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The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction

Received: 25 July 2020     Accepted: 5 August 2020     Published: 19 August 2020
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Abstract

The research objective is to determine the purchase decisions and customer satisfaction that are directly affected by onvenience and Trust, Customer Satisfaction that is directly affected by Purchase Decisions, and Customer Satisfaction that is indirectly affected by Convenience and Trust through Purchase Decisions. This research uses quantitative approach by collecting data through questionnaires. Population in this research are Shopee users in Bogor. Retrieval sample uses purposive sampling method with criteria of at least has purchased one time of something in Shopee Marketplace. Starting with the samples of 203 respondents and using SEM (Structural Equation Modeling) with outlier test, normality test, construct reliability test, multi collinearity test, singularity test and discriminant validity test. The results of all tests that have been done get results in accordance with the conditions set in this study. Research indicates that there is a direct positive influence of Convenience toward the purchase decisions (γ11= 0,743), Trust toward the customer satisfaction (γ22= 0,317), and purchase decisions toward customer satisfaction (β21= 0,554). There is indirect positive influence of Convenience toward Customer Satisfaction through Purchase Decisions (β21+ γ11=0,412). Moreover there is not any effect of Trust to the purchase decisions, Convenience to the customer satisfaction, and Trust to Customer Satisfaction through purchase decisions.

Published in International Journal of Business and Economics Research (Volume 9, Issue 4)
DOI 10.11648/j.ijber.20200904.23
Page(s) 263-269
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2020. Published by Science Publishing Group

Keywords

Convenience, Trust, Purchase Decision, Customer Satisfaction

References
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[4] Dewi, W. S., Hasiolan, L. B. & Minarsih, M. M. (2016). Pengaruh Kualitas Produk, Kepercayaan tehadap Keputusan Pembelin Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Journal of Management, 2 (2).
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[12] Kwek, C., Tan, H & Lau, T. C. (2010). Investigating the Shopping Orientations on Online Purchase Intention in the e-Commerce Environment: A Malaysian Study. Journal of Internet Banking and Commerce, 15 (2), 1-22. http://www.arraydev.com/commerce/jibc/
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Cite This Article
  • APA Style

    Ismulyana Djan, Siti Rubbiah Adawiyyah. (2020). The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction. International Journal of Business and Economics Research, 9(4), 263-269. https://doi.org/10.11648/j.ijber.20200904.23

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    ACS Style

    Ismulyana Djan; Siti Rubbiah Adawiyyah. The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction. Int. J. Bus. Econ. Res. 2020, 9(4), 263-269. doi: 10.11648/j.ijber.20200904.23

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    AMA Style

    Ismulyana Djan, Siti Rubbiah Adawiyyah. The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction. Int J Bus Econ Res. 2020;9(4):263-269. doi: 10.11648/j.ijber.20200904.23

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  • @article{10.11648/j.ijber.20200904.23,
      author = {Ismulyana Djan and Siti Rubbiah Adawiyyah},
      title = {The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction},
      journal = {International Journal of Business and Economics Research},
      volume = {9},
      number = {4},
      pages = {263-269},
      doi = {10.11648/j.ijber.20200904.23},
      url = {https://doi.org/10.11648/j.ijber.20200904.23},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20200904.23},
      abstract = {The research objective is to determine the purchase decisions and customer satisfaction that are directly affected by onvenience and Trust, Customer Satisfaction that is directly affected by Purchase Decisions, and Customer Satisfaction that is indirectly affected by Convenience and Trust through Purchase Decisions. This research uses quantitative approach by collecting data through questionnaires. Population in this research are Shopee users in Bogor. Retrieval sample uses purposive sampling method with criteria of at least has purchased one time of something in Shopee Marketplace. Starting with the samples of 203 respondents and using SEM (Structural Equation Modeling) with outlier test, normality test, construct reliability test, multi collinearity test, singularity test and discriminant validity test. The results of all tests that have been done get results in accordance with the conditions set in this study. Research indicates that there is a direct positive influence of Convenience toward the purchase decisions (γ11= 0,743), Trust toward the customer satisfaction (γ22= 0,317), and purchase decisions toward customer satisfaction (β21= 0,554). There is indirect positive influence of Convenience toward Customer Satisfaction through Purchase Decisions (β21+ γ11=0,412). Moreover there is not any effect of Trust to the purchase decisions, Convenience to the customer satisfaction, and Trust to Customer Satisfaction through purchase decisions.},
     year = {2020}
    }
    

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  • TY  - JOUR
    T1  - The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction
    AU  - Ismulyana Djan
    AU  - Siti Rubbiah Adawiyyah
    Y1  - 2020/08/19
    PY  - 2020
    N1  - https://doi.org/10.11648/j.ijber.20200904.23
    DO  - 10.11648/j.ijber.20200904.23
    T2  - International Journal of Business and Economics Research
    JF  - International Journal of Business and Economics Research
    JO  - International Journal of Business and Economics Research
    SP  - 263
    EP  - 269
    PB  - Science Publishing Group
    SN  - 2328-756X
    UR  - https://doi.org/10.11648/j.ijber.20200904.23
    AB  - The research objective is to determine the purchase decisions and customer satisfaction that are directly affected by onvenience and Trust, Customer Satisfaction that is directly affected by Purchase Decisions, and Customer Satisfaction that is indirectly affected by Convenience and Trust through Purchase Decisions. This research uses quantitative approach by collecting data through questionnaires. Population in this research are Shopee users in Bogor. Retrieval sample uses purposive sampling method with criteria of at least has purchased one time of something in Shopee Marketplace. Starting with the samples of 203 respondents and using SEM (Structural Equation Modeling) with outlier test, normality test, construct reliability test, multi collinearity test, singularity test and discriminant validity test. The results of all tests that have been done get results in accordance with the conditions set in this study. Research indicates that there is a direct positive influence of Convenience toward the purchase decisions (γ11= 0,743), Trust toward the customer satisfaction (γ22= 0,317), and purchase decisions toward customer satisfaction (β21= 0,554). There is indirect positive influence of Convenience toward Customer Satisfaction through Purchase Decisions (β21+ γ11=0,412). Moreover there is not any effect of Trust to the purchase decisions, Convenience to the customer satisfaction, and Trust to Customer Satisfaction through purchase decisions.
    VL  - 9
    IS  - 4
    ER  - 

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Author Information
  • Department of Management, Faculty of Economics and Business, University of Binaniaga Indonesia, Bogor, Indonesia

  • Department of Management, Faculty of Economics and Business, University of Binaniaga Indonesia, Bogor, Indonesia

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