NIAT MEMBELI DAN ELECTRONIC WORD OF MOUTH DI SITUS JEJARING SOSIAL: PENGUJIAN TERHADAP KUALITAS SITUS WEB, KEAMANAN BERTRANSAKSI, REPUTASI PERSEPSIAN, NORMA SUBYEKTIF DAN KEPERCAYAAN
DOI:
https://doi.org/10.35591/wahana.v18i2.107Abstract
This research is supported by the emergence of the phenomenon of online communities that become a popular online place for users to search for and gather information about online shopping experiences through online shop or social networking site that aimed to reduce the risk of their transaction. The purpose of this research is to show empirical evidence about the influence of the quality of website, transaction safety, and subjective norm toward purchase intention and electronic word of mouth behavior with mediated of trust and perceived reputation in social networking site. From online survey that conducted we obtain 430 respondents of Facebook users account in Indonesia, and then processed using structural equation modeling (SEM) with the help of the application of Amos 22. Statistical analysis showed that 11 hypothesis that proposed existed four hypothesis unsupported, that is influence of the system quality to perceived reputation, the information quality to trust, the system quality to trust and the perceived reputation to shopping intention. In generally, this research is predicted online consumers behavior in the social networking site with regard to their activities to shopping online, especially about shopping intention and electronic wordof-mouth.
Keywords: Social Commerce (S-commerce), Theory of Reasoned Action (TRA), Information Quality, System Quality, Transaction Safety, Perceived Reputation, Trust, Subjective Norms, Shopping Intention, electronic Word-of-Mouth (eWOM), Structural Equation Modeling (SEM).
Downloads
References
Ahituv, Niv. (1980). A Systematic Approach Toward Assuring the Value of an Information System. MIS Quarterly, Vol.4, No. 4, pp. 61-75.
Alcaniz, E.B., C.R. Mafe, J.A. Manzano, dan S.S. Blas, (2008)., “ Influence of online information dependency and innovativeness on internet shopping adoptionâ€, Online Information Review, Vol. 32, No. 5, pp. 648-667.
Al-kasasbeh, MM., Dasgupta, S., Al-faouri, A.H. (2011). Factors Affecting Eservice Satisfaction.Communication of the IBIMA.
Ajzen, I., & Fishbein, M. (1980). Understanding Attitude and Predicting Social Behavior.NJ, Englewood Cliffs: Prentice-Hall, Inc.
Ajzen, I, (1991).The Theory of Planned Behavior.Organizational Behavior and Human Decision Processes, Vol.50, pp.179-211.
Anderson, E., Weitz, B. (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science, Vol.8, No.4, pp. 310-323.
Anderson, E and Weitz, B. (1992).The Use of Pledges to Build and Sustain Commitment in Distribution Channels.Journal of Marketing Research, No. 29, pp.18-34.
Anderson, E.W. (1998). Customer satisfaction and word of mouth’’, Journal of Service Research, Vol. 1, pp. 5-17.
Armida, E. E., & Park, Jungkun. (2006). ETrust For Mexican Consumers: Empirical Investigation for Three Dimensions. Advances in Consumer Research – Latin American Conference Proceedings, Vol.1, pp. 49-52, 4p.
APJII (2012).Profil Pengguna Internet Indonesia. Jakarta: Asosiasi Penyelenggara Jasa Internet Indonesia.
Assael, H. (1998). Consumer Behavior and Marketing Action 6th edition. New York : International Thomson Publishing.
Ba, S., and Pavlou, P. A. (2002). Evidence of the effect of trust building technology in electronic markets: price premium and buyer behavior, MIS Quarterly, Vol. 26, No.3, pp. 243-268.
Bagozzi, R. P., & Moore, D. J. (1994). Public service advertisements: Emotions and empathy guide prosocial behavior. Journal of Marketing, Vol. 58, pp. 5670.
Bansal, G., and Chen, L. (2011). If they trust our e-commerce site, will they trust our social commerce site too? Differentiating the trust in e-commerce and s-commerce: the moderating role of privacy and security concerns, Association for Information Systems Electronic Library (AISeL), MWAIS proceedings.
