JEFMS Journal

Google Scholar

Article Pdf

---

ABSTRACT:

Merchants and sites that promote online businesses may face challenges in how to satisfy different online buyers. This research implies the organism-response (SOR) theory of stimuli, stimuli are considered as cognitive and affective reactions are organisms that measure online services and experiences in online purchases. This research is considered very important because the issue raised is how service failure, namely trust, is a phenomenon that is often heard about in this business. This research distributed 150 online questionnaires to a random sample of volunteers who had substantial online shopping experience from 15 provinces in Indonesia. The research results show that trust mediates the influence of experience quality on online buyers' behavioral intentions. The quality of experience directly influences behavioral intentions. For further research, other mediating variables need to be developed which are considered to support stimuli such as emotions and satisfaction. Big data is needed in consumer behavior segmentation.

KEYWORDS:

Trust, Experiential Quality, Behavior Intention

REFERENCES:

1)Brady, M. K., dan Cronin, J. J. 2001. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing. Vol. 65, No.03.

2) Brady, M. K., dan Robertson, C, J. 2001. Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business Research. Vol.51, No.01.

3) Chen, C.-F., dan Chen, P.-C. 2010. Resident attitudes toward heritage tourism development. Tourism Geographies. Vol.12, No.04.

4) Chang, H, H., dan Wang, H, W. 2008. The Relationships Among E-Service Quality, Value, Satisfaction and Loyalty in Daring Shopping. European Advances in Consumer Research. Vol. 8.

5) Cooper, D. R., dan Schindler, P. S., 2006. Business Research Methods. Nine Edition. McGraw-Hill/Irwin, New York, NY 10020.

6) Crompton, J. L., dan Love, L. L. 1995. The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research. Vol.34, No.01.

7) Dharmmesta, B. S., dan Handoko, T. H. 2008. Manajemen pemasaran analisis perilaku konsumen. Edisi Pertama. Cetakan Keempat. Penerbit BPFE, Yogyakarta.

8) Fishbein, M. dan Ajzen, I. 1975. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.

9) Hayes, A, F. 2018. Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach (Methodology in the Social Sciences) (2nd ed.). New York, NY: The Guilford Press

10) Higgs, S 2015, 'Social norms and their influence on eating behaviours', Appetite, vol. 86, pp. 38-44. https://doi.org/10.1016/j.appet.2014.10.021.

11) Jaccard, J., dan Raja, G. W. (1977). THE RELATION BETWEEN BEHAVIORAL INTENTIONS AND BELIEFS: A PROBABILISTIC MODEL 1. Human Communication Research. Vol. 03, No.04.

12) Lien, C., Wen, M., dan Wu, C. 2011, Investigating the Relationships among E-Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions in Taiwanese Daring Shopping. Asia Pasific Management Review. Vol. 16, No. 3.

13) Parasuraman, A., Zeithaml, V, A., Berry, L, L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing. Vol.49, No.04.

14) Patcheep, K. 2015. Factors influencing urban adolescents’ eating behavior, Ratchaburi Province, Thailand: An application of the theory of planned behavior. Journal of Health Research, 29 (6), 441–447. https://doi.org/10.14456/jhr.2015.37.

15) Saha, G, C., dan Theingi. 2009. Service quality, satisfaction, and behavioural intentions. Managing Service Quality: An International Journal. Vol.19, No.03.

16) Sekaran, U. 2006. Research Methods for Bussiness. New York: John Wiley dan Son Inc.

17) Varshneya, G., dan Das, G. 2017. Experiential value: Multi-item scale development and validation. Journal of Retailing and Consumer Services. Vol. 34.

18) Wu, H, C.,dan Ai, C,H .2016. Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal of Hospitality and Tourism Management. Vol. 29.

19) Wu, H, C., Cheng, C, C., dan Ai, C, H. 2018. An empirical analysis of green switching intentions in the airline industry. Journal Environment Planning Management. Vol.61, No.08.

20) Wu, H, C., Cheng, C, C., dan Ai, C, H.. 2018. A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Management. Vol.66. https://doi.org/10.1016/j.tourman.2017.12.011.

21) Wu, H, C., dan Li, T. 2015. An empirical study of the effects of service quality, visitor satisfaction, and emotions on behavioral intentions of visitors to the museums of Macau. Journal of Quality Assurance in Hospitality & Tourism.Vo, 16. No, 1.

22) Wu, H, C., Wong, W, C, J., dan Cheng, C, C. 2014. An empirical study of behavioralintentions in the food festival: the case of Macau. Asia Pacific Journal of TourismResearch. Vol. 19, No. 11.

23) Zeithaml, V. A., Berry, L. L., dan Parasuraman, A. 1996. The behavioral consequences of service quality. Journal of Marketing. Vol. 60, No, 2.