Abstract
CONSUMER TRUST AS A MEDIATING VARIABLE OF THE EFFECT OF CUSTOMER SATISFACTION ON REPURCHASE INTENTION IN “X” ONLINE STORE
Highlights
The application of information technology in the online shopping sector in Indonesia is very rapid, causing numbers of malls, shops, retail stores, and other shopping centers slowly declining, not on the basis of declining purchasing power but on the pattern shift in transactions where people began to do it online (Nuraini and Evianah, 2019)
The obstacle in the online shopping business for business actors is to instill a sense of consumer trust, because there are still many consumers who do not believe in online-based shopping, only buyers who have trust will dare to make transactions through internet media, one of which is shown by providing rating and review values. on online stores when making online purchase transactions, where ratings and reviews will determine and can influence the trust of other consumers in online purchase transactions at the store
Characteristics based on occupation with the largest number of respondents were in the group with private employees, as many as 80 people (53.3%)
Summary
The application of information technology in the online shopping sector in Indonesia is very rapid, causing numbers of malls, shops, retail stores, and other shopping centers slowly declining, not on the basis of declining purchasing power but on the pattern shift in transactions where people began to do it online (Nuraini and Evianah, 2019). One of the online shopping stores in Bali is Toko Online 'X' which sells products through the marketplace and has received a rating of 4.9/5 on Tokopedia and Shopee Each month shows an increase and decrease in numbers This shows a lack of customer trust and repurchase intention at online store 'X'. According to research from Juniwati (2015) that satisfaction with online shopping does not have a significant effect on consumers in making and online repurchase intentions on clothing products. Trust is a cumulative process that develops during repeated satisfying interactions between customers and sellers
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