Bearden, W.O., Netemeyer, R. G., and Teel, J. E. (1989).Measurement of Consumer Susceptibility to Interpersonal Influence.Journal of Consumer Research, Vol. 15, No. 4, pp. 473-481.
Bei, L. T., Chen, E. Y., & Widdows, R. (2004). Consumers’ online information search behavior and the phenomenon of search and experience products. Journal of Family and Economic Issues, Vol. 25, No.4, pp. 449-467.
Bennett, R.; and Kottasz, R. (2000).Practitioners perceptions of corporate reputation: An empirical investigation, Corporate Communications: An International Journal, Vol.5, No. 4, pp. 224-234.
Bhattacherjee, A. (2000). Acceptance of Internet Applications Services: The Case of Electronic Brokerages. IEEE Transactions on System, Man and Cybernetics-Part A: Systems and Humans, Vol. 30, pp. 411-420.
Bickart, B., and Schindler, R. (2001). Internet forums as influential sources of consumer information. Journal of
Interactive Marketing, Vol. 15, No. 3, pp. 31-40.
Bickart, B. (2002). Expanding the scope of word of mouth : Consumer-toconsumer information on the internet. Advances in Consumer Research, Vol.29, No.1, pp.428-430.
Boyd, d.m, & Ellison, N.B. (2007). Social network sites : Definition, history, and scholarship. Journal of ComputerMediated Communication, Vol.13, No.1, article 11.
Brown, J. J. and Reingen, P. H. (1987).Social Ties and Word-of-Mouth Referral Behavior.Journal of Consumer Research, Vol. 14, pp. 350-362.
Casalo, L., Flavian, C., & Guinaliu, M. (2007). The impact of participation in virtual brand communities on consumer trust and loyalty: the case of free software. Online Information Review, Vol.31, No.6, pp.775-792.
Chang, H.H., and Liu, Y.M. (2009). The impact of brand equity on brand preference and purchase intentions in the service industries. The Service Industries Journal, Vol.29, No.12, pp. 1687-1706.
Chatterjee, P. (2001). Online reviews: do consumers use them?. Advances in Consumer Research, Vol. 28, pp.129133.
Chen, S. J., & Chang, T.Z. (2003), “ A descriptive model of online shopping process: some empirical results†International Journal of Service Industry Management, Vol.14, No.5, pp. 556-569.
Chen, Wei-An. (2007). The Study of Website’s Trust Transference to User’s Purchase Intention-A Case Study of Blog. http://ethesys.lib.ccu.edu.tw/ETD -db/ETD-search/view_etd?URN=etd
Cheng, Hsiu-Hua., & Huang, Shih-Wei. (2013). Exploring antecedents and consequence of online group-buying intention: An extended perspective on theory of planned behavior.International Journal of Information Management, Vol. 13, pp. 185-198.
Chiu, Hung-Chang., Hsieh, Yi-Ching., & Kao, Ching-Yi. (2005). Website Quality and Customer’s Behavioural Intention: An Exploratory Study of the Role of Information Asymmetry. Total Quality Management, Vol. 16, No. 2, pp. 185197.
Cooper, D. R., & Schindler, P.S., (2006). Bussiness Research Methods. Eight Edition. McGraw-Hill, New York.
Davidon, M. (2003). Have You Heard The Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchaxe Intentions Folowing Complaint Handling.Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.Vol.16, pp.67-79.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, Vol.13, No. 3, pp. 319340.
Davis, F., Bagozzi, R., & Warshaw, P. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management Science, Vol. 35, No. 8, pp. 982-1003.
DeLone, W.H. dan McLean, E.R. (1992). Information systems success: the quest for the dependent variable. Information Systems Research, Vol. 3, pp. 60-95.
Delafrooz, N.; Paim, K.H.J. & Khatibi, A. (2011).A Research Modeling to Understand Online Shopping Intention.Australian Journal of Basic and Applied Science, Vol. 5, no. 5, pp. 70-77.
Donney, P.M., and Cannon, J.P.(1997), An Examination of the nature of trust in buyer-seller relationships. Journal of Marketing, Vol. 61, No. 1, pp. 35-51.
