The Influence of Online Reviews, Trust, and Risk Perception on Repurchase Intention on Online Shopping Sites
DOI:
https://doi.org/10.57125/FEL.2024.03.25.07Keywords:
online reviews, trust, risk perception, repurchase intentionAbstract
In this technological era, people look for faster, easier, and cheaper information. Consumers will choose online sales media to find information and carry out transactions. The required information is easily accessible and readily available for consumers to obtain. One of the possible sources of such an information can be obtained from online review media or internet sites in online shopping stores. Therefore, this research aimed to reveal the relationship between online reviews and purchase intention, as well as to evaluate the trust and risk perception variables that mediate the relationship between these two variables. This study focused on individuals between the ages of 18 and 50 who frequently use online shopping platforms like Shopee and Tokopedia. A sample size of 335 individuals was chosen through convenience sampling for this study. Data was primarily collected through a questionnaire. Next, the obtained data was analysed using the SEM approach and with the help of the AMOS—24 data processing program. The research results showed trust's important role in mediating the influence of online reviews on repurchase intention. Meanwhile, the relationship between variables involving perceived risk cannot increase the occurrence of repurchase intention. Therefore, online shopping sites still need to increase efforts to strengthen customer incentives in order to provide good online reviews and foster the trust; online shopping sites also need to increase guarantees of the low risk of errors perceived by customers.
References
Ariffin, S. K., Mohan, T., & Goh, Y. N. (2018). Influence of consumers’ perceived risk on consumers’ online purchase intention. Journal of Research in Interactive Marketing, 12(3), 309–327. https://doi.org/10.1108/JRIM-11-2017-0100
Ceballos, M., Crespo, Á. G., & Cousté, N. L. (2016). Impact of firm-created content on user-generated content: using a new social media monitoring tool to explore twitter. In L. Petruzzellis & R. Winer (Eds.), Rediscovering the essentiality of marketing: Proceedings of the 2015 Academy of marketing science (AMS) World marketing congress (pp. 303–306). Cham: Springer. https://doi.org/10.1007/978-3-319-29877-1_61
Creswell, J. W., & Creswell, J. D. (2018). Research design qualitative, quantitative, and mixed methods approaches (5th ed.). Los Angeles: SAGE Publications.
Ding, Y., Phang, C. W., Lu, X., Tan, C. H., & Sutanto, J. (2014). The role of marketer- and user-generated content in sustaining the growth of a social media brand community. In R. H. Sprague, Jr. (Ed.), Proceedings of the 47th Annual Hawaii international conference on system sciences (pp. 1785–1792). IEEE. https://doi.org/10.1109/HICSS.2014.226
Escobar-Rodríguez, T., & Bonsón-Fernández, R. (2017). Analysing online purchase intention in Spain: Fashion e-Commerce. Information Systems and E-Business Management, 15(3), 599–622. https://doi.org/10.1007/s10257-016-0319-6
Farivar, S., Turel, O., & Yuan, Y. (2017). A trust-risk perspective on social commerce use: An examination of the biasing role of habit. Internet Research, 27(3), 586–607. https://doi.org/10.1108/IntR-06-2016-0175
Forsythe, S., Liu, C., Shannon, D., & Gardner, L. C. (2006). Development of a scale to measure the perceived benefits and risks of online shopping. Journal of Interactive Marketing, 20(2), 55–75. https://doi.org/10.1002/dir.20061
Gibreel, O., Al Otaibi, D. A., & Altmann, J. (2018). Social commerce development in emerging markets. Electronic Commerce Research and Applications, 27, 152–162. https://doi.org/10.1016/j.elerap.2017.12.008
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Gu, H., Zhang, T., Lu, C., & Song, X. (2021). Assessing trust and risk perceptions in the sharing economy: An empirical study. Journal of Management Studies, 58(4), 1002–1032. https://doi.org/10.1111/joms.12678
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (7th ed.). New Jersey: Upper Saddle River.
Hajli, N., Sims, J., Zadeh, A. H., & Richard, M. (2017). A social commerce investigation of the role of trust in a social networking site on purchase intentions. Journal of Business Research, 71, 133–141. https://doi.org/10.1016/j.jbusres.2016.10.004
Hermantoro, M., & Albari. A. (2022). E-servicescape analysis and its effect on perceived value and loyalty on e-commerce online shopping sites in Yogyakarta. International Journal of Business Ecosystem & Strategy, 4(4), 39–49. https://doi.org/10.36096/ijbes.v4i4.354
Huang, W., Schrank, H., & Dubinsky, A. J. (2004). Effect of brand name on consumers’ risk perceptions of online shopping. Journal of Consumer Behaviour, 4(1), 40–50. https://doi.org/10.1002/cb.156
Indiani, N. L. P., Rahyuda, I. K., Yasa, N. N. K., & Sukaatmaja, I. P. G. (2015). Perceived risk and trust as major determinants of actual purchase, transcending the influence of intention. Asean Marketing Journal, 7(1), 1–13. https://repositori.unud.ac.id/protected/storage/upload/repositori/222a4ba566ada299f368feaa7ae43874.pdf
Khasanah, A. U., & Hidayat, A. (2023). The influence of beauty influencers in recommending halal cosmetics: examining their impact on engagement, expected value, and purchase intention. Journal of Economics, Management and Trade, 29(10, 40–49. https://doi.org/10.9734/jemt/2023/v29i101140
Khoirunnisa, D., & Albari, A. (2023). The effect of brand image and product knowledge on purchase intentions with E-WOM as a mediator variable. International Journal of Research in Business and Social Science, 12(1), 80–89. https://doi.org/10.20525/ijrbs.v12i1.2256
Kim, J. (2020). The meaning of numbers: Effect of social media engagement metrics in risk communication. Communication Studies, 72(2), 195–213. https://doi.org/10.1080/10510974.2020.1819842
Langenwalter, G. A. (2020). Enterprise resources planning and beyond: Integrating your entire organization. Florida: CRC Press LLC.
