty. Information System Management.
Putra, B. A. P. W., & Noermijati, F. R. (2017). The Effect of Trust, Risk, and Web Design on Consumer Intention by Means of Consumer Attitude to Purchase Online. Journal of Applied Management, Vol. 15, 472-479.
Quach, T. N., Jebarajakirthy, C., & Thaichon, P. (2015). The effects of service quality on internet service provider customers' behaviour: A mixed methods study. Asia Pacific Journal of Marketing and Logistics, 435-463.
Quddus, F.S. and Hudrasyah, H., 2014. The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3(5), pp.546-556.
Rahman, M. S., Hassan, H., Osman-Gani, A., Fattah, F. A., & Anwar, M. A. (2017). Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives. Tourism Review, Vol. 72 No. 2, 156-170.
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122.
Raman, P. (2019). Understanding female consumers’ intention to shop online: The role of trust, convenience and customer service. Asia Pacific Journal of Marketing and Logistics, Vol. 31 No. 4, 1138-1160.
Rod, M., Ashill, N., Shao, J., and Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence & Planning, 27(1), 103-126.
Rofiq, A., Mula, J. M., & Scott, A. (2011). Purchase Intention to Undertake E-commerce Transactions in Developing Countries: Application of Theory of Planned Behavior in Indonesia. International Conference on Management and Service Science.
Rolland, S., & Freeman, I. (2010). A New Measure of E-Service Quality in France. International Journal of Retail & Distribution Management.
Saha, G., and Theingi. (2009) Service quality, satisfaction, and behavioural intentions: a study of low-cost airline carriers in Thailand. Managing Service Quality, 19(3), 350-372.
Saleem, A., Ghafar, A., Ibrahim, M., Yousuf, M. and Ahmed, N., 2015. Product perceived quality and purchase intention with consumer satisfaction. Global journal of management and business research.
Sam, M. and Tahir, H. (2009) Website Quality and Consumer Online Purchase Intention of Air Ticket. International Journal of Basic & Applied Sciences IJBAS, 9.
Santouridis, I., Trivellas, P., & Tsimonis, G. (2012). Using E-S-QUAL to measure internet service quality of e-commerce web sites in Greece. International Journal of Quality and Service Sciences, 86-98.
Sekaran, U., & Bougie , R. (2016). Research Methods for Business: A Skill-Building Approach . United Kingdom: Wiley.
Selcuk, C. (2013). Determining Importance of Website Design Parameters Based on Interactions and Types of Websites. Decision Support System.
Shaouf, A., Lü, K. and Li, X., 2016. The effect of web advertising visual design on online purchase intention: An examination across gender. Computers in Human Behavior, 60, pp.622-634.
Sharma, P. (2012). Offshore outsourcing of customer services – boon or bane? Journal of Services Marketing, 352-364.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12.
Solomon, M. (2016). Consumer Behaviour: Buying, Having, and Being. Pearson.
Stats, I. W. (2019, June 30). Top 20 Countries With The Highest Number of Internet Users. Retrieved from Internet World Stats: https://www.internetworldstats.com/top20.htm
Taherdoost, H. (2017). Understanding of e-service security dimensions and its effect on quality and intention to use. Information & Computer Security.
Thaichon, P., Lobo, A., & Mitsis, A. (2013). An empirical model of home internet services quality in Thailand. Asia Pacific Journal of Marketing and Logistics, 190-210.
Triopin, F. (2019, June 25). Pembatalan Pesanan Zalora dengan Alasan yang Tidak Masuk Akal. Retrieved from Media Konsumen: https://mediakonsumen.com/2019/06/25/surat-pembaca/pembatalan-pesanan-zalora-dengan-alasan-yang-tidak-masuk-akal
Tsai, Y. C., & Yeh, J. C. (2010). Perceived risk of information security and privacy in online shopping: A study of environmentally sustainable products. African Journal of Business Management Vol. 4, 4056-4066.
Tsang, N. K., Lai, M., & Law, R. (2010). Measuring E-Service Quality for Online Travel Agencies. Journal of Travel & Tourism Marketing.
Turban, E., Whiteside, J., King, D., & Outland, J. (2017). Introduction to Electronic Commerce and Social Commerce. Springer Texts in Business and Economics.
Udo, G. J., K. K. Bagchi, and P. J. Kirs. 2010. An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management 30 (6):481–92.
Visinescu, L. L., Sidorova, A., Jones, M. C., & Prybutok, V. R. (2015). The Influence of Website Dimensionality on Customer Experiences, Perception and Behavioral Intentions: An Exploration of 2D vs 3D Web Design. Information & Management, 1-17.
Wells, J. D., Valacich, J. S., & Hess, T. J. (2011). What signal are you sending? How website quality influences perceptions of product quality and purchase in- tentions. MIS Quarterly, 35(2), 373e396.
Wandebori, H., & Wijaya, V. (2017). Consumers’ Purchase Intention: Influencing Factors Unveiled at Korean Thematic Café (Case Study: Chingu Café). Jurnal Bisnis dan Manajemen. 18. 73-82.
Wen, C., Prybutok, V. R., Blankson, C., & Fang, J. (2014). The role of E-quality within the consumer decision making process. International Journal of Operations & Production Management, Vol. 34 Iss 12, 1506-1536.
Wijaya, D. C. (2018, December 17). Retur Barang di Zalora Tidak Sesuai dengan Yang Dituliskan dan Dijanjikan. Retrieved from Media Konsumen: https://mediakonsumen.com/2018/12/17/surat-pembaca/retur-barang-di-zalora-tidak-sesuai-dengan-yang-dituliskan-dan-dijanjikan
Wood, M. J., & Ross-Kerr, J. C., S. (2010). Basic Steps in Planning Nursing Research from Question to Proposal, 7th ed. Canada: Jones & Barlett Publisher.
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109–120.
Zhou, T. (2011), “An empirical examination of initial trust in mobile banking”, Internet Kotler, P. and Armstrong, G. (2016), Principles of Marketing, 16th global ed., Pearson, New York, NY.
Zikmund, W. G.,& Babin, B. J.(2010) Business Research Method, 4th ed. United states of America: South Western Cengage Learning.
Zorotheos, A., & Kafeza, E. (2009). Users’ perceptions on privacy and their intention to transact online: a study on Greek internet users. Direct Marketing: An International Journal, Vol. 3 No. 2, 139-153.
Downloads
Submitted
2020-01-27
Accepted
2020-04-17
Published
2020-04-30
How to Cite
Johan, K., Samantha, W., Tandean, M. J., & Sihombing, S. (2020). The Relationships between Web Design, Reliability, Privacy, Service Quality, and Purchase Intention of Customers at E-commerce Business. Jurnal Manajemen Teknologi, 19(1), 17–36. https://doi.org/10.12695/jmt.2020.19.1.2
Issue
Section
Articles
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Copyright @2023. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (http://creativecommons.org/licenses/by-nc-sa/4.0/) which permits unrestricted non-commercial used, distribution and reproduction in any medium.