Doolin, B., Dillon, S., Thompson, F. and Corner, J. L. (2005). Perceived risk, the internet shopping experience and online purchasing behavior: a new Zealand perspective, Journal of global information management, Vol. 13, No. 2, pp. 66-88.
Duan, W., Gu, B., & Whinston, A. B. (2008). The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry. Journal of Retailing, Vol. 84, No. 2, pp. 233-242.
Dunn, J. R. (2007). Reputation and trust: A multidimensional perspective. Fourth Workshop on Trust Within and Between Organizations. Vu University, Amsterdam, the Netherlands.
Erdem, Tulin, Swait dan Loviere. (2002). The Impact of Brand Credibility on Consumer Price Sensitivity. International Journal in Marketing, Vol 19. Pp. 235-255.
Fang, Y. H, Chiu, C.M, dan Wang, E. T.G. (2011). Understanding customers satisfaction and repurchase intentions an integration of IS success model, trust, and justice. Journal of Internet Research. Vol. 21, No. 4, pp. 479-503.
Fagerstrom, A., & Ghinea, G. (2011). On the motivating impact of price and online recommendations at the point of online purchase. International Journal of Information Management, Vol. 31, pp. 103-110.
Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: an Introduction to Theory and Research.New York: Addison-Wesley.
Fung, R., and Lee, M.(1999). EC-Trust (trust in electronic commerce): Exploring the antecendent factors. In Proceedings of Information Systems Americas Conference Milwaukee, Wisconsin, USA.
Fuller, M. A., Serva, M. A., & Benamati, John. (2007). Seeing Is Believing: The Transitory Influence of Reputation Information on E-Commerce Trust and Decision Making. Journal Compilation, Vol. 38, No. 4.
Furnel, S.M., Kaweni, T. (1999) Security Implications of Electronic Commerce: A Survey of Consumer and Business. Electronic Networking Applications and Policy.
Freeze, T., Alshare, K., Lane, P., Wen, J. (2010). IS Success Model in ELearning Context Based on Students’ Perceptions. Journal of Information Systems Education, Vol. 21, pp. 173184.
Ganesan, Shankar (1994). Determinants of Long-Term Orientation in BuyerSellerRelationships, Journal of Marketing, Vol.58, pp.1-19.
Gefen, D., Silver. M,. (1999). Lesson Learned From The Successful Adoptio of On ERP System. Proceeding of the proceeding of the 5th International Conference of The Decision Sciences Institute. Athens, Greece, pp.10541057.
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega: The International Journal of Management Science, Vol.28, No.6, pp.725-737.
Gefen, D., Karahanna, E., & Straub, D.W. (2003). Trust and TAM in Online Shopping: An Integrated Model. MIS Quarterly, Vol.27, No.1, pp.51-90.
Giffin. K,. (1967). The Contribution of Studies of Source Credibility to a Theory of Interpersonal trust in the communication process, Psychological Bulletin. pp.104-120.
Gillette, C.P. (2002). Reputation and Intermediaries in Electronic Commerce. Working Paper #CLB-02002. Artikel diunduh dari http://papers.ssrn.com/abstract=30 8440. Gudono. (2012) .Analisis Data Multivariat. BPFE, Yogyakarta, pp.242-254.
Graay, E.R.; and Balmer, J.M.T. (1998).Managing corporate image and corporate reputation.Long Range Planning, Vol. 31, No.5, pp. 695-702.
Gregg, Dawn G., Steven, Walczak. (2010). The relationship between website quality, trust and price premiums at online auctions. Electron Commerces, Vol. 10, pp. 1-10.
Hartono, J. (2004). Metode Penelitian Bisnis : Salah Kaprah dan Pengalaman Pengalaman. Yogyakarta: BPFE
Hartono, J. (2007a). Sistem Informasi Keprilakuan. Edisi Revisi. Yogyakarta : Andi.
________. (2007b). Model Kesuksesan Sistem Teknologi Informasi.Yogyakarta : Andi
________. (2008). Metode Penelitian Sistem Informasi. Yogyakarta : Andi.
________. (2009). Pedoman Survei Kueioner : Mengembangkan Kuesioner, Mengatasi Bias dan Meningkatkan Respon. Yogyakarta: BPFE.
