The Influence of E-Service Quality, Information Quality and Trust on Purchasing Decisions and their Implications for Customer Satisfaction

Abstract

The purpose of this study was to determine the effect of e-service quality, information quality, trust on customer satisfaction through purchasing decisions at Shopee onlineshop in the Jakarta area. The sample of this study were consumers who had shopped online at Shopee in the Jakarta area, totaling 205 people. The analysis technique in this study used Structural Equation Model (SEM) analysis with SmartPLS 3.0. The results showed that e-service quality, information quality, and trust on customer satisfaction. Purchasing decisions mediate the effect of e-service quality, information quality, and trust on customer satisfaction. The R Square value for the purchasing decision variable obtained is 0.421 or 42.1%. These results indicate that E-service quality, information quality and trust together have an influence of 42.1% on purchasing decisions, while as much as (1-R Square) the remaining 57.9% is the contribution of the influence provided by other factors not examined. The R Square value for the customer satisfaction variable obtained is 0.829 or 82.9%. These results indicate that e-service quality, information quality, trust and purchasing decisions. Customer satisfaction together have an influence of 82.9% on customer satisfaction, while as much as (1-R Square) 17.1% of the rest is the contribution of the influence given by other factors not studied