Masoud, E. Y. (2013). The effect of perceived risk on online shopping in Jordan. European Journal of Business and Management, 5(6), 76–88. https://www.iiste.org/Journals/index.php/EJBM/article/view/4689/4768
Mohseni, S., Jayashree, S., Rezaei, S., Kasim, A., & Okumus, F. (2018). Attracting tourists to travel companies’ websites: the structural relationship between website brand, personal value, shopping experience, perceived risk and purchase intention. Current Issues in Tourism, 21(6), 616–645. https://doi.org/10.1080/13683500.2016.1200539
Nopreza, M. A. A., & Sumadi (2022). Determinant factors of repurchase interest of buying fashion products online in e-commerce. Asian Management and Business Review, 2(2), 162–175. https://dx.doi.org/10.20885/AMBR.vol2.iss2art5
Park, J. K., Gunn, F., & Han, S. L. (2012). Multidimensional trust building in e-retailing: Cross-cultural differences in trust formation and implications for perceived risk. Journal of Retailing and Consumer Services, 19(3), 304–312. https://doi.org/10.1016/j.jretconser.2012.03.003
Partawijaya, R., Saufi, A., Suryani, E., & Soesetio, R. R. D. A. (2024). Path analysis using structural equation modelling (SEM) to examine the moderation of product knowledge in the effects of and perceived risk, environmental consciousness, and subjective norm on purchase intention. Futurity Economics & Law, 4(1). 6–21. https://doi.org/10.57125/FEL.2024.03.25.01
Putra, R. U. D., & Adi, I. N. R. (2023). Perception of convenience, trust, service features, risk and interest in using e-money among Denpasar city people. International Journal of Science and Society, 5(5), 939–954. https://ijsoc.goacademica.com/index.php/ijsoc/article/view/960
Rachbini, W. (2018). The impact of consumer trust, perceived risk, perceived benefit on purchase intention and purchase decision. International Journal of Advanced Research, 6(1), 1036–1044. https://doi.org/10.21474/ijar01/6317
Rahman, A., Tanvir Abir, P., Yazdani, D. M. N.-A., Abu Bakar Abdul Hamid, P., & Abdullah Al Mamun, P. (2020). Brand image, eWOM, trust and online purchase intention of digital products among Malaysian consumers. Journal of Xi’an University of Architecture and Technology, 12(3), 4935–4946. http://dx.doi.org/10.37896/JXAT12.03/452
Raman, A., & Don, Y. (2013). Preservice teachers’ acceptance of learning management software: An application of the UTAUT2 model. International Education Studies, 6(7), 157–164. https://doi.org/10.5539/ies.v6n7p157
Salsabila, A., & Albari, A. (2023). Influence of E-wom information on consumers behavior in Instagram social network. Journal of Business and Management Review, 4(3), 196–209. https://doi.org/10.47153/jbmr43.6462023
Siegrist, M. (2019). Trust and risk perception: A critical review of the literature. Risk Analysis, 41(3), 480–490. https://doi.org/10.1111/risa.13325
Siegrist, M., Gutscher, H., & Earle, T. C. (2005). Perception of risk: The influence of general trust, and general confidence. Journal of Risk Research, 8(2), 145–156. https://doi.org/10.1080/1366987032000105315
Singh, J. P., Irani, S., Rana, N. P., Dwivedi, Y. K., Saumya, S., & Kumar R. P. (2017). Predicting the “Helpfulness” of online consumer reviews. Journal of Business Research, 70, 346–355. https://doi.org/10.1016/j.jbusres.2016.08.008
Sutanto, M. A., & Aprianingsih, A. (2016). The effect of online consumer review toward purchase intention: A study in premium cosmetic in Indonesia. In International conference on ethics of business, economics, and social science (pp. 218–230). https://eprints.uny.ac.id/41788/1/18%20Monica%20Adhelia%20Sutanto.pdf
Tahir, D. M., & Khan, M. W. (2020). Online review and customer purchase intention in social e-commerce context: Role of trust as a mediator and source credibility as moderator. KASBIT Business Journal, 13(1), 61–72. https://kasbitoric.com/index.php/kbj/article/view/13
Tardin, M., Pelissari, A.S., & Dazzi Braga, L. (2020). Social media marketing communication. International Journal for Innovation Education and Research, 8(6), 441–457. https://doi.org/10.31686/ijier.vol8.iss6.2438
Ventre, I., & Kolbe, D. (2020). The impact of perceived usefulness of online reviews, trust and perceived risk on online purchase intention in emerging markets : A Mexican perspective. Journal of International Consumer Marketing, 32(4), 287–299. https://doi.org/10.1080/08961530.2020.1712293
Wijaya, R., Farida, N., & Andriyansah. (2018). Determinants of repurchase intentions at online stores in Indonesia. International Journal of E-Business Research, 14(3), 95–111. https://doi.org/10.4018/IJEBR.2018070106
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 authors
This work is licensed under a Creative Commons Attribution 4.0 International License.