________. (2013). Sistem Teknologi Informasi Bisnis: Pendekatan Strategis. Jakarta: Salemba Empat.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis A Global Perspective 7th edition. Pearson Education Inc
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate them selves on the Internet? Journal of Interactive Marketing, Vol.18, No.1, pp. 38-52.
Hess, R.L. (2008), The impact of ï¬rm reputation and failure severity on customers’ responses to servicefailures. Journal of Services Marketing, Vol. 22 No. 5, pp. 385-98.
Hong and Youl, Ha. (2004). Factors influencing consumer perceptions of brand trust online. Journal of Product and Brand Management, Vol. 13, No. 5, pp. 329 – 342.
Hong, S.Y., & Yang, S.U. (2009). Effects of reputation, relational satisfaction, and customer-company identification on positive word-of-mouth intentions. Journal of Public Relations Research, Vol. 21, No. 4, pp. 381-403.
Hosmer, L.T., (2000). Trust the Between organizational theory connecting link and Philosophical Ethics. Academy of management rewiew, Vol. 20, No. 2, pp. 379-403.
Hsu, M. H., Yen, C. H., Chiu, C. M., & Chang, C. M. (2006). A longitudinal investigation of continued online shopping behavior: An extension of the theory of planned behavior. International Journal of HumanComputer Studies, Vol. 64, Vol. 9, pp. 889-904.
http://inet.detik.com/read/2012/04/03/140117/1 883911/398/social-commercepenggerak-e-commerce-indonesia.
http://tekno.kompas.com/read/2013/04/15/2209 5149/kasus.penipuan.dominasi.kejahata n.quotcyberquot.
http://en.wikipedia.org/wiki/Social_commerce Jalilvand, M. R. and Samiei, N. (2012). The effect of electronic word-of-mouth on brand image and purchase intention an empirical study in the automobile industry in Iran. Journal of Marketing Inteligence and planning, Vol. 30, No. 4, pp. 460-476.
Janda, S., Trocchia, P.J., & Gwinner, K.P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, Vol. 13, No. 5, pp. 412-431.
Jang, M. H. (2005). The effects of trust and perceived risk on attitude and purchase intention in Internet shopping malls. The Journal of Information Systems, Vol. 14, No. 1, pp. 227-249.
Jarvenpaa, S.L., and Grazioli, S (1999). Surfing Among Sharks : How to Gain Trust in Cyberspace. Financial Times, Mastering Information Technology Section, March 15, pp. 2-3
Jarvenpaa, S.L., Tractinsky, N. and Saarinen, L. (1999). Consumer trust in an internet store : a cross-cultural validation, Journal of Computer- Mediated Communication, Vol. 5, No. 2, pp. 1-36.
Jarvenpaa, S.L., Tractinsky,J., & Vitale, M. (2000). Consumer trust in an internet store.Information Teknology and Management, Vol.1, No.2, pp.45-71
Jayadewi N.K. (2012). Pengaruh Nilai Budaya Individualisme dan Penghindaran Ketidakpastian dalam Komunikasi dari Mulut ke Mulut pada Mahasiswa Di Yogyakarta.Unpublished Skripsi S1, Universitas Gadjah Mada, Yogyakarta.
Jia and Shen. (2008). User Acceptance of Social Shopping Situs : A Research Proposal, Pacific Asia Conference on Information Systems proceedings.
Kassim, N and Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, Vol. 22, No. 3, pp.351 – 371.
Katz, E., Lazarsfeld, P. F., & Roper, E (1955).Personal influence. New York : Free Press
Kau, A., Elizabeth, W.Loh. (2006). The Effects of Service Recovery on Consumer Satisfaction : a Comparison Between Complainants and Non-Complainants. Journal of Services Marketing.Vol.20, No.2, pp.101-111.
Keser, C. (2002). Trust and Reputation Building in E-Commerce. Artikel diunduh dari www.cirano.qc.ca/pdf/publication/ 2002s-75.pdf.
