Hubungan Kualitas Informasi dan Keamanan Situs terhadap Niat Pembelian Ulang Pengguna Mobile Commerce Shopee dengan Kepuasan Konsumen sebagai Mediator

Redina Gabry Angelia Sembiring; Honey Wahyuni Sugiharto Elgeka

doi:10.22146/gamajop.75290

Hubungan Kualitas Informasi dan Keamanan Situs terhadap Niat Pembelian Ulang Pengguna Mobile Commerce Shopee dengan Kepuasan Konsumen sebagai Mediator

Redina Gabry Angelia Sembiring, Honey Wahyuni Sugiharto Elgeka

(Submitted 9 June 2022)

(Published 28 October 2022)

Abstract

Persyaratan dasar aplikasi belanja online antara lain menyediakan informasi yang berkualitas dan keamanan aplikasi bagi penggunanya. Inovasi teknologi saat ini menggunakan mobile phone atau disebut mobile commerce (m-commerce) untuk akses dalam berbelanja online. Shopee sebagai salah satu m-commerce ternama, berupaya memberikan beragam akses informasi dan meningkatkan tingkat keamanan aplikasi untuk menjaga kepuasan penggunanya. Kepuasan atas pelayanan yang diberikan m-commerce dapat memicu pembelian ulang pengguna. Penelitian ini bertujuan untuk menguji hubungan antara kualitas informasi atau keamanan aplikasi terhadap niat pembelian ulang pengguna Shopee dengan mediator kepuasan konsumen. Metode penelitian kuantitatif survei dengan 272 subjek konsumen Shopee yang dipilih menggunakan teknik accidental sampling. Data dianalisis menggunakan program Process Hayes model 4. Hasil penelitian menunjukkan kepuasan konsumen memediasi hubungan kualitas informasi dan niat pembelian ulang (β=0,0596; CI=0,03, 0,09). Sementara itu, mediator kepuasan konsumen memediasi hubungan keamanan aplikasi dan niat pembelian ulang (β=0,2408; CI=0,16, 0,34). Dapat disimpulkan bahwa perasaan puas atas layanan informasi yang relevan dan keamanan aplikasi dapat membentuk niat konsumen membeli di aplikasi yang sama.

Keywords

keamanan aplikasi; kepuasan konsumen; kualitas informasi; niat pembelian ulangapplication security; customer satisfaction; information quality; repurchase intention

Full Text: PDF

DOI: 10.22146/gamajop.75290

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