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Pengaruh Institusional Structures, Trust in Seller, Seller Past Performance, Perceived Risk, Dan Customer Satisfaction Terhadap Transaction Intentions Di Situs Kaskus

Kevin Asaputra, Handoyo Wibisono
Published 2016

Abstract

Good seller's credibility in the online business will boost consumer confidence in the company, lowering the perceived risk, increase customer satisfaction and increase intention to make repeat purchases. In addition to the seller's credibility in the online business, information on the performance of the seller in the future also light is information that can be used as a reference establishment of consumer confidence. The trust that consumers would be effect on consumer satisfaction when business transactions through online media.This study was conducted to determine the effect of institutional structures (buyer-driven certification, auction house escrow and credit card guarantee) and the seller the past performance of the trust in the seller, knowing the effect of trust in the seller and the seller the past performance of the perceived risk, knowing the effect of trust in seller and the seller past performance on customer satisfaction, knowing the effect of trust in the seller, perceived risk, customer satisfaction and the seller the past performance of the transaction intentions, and knowing the difference of consumer ratings on variable institutional structures (buyer-driven certification, auction house escrow and credit card guarantee), trust in the seller, perceived risk, customer satisfaction, seller past performance and transaction intentions based on different characteristics of the consumer.The results showed that the institutional structures (buyer-driven certification, auction house escrow and credit card guarantee), trust in the seller, customer satisfaction, and past performance sellers provide a positive influence on consumer purchase intentions in the online business. The perception of risk in this study had no influence on consumer purchase intentions in the online business.

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