The influence of service quality and customer review on purchasing decisions (Study Case of Shopee Marketplace)
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Published:
Aug 30, 2023
Keywords:
Customer Review, Marketplace, Purchase Decision, Service Quality
Section
Decision Support System
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Abstract
The ease of internet access has changed people's shopping behavior, from shopping directly to the store (Offline) to online at the marketplace. This change in behavior also affects consumer buying decisions. In addition, the inconsistency in the results of research conducted by previous researchers on purchasing decisions is the background of this thesis with the aim of answering the formulation of problems regarding the effect of service quality and customer reviews on purchasing decisions in the shopee marketplace. The method used in this research is quantitative method. The technique used for sampling Purposive sampling, because the population is unknown, using the Rao Purba Formula with a sample of 97 respondents. Data was collected through distributing questionnaires online using google form. The results showed that service quality and customer review partially had a positive effect on purchasing decisions. And the results show that service quality and customer review have a significant effect simultaneously or together on purchasing decisions.
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How to Cite
Hardja, R. and Adi Yadnya, I. D. G. S. (2023) “The influence of service quality and customer review on purchasing decisions (Study Case of Shopee Marketplace)”, Jurnal Mantik, 7(2), pp. 755-764. doi: 10.35335/mantik.v7i2.3898.
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Achmad, W. (2023). MSMEs Empowerment through Digital Innovation: The Key to Success of E-Commerce in Indonesia. Daengku: Journal of Humanities and Social Sciences Innovation, 3(3).
Chong, D., & Ali, H. (2022). LITERATURE REVIEW: COMPETITIVE STRATEGY, COMPETITIVE ADVANTAGES, AND MARKETING PERFORMANCE ON E-COMMERCE SHOPEE INDONESIA. Dinasti International Journal of Digital Business Management, 3(2), 299–309.
Firmansyah, A. (2017). Kajian kendala implementasi e-commerce di Indonesia. Jurnal Masyarakat Telematika Dan Informasi, 8(2), 127–136.
Kerketta, C. S., Chhanwal, H., Garg, R., & Diwan, R. (2023). Impact on awareness and knowledge of resuscitation by structured training of compression-only life support (COLS) among non-medical staff. Indian Journal of Anaesthesia, 67(Suppl 1), S48.
Khalid, K., Abdullah, H. H., & Kumar M, D. (2012). Get along with quantitative research process. International Journal of Research in Management, 2(2), 15–29.
Kostyra, D. S., Reiner, J., Natter, M., & Klapper, D. (2016). Decomposing the effects of online customer reviews on brand, price, and product attributes. International Journal of Research in Marketing, 33(1), 11–26.
Lee, J., Park, D.-H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341–352.
Lin, Y., Luo, J., Zhou, L., Ieromonachou, P., Huang, L., Cai, S., & Ma, S. (2014). The impacts of service quality and customer satisfaction in the e-commerce context. 2014 11th International Conference on Service Systems and Service Management (ICSSSM), 1–6.
Maulani, M., Ryansyah, M., & Wahid, B. A. (2021). Sales Information System Women’s Clothes Based on E-Commerce. Jurnal Mantik, 5(1), 191–196.
Motoh, J., Pelenkahu, N., & Rorintulus, O. A. (2023). THE CORRELATION BETWEEN ENGLISH LISTENING HABIT AND VOCABULAARY MASTERY AT SMA KATOLIK St. FX KEMA. JoTELL: Journal of Teaching English, Linguistics, and Literature, 2(6), 766–774.
Oktaviannur, M., Redaputri, A. P., Ayunara, M., Dunan, H., & Jayasinga, H. I. (2020). Analysis Of Business Strategy Decision Making In Increasing Sales Of Waroeng Steak and Shake Bandar Lampung. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(03).
Palupi, R. (2014). Hubungan Antara Motivasi Belajar Dan Persepsi Siswa Terhadap Kinerja Guru Dalam Mengelola Kegiatan Belajar Dengan Hasil Belajar IPA Siswa Kelas VIII Di SMPN N 1 Pacitan. Jurnal Teknologi Pendidikan Dan Pembelajaran, 2(2).
Pasaribu, F., Sari, W., Bulan, T., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077–1084.
Pratama, G. (2020). Analisis Transaksi Jual Beli online Melalui Website Marketplace Shopee Menurut Konsep Bisnis di Masa Pandemic Covid 19. Ecopreneur: Jurnal Program Studi Ekonomi Syariah, 1(2), 21–34.
Putri, W. H., & Suryani, W. (2023). Pengaruh Daya Tarik Iklan Dan Online Customer Review Terhadap Minat Beli Pada Masyarakat Pengguna Aplikasi Shopee Di Kecamatan Percut Sei Tuan. Jurnal Ilmiah Manajemen Dan Bisnis (JIMBI), 4(1), 83–90.
Sabuhari, R., Sudiro, A., Irawanto, D. W., & Rahayu, M. (2020). The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance. Management Science Letters, 10(8). https://doi.org/10.5267/j.msl.2020.1.001
Schoenfeld, D. A. (1983). Sample-size formula for the proportional-hazards regression model. Biometrics, 499–503.
Subchan, M., & Setiadi, D. (2020). Information System For Sale Of Muslim Clothes Based On E-Commerce Technology: Information System For Sale Of Muslim Clothes Based On E-Commerce Technology. Jurnal Mantik, 4(1), 311–318.
Sudirjo, F., Ratnawati, R., Hadiyati, R., Sutaguna, I. N. T., & Yusuf, M. (2023). THE INFLUENCE OF ONLINE CUSTOMER REVIEWS AND E-SERVICE QUALITY ON BUYING DECISIONS IN ELECTRONIC COMMERCE. Journal of Management and Creative Business, 1(2), 156–181.
Sutrisno, S., Karyono, K., & Sawir, M. (2023). Analysis Of Work Attitudes And Work Discipline On Work Productivity. Jurnal Ekonomi, 12(01), 54–58.
YESSY, A., & Rahayu, A. (2019). ANALISIS KESUKSESAN SISTEM INFORMASI MANAJEMEN NIKAH (SIMKAH) PADA KANTOR URUSAN AGAMA KOTA PALEMBANG. Universitas Bina Darma.
Yusup, F. (2018). Uji validitas dan reliabilitas instrumen penelitian kuantitatif. Tarbiyah: Jurnal Ilmiah Kependidikan, 7(1).
Zhang, J.-Y., Wang, Y., Wan, B.-J., Qi, L.-H., Shu, T., & Feng, Z.-C. (2023). Clinicians’ response ability for public health emergencies: a questionnaire development and validation study. Journal of Public Health, 1–7.
Zulafa, N. N. (2023). PENGARUH GREEN LIVING, GREEN PRODUCT DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN STAINLESS STRAW PADA GENERASI MILENIAL KOTA PEKALONGAN. Universitas Pekalongan.
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