THE INFLUENCE OF USER SATISFACTION ON REINTENTION TO USE MEDIATED BY E-TRUST IN SHOPEE ECOMMERCE AMONG MANAGEMENT STUDENTS AT MAKASSAR STATE UNIVERSITY
Keywords:
User satisfaction, E-trust, Reintention to use, Shopee eCommerce, Management students, Makassar State UniversityAbstract
This study examines the relationship between user satisfaction, e-trust, and the intention to reuse Shopee eCommerce among management students at Makassar State University. With the proliferation of online shopping platforms, understanding factors influencing users' intention to continue using specific platforms is crucial for both academic research and practical applications. The theoretical framework is grounded in the Technology Acceptance Model (TAM) and the Trust-Commitment Theory, which posit that user satisfaction and e- trust significantly influence users' behavioral intentions in electronic commerce contexts. Data were collected through a structured questionnaire distributed to a sample of management students who have experience using Shopee eCommerce. Results from the analysis indicate a positive relationship between user satisfaction and the intention to reuse Shopee. Furthermore, e-trust mediates the relationship between user satisfaction and reuse intention, suggesting that trust in the platform acts as a significant mechanism through which user satisfaction translates into continued usage intentions. These findings contribute to both theoretical and practical implications for eCommerce platforms, suggesting strategies to enhance user satisfaction and build trust among users to foster loyalty and repeat usage. Limitations and avenues for future research are also discussed.
Downloads
References
Abdillah, W., & Jannah, H. (2015). Partial least square (PLS): An alternative to structural equation modeling (SEM) in business research. Andi Publisher.
Ahdiat, A. (2024, January 15). 5 E-commerce with the most visitors throughout 2023.
Databoks. Retrieved from https://databoks.katadata.co.id.
Akbar, M. A., & Ananda, S. N. (2020). E-commerce: Theoretical Foundations in Digital Business. Foundation We Write.
Aminsyah, I., & Yulianti, A. L. (2019). The influence of website quality, e-trust, e- satisfaction, and switching barriers on e-loyalty (A study on Itemku.com users). EProceedings of Management, 6(2).
Andika, A., Sari, D. P., & Putra, A. S. (2021). Analysis of student behavior and preferences towards online shopping experiences. Journal of Accounting and Financial Management, 1(1), 1-10
APJII. (2024). APJII Internet Survey 2024. Indonesian Internet Service Providers Association. Diambil pada 3 Desember 2024, dari https://www.apjii.or.id/survei2024
Ardiansyah, M. R. G., & Zuhroh, S. (2024). The influence of ease of use on repurchase intention mediated by trust (A study on marketplace application users). Kompeten: Journal of Economics and Business Science, 2(6), 854–861.
Central Statistics Agency. (2021). E-commerce Statistics 2020. Central Statistics Agency.
Retrieved December 3, 2024, from https://www.bps.go.id
Deprian, A., & Widanti, A. (2024). The Influence of Product Quality, Service Quality, Price, and Brand Image on Shopee Customer Satisfaction. International Journal of Management and Digital Business, 3(2).
Febrianty, P. A. T., Wardana, I. M., Giantari, I. G. A. K., & Ekawati, N. W. (2023). The intention of consumers to repurchase based on consumer trust and satisfaction, the quality of electronic services, and reciprocal relationships. CV. Intelektual Manifes Media.
Ghozali, I., & Latan, H. (2015). Partial least square: Concepts, techniques, and applications using SmartPLS 3.0 program for empirical research (2nd Edition). Publisher: Diponegoro University Press.
Hurriyati, R. (2008). Marketing mix and customer loyalty. Alfabeta.
Kuncoro, M. (2013). Research methods for business and economics: How to research and write a thesis (W. Hardani, Ed.; 4th ed.). Erlangga.
Kusdyah, I. (2012). Price perception, brand perception, value perception, and repurchase intention of health clinic services (Case study of Erha Clinic Surabaya). Journal of Marketing Management, 7(1), 25–32.
Kusnandar, V. B. (2019). Market share (GMV) of ASEAN E-commerce (2015-2025). Katadata. https://databoks.katadata.co.id/datapublishembed/113371/pangsa-
pasar-e-commerce-indonesia-terbesar-di-asean. . Accessed on December 3, 2024.
Leo, A. S. A. (2013). The Influence of Service Quality on Elderly Satisfaction at the Elderly Polyclinic of UPTD Puskesmas Emparu, Sintang Regency. 6(2), 2508– 2517.
Lestari, F. B., & Suasana, I. G. A. K. G. (2024). The role of trust mediates the influence of experience and electronic word of mouth on the intention to reuse BPD Bali mobile banking in Jembrana. Co-Value Journal of Cooperative Economics and Entrepreneurship, 15(1).
Masithoh, M. R., & Widikusyanto, M. W. J. (2017). The influence of customer satisfaction and trust on the intention to repurchase online. Management Science: Unsera Management Journal, 3(1).
Michella, D., & Meilani, Y. F. C. P. (2023). The influence of high performance work practice (HPWP) on job satisfaction at RS XYZ Magelang. JMBI.
Permana, E., Cahyani, D. S., Wijayanti, F., & Syamsurizal, S. (2024). Analysis of Generation Z's satisfaction with e-commerce services. Scientific Journal of Economics, Accounting, and Taxation, 1(2), 337–355. https://doi.org/10.61132/jieap.v1i2.312
Sakinah, N., Nanda, D. M., & Tohiruddin. (2022). Fashion trends among students of Universitas Negeri Surabaya. Proceedings of the National Seminar on Social Sciences (SNIIS) 2022, 1, 32-34.
Saputra, R. P. (2023). Preferences and behaviors in cash and non-cash payments for online shopping. Sang Pencerah Journal, 7(1), 1-10.
Saraswathi, M. K., & Wardana, I. M. (2021). The influence of experience on the intention to reuse with trust as a mediating variable (Study on GrabFood consumers in Denpasar City) (Doctoral dissertation, Udayana University). Repositori Universitas Udayana. (Vol. 2, No. 2, hlm. 293–298).
Siyoto, S., & Ayup, A. (2015). Fundamentals of Research Methodology (1st Edition).
Literas Media Publishing.
Sugiyono. (2017). Quantitative, qualitative, and R&D research methods (2nd ed.). Alfabeta. https://tuxdoc.com/download/metode-penelitian-kuantitatif-kualitatif- dan-r-ampamp-d-prof-dr-sugiyono-2017_p
Sugiyono. (2019). Research and Development (R&D) methods. Alfabeta.
Sumarni, M., & Soeprihanto, J. (2010). Introduction to Business: Fundamentals of Company Economics (5th ed.). Liberty Yogyakarta.
Tang, J., & Liu, H. (2015). Confianza en las redes sociales. Morgan & Claypool Publishers.
Tjiptono, F. (2012). Service Management (4th Edition). Yogyakarta: Andi.
Usadi, M. P. P., & Prayoga, I. M. S. (2023). Analysis of the influence of technology affordance and trust on the intention to reuse live commerce. EMAS, 4(12), 3076–3085.
Wijanto, S. H. (2008). Structural Equation Modeling with LISREL 8.8: Concepts and Tutorial. Yogyakarta: Graha Ilmu.
Wong, J. (2010). Internet marketing for beginners. Jakarta: Elex Media Komputindo.
Zuhro, N. C., Saroh, S., & Krisdianto, D. (2021). The influence of ease of use, experience, and consumer trust on the interest in reusing e-Abdillah,
W., & Jannah, H. (2015). Partial least square (PLS): An alternative to structural equation modeling (SEM) in business research. Andi Publisher.
