IMPACT OF SERVICE QUALITY ON PURCHASE INTENTIONS WITH CONSUMER CONFIDENCE AS MEDIATORS

Autores/as

  • A. B. Wibawa Faculty of Psychology, University Persada Indonesia Y.A.I., Street Pangeran Diponogoro No. 74, Central Jakarta, Indonesia
  • A. P. Utama Faculty of Economic, University Mercubuana, Street Meruya South, West Jakarta, Indonesia
  • Panca Titis Faculty of Psychology, University Borobudur, Street Kali Malang No 1., East Jakarta, Indonesia orcid.org/0000-0002-8195-5882

DOI:

https://doi.org/10.46827/ejmms.v9i1.1734

Palabras clave:

service quality, purchase intention, consumer confidence

Resumo

This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.

 

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Biografía do autor/a

  • Panca Titis, Faculty of Psychology, University Borobudur, Street Kali Malang No 1., East Jakarta, Indonesia orcid.org/0000-0002-8195-5882

    Panca Titis is a Lecturer at Borobudur University in the Faculty of Psychology, academic concentration in industrial and organizational psychology. Research interests in consumer psychology, organizational and developmental psychology.

    ORCID: orcid.org/0000-0002-8195-5882.

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Publicada

2024-06-06

Número

Vol. 9 Núm. 1 (2024)

Sección

Articles