Analisis Pengaruh Website Design, Reliability, Responsiveness, Trust, Personalization dan Perceived Risk Terhadap Purchase Intentions dengan Customer Satisfaction dan Overall Service Quality Sebagai Variabel Intervening

Wijaya, Willy (2011) Analisis Pengaruh Website Design, Reliability, Responsiveness, Trust, Personalization dan Perceived Risk Terhadap Purchase Intentions dengan Customer Satisfaction dan Overall Service Quality Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This study aims to explain the factors that influence purchase intentions. Factors that influence purchase intentions include website design factor, reliability factor, responsiveness factor, trust factor, personalization factor and perceived risk factor. By using the people of Batam has ever shopped online airline tickets through the website as a sample of primary research and collect data by distributing 220 questionnaires to purposive sampling. The data obtained werw tested using simple regression test to analyze the relationship between website design variable, reliability variable, responsiveness variable, trust variable, personalization variable and perceived risk as independent variables and purchase intentions as dependent variable and overall service quality variable and customer satisfaction as an intervening variable. The result showed that the website design, reliability, responsiveness, trust has a significant effect on overall service quality and customer satisfaction, while personalization has an influence on the overall service quality but customer satisfaction is not. Another result is overall service quality and customer satisfaction has a significant influence on purchase intentions. In addition, perceived risk has a significant and negative effect on purchase intentions. Keywords: website design, reliability, responsiveness, trust, personalization, overall service quality, customer satisfaction, purchase intentions.

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