Kim, K., & Prabhakar, B. (2000). Initial trust, perceived risk, and the adoption of internet banking. In Proceedings of Information Systems International Conference. Atlanta, Georgia, USA.
Kim, D. J.., Ferrin, D. L., & Rao, H. R., 2007. A trust-based consumer decision making model in electronic commerce : The role of trust, perceived risk, and their antecedents, proceeding of Ninth Americas Conference on Information Systems, pp. 157-167.
Kim, D.J., Ferrin, D.L., and Rao, H. R. (2008). A trust–based consumer decisionmaking model in electronic commerce : the role of trust and their antecedents. Decision Support Systems, Vol. 44, No. 2, pp. 544-564.
Kim, J., Jin, B., & Swinney, J. L. (2009), “ The role of etail quality, e-satisfaction and trust in online loyalty development processâ€, Journal of Retailing and Consumer Services, Vol.16, No.4, pp. 239-247.
Kim, Y.J., & Kim, H.Y. (2010). The effect of justice and trust on eWOM in social media marketing: focused on power blog and meta blog. The Journal of Internet Electronic Commerce Research, Vol. 10, No. 3, pp. 131-155.
Kim, S., and Park, H. (2013).Effects of Various Characteristics of social commerce (scommerce) on consumers, trust and trust performance.International Journal
of Information Management. Vol. 33, pp. 318-332.
Kim, J., and Lennon, S. J. (2013).Effects of reputation and website quality on online consumers’ emotion, perceived risk and purchase intention based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, Vol. 7, No. 1, pp. 33-56.
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company be new customers. Information & Management, Vol. 44, No. 2, pp. 377-397.
Kozinets, R.V. (2002). The field behind the screen: Using netnography for marketing research in online communities. Journal of Marketing Research, Vol. 39, No. 1, pp. 61-72
Kuan, H. H., & Bock, G. W. (2007). Trust transference in brick and click retailer: an investigation of the before-onlinevisit phase. Information & Management, Vol. 44, No. 2, pp. 175187.
Keser, C. (2002). Trust and Reputation Building in E-Commerce. Artikel diunduh dari www.cirano.qc.ca/pdf/publication/ 2002s-75.pdf.
Larzerlere, R.E., and Huston, T.L. (1980). The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationship. Journal of Marriage and the Family. pp. 595-604.
Lau, G.T. & Lee, S.H. (1999) “Consumer’s Trust in a Brand and The Link to Brand Loyaltyâ€. Journal of Market Focused Management, no.4, pp.341-370.
Lee, MKO & Turban, E. (2001). A Trust Model for Consumer Internet Shopping, International Journal of Electronic Commerce. Vol. 6, No. 1, pp. 75-91.
Li, D., Browne, G. J., & Chau, P. Y. K. (2006). An empirical investigation of Web site use using a commitment-based model. Decision Sciences, Vol. 37, pp. 427– 444.
Liang, C and Chen, H. (2009). A Study of The Impacts of Website Quality on Customer Relationship Performance. Total Quality Management. Vol. 20, No.9, pp. 971-988.
Luhmann, N. (1988). Familiarity, confidence, trust: problems and alternatives,. in: D Gambetta (Ed.), Trust: Making and Breaking Cooperative Relations, New York: Basil Blackwell, Oxford, pp. 94107.
Magdalena, Merry. (2013). Ini Dia, 7 Jenis Social Commerce. Sumber: http://netsains.net/2013/05/inidia-7-jenis-social-commerce/ diakses pada Tanggal 13 Mei 2014.
Marsden, Paul. (2009). The 6 Dimensions of Social Commerce : Rate and Reviewed.http://socialcommercetoday.c om/the-6-dimensions-of-socialcommerce-rated-and-reviewed.
Marsden, P. (2010). Social Commerce : Monetizing social media. Syzygy Group.
Mathieson, K. (1991). Predicting user intentions: Comparing the technology acceptance model with the theory of planned behaviour. Information Systems Research, Vol. 2, No. 3, pp. 173-191.
McKnight, D.H., Cummings, L.L., Chervany, N.L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, Vol. 23, No. 3, pp. 473-490.
McKnight, D.H., Choudhoury, H., & Kacmar, C. (2002). Developing and validating trust measures for E-commerce: an integrative typology. Information Systems Research, 13(3), 334-359.
Miniard, P. W., Blackwell, R. D., & Engel, J. F. (2001). Consumer behavior. New York: The Dryden Press.
Morgan, R.M., Hunt, S. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(1), 20-38.
Money, Carla. 2009. Online social netwoeking. USA: Lucent Books Publishing.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: the dynamics of trust within and between organization. Journal of Marketing, Vol. 29, No. 3, pp. 314-328.
Martin, G. (2005). Tehnology and people management, the opportunity and the challenge, research report, London : CIPD.
Maxham, J.G., Richard, G. Netemeyer (2002) Modeling Customer Perrceptions of Complaint Handling Over Time : The Effects of Perceived Justice on Satisfaction and Intent. Journalof Retailing. Vol. 78, No.4, pp.239-252.
Mayer, RC.; Davis, JH; and Schoorman, F.D. (1995). An integrative model of organizational trust. Academy of Management Review, Vol.20, No.3, pp.709-734.
McDonald, C.G.; V.C. Slawson, Jr. (2002): Reputation in an Internet Auction Market, Economic Inquiry, Vol. 40, pp. 633-650.
Moorman, C., Zaltman, G., and Deshpande, R. (1992). Relationships between providers and users of market research : the dynamics of trust within and between organization. Journal of Marketing, Vol.29, No.3, pp.314-328.
Murthy, U. S. (2004). An analysis of the Effects of electronic commerce : integrating trust and risk with technology acceptance model. International journal of electronic commerce.Vol.18, No.2, pp.29-47.
O’Reilly (2005). What I Web 2.0 Design patters and Busines Model for the Next Generation of Software, http://www.orellynet.com/pu b/a/oreilly/../what-is-web2.0.h
Otani, K., Brian, W., Kevin M.F., Sarah B., W.Claiborne, D. (2010). How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care, Willingness to Recommend, and Willingness to Return. Journal of Healthcare Management, Vol.55, No.1, pp.25-38.
Park, J. E., Chaiy, S.I., & Lee, S. H. (1998). The moderating role of relationship quality in the effect of service satisfaction on repurchase intention. Korea Marketing Review, Vol.13, No. 2, pp.119-139.
Park, C.H., & Kim, Y. G. (2003), “ Identifying key factors affecting consumer purchase behavior in an online shopping contextâ€, International Journal of Retail & Distribution Management, Vol.31, No.1, pp.16-29.
Park, D. H. & Kim, S. (2008). The effects of consumer knowledge on message processing of electronic word-ofmouth via online consumer reviews. Electronic Commmerce Research and Applications. Vol: 7, No. 4, pp. 399.
Park, C., and Lee, T.M. (2009). Information direction, website reputation and eWOM effect: A moderating role of product type. Journal of Business Research, Vol. 62, No. 1, pp. 61-67.
Pavlou, P. A., (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model. International Journal of Electronic Commerce / Spring, Vol. 7, No. 3, pp. 101-134.
Pavlou, P.A., & Gefen, D. (2004). Building effective online marketplaces with
institution-based trust. Information Systems Research, Vol.15, No.1, pp. 37-59.
Pennanen, K. (2009). The Initial Stages of Consumer Trust Building in eCommerce A Study on Finnish Consumers. Business Administration 83 Marketing. Universitas Wasaensis.
Pennington, R., Wilcox, D., & Grover, V. (2004). The role of system trust in business-to-consumer transactions. Journal of Management Information Systems, 20(3), 197-226.
Pesandesign.(2013). Tahun 2013 Masa Terbaik Usaha Online. Sumber: http://pesandesign.com/tahun2013-masa-terbaik-usahaonline/diakses pada Tanggal 2 Mei 2014.
Picazo-Vela, S., Chou, S. Y., Melcher, A. J., & Pearson, J. M. (2010). Why provide an online review? An extended theory of planned behavior and the role of BigFive personality traits.Computers in Human Behavior, Vol.26, No. 4, pp.685-696.
Profil Pengguna Internet Indonesia.(2012). Asosiasi Penyelenggara Jasa Internet Indonesia.
Pusat Bahasa.(2008). Kamus Besar Bahasa Indonesia. Edisi IV. Jakarta: PT. Gramedia Pustaka Utama.
Reichheld, F.F., Schefter, P. (2000), “ ELoyalty : your secret weapon on the webâ€, Havard Business Review, pp.105-113.
Rempel, J.K., Holmes, J.G., & Zanna, M.P. (1985). Trust in close relationships. Journal of Personality and Social Psychology, Vol.49, No.1, pp. 95-112.
Resnick, P., Zeckhanser, R., Friedman, E., and Kouwabara,K,. (2000). Reputation Systems. Communications of The Acm, Vol.43, No.12, pp. 45-48.
Rotter, J. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality and Social Psychology, Vol.35, No.4, pp.651-665.
Richardson, P., Jain, A.K., Dick, A., (1996a). The influence of store aesthetics on evaluation of private label brands. Journal of Product and Brand Management . Vol.5, No.1, pp. 19-28.
Rempel, J.K., Holmes, J.G., & Zanna, M.P. (1985). Trust in close relationships. Journal of Personality and Social Psychology, Vol. 49, No. 1, pp. 95-112.
Riegner, C. (2007). Word of mouth on the web: The impact of web 2.0 on consumer purchase decisions. Journal of Advertising Research, Vol. 47, pp. 436447.
Rotter, J. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality and Social Psychology, Vol. 35, No. 4, pp. 651665.
Shapiro, S. P. (1987). The Social Control of Impersonal Trust. American Journal of Sociology, Vol. 9, No. 3, pp. 623-658.
Satria, R. D dan Radhi, F. (2004). Bahaya Penipuan Internet : study tentang kemampuan konsumen mendeteksi penipuan e-commerce. Jurnal Akuntansi dan Manajemen, No.2, pp.13-24.
Schiffman & Kanuk.(2004). Perilaku Konsumen (edisi 7).Jakarta : Prentice Hall
Sekaran, U. (2003). Research Methods For Business 4th edition. John Wiley and Sons Inc.
Setyowati, Retno. (2012). Prospek Belanja “Onlineâ€. Sumber: http://tekno.kompas.com/read/2012/10/ 05/02371027/prospek.belanja.quotonlin equot diakses pada Tanggal 12 Mei 2014.
Sichtmann, C. (2007). An analysis of antecedents and consequences of trust in a corporate brand.European Journal of Marketing. Vol. 41, No. 9, pp. 9991015.
Sigit, T. H. (2012). Etika Bisnis Modern : Pendekatan Pemangku Kepentingan. Yogyakarta : UPP STIM YKPN.
Smith, R. E. (1993). Integrating information from advertising and trial: Process and effects on consumer response to product information. Journal of Marketing Research, Vol.30, No.2, pp. 204-219.
Spreng, Richard A., Gilbert D. Harrell and Robert D. Mackoy (1995). Service recovery: Impact on satisfaction and intentions. The Journal of Services Marketing.Vol.9, No.1, pp.15-23.
Standifird, S.S. (2001). Reputation and ecommerce : eBay auctions and the asymmetrical impact of positive and negative ratings. Journal of Marketing.Vol.27, pp.279-295.
Stephen, A.T., & Toubia.O. (2010).Deriving value from social commerce networks. Journal of Marketing Research.Vol.42, No.2, pp.215-228.
Supradono B, dan Harun N.A. (2011). Peran Sosial Media Untuk Manajemen Hubungan dengan Pelanggan pada Layanan e-commerce.Jurnal Universitas Muhammadiyah Semarang. Vol.7, No.2, Hal.33-45.
Supranto, J. (2007). Teknik Sampling untuk Survey dan Eksperimen.Jakarta : Rineka Cipta.
Sun, T., Youn, S., Wu, G., & Kuntaparaporn, M. (2006). Online word-of-mouth (or mouse): an exploration of its antecedents and consequences. Journal of Computer-Mediated Communication, Vol.11, No.4, pp. 1104-1127.
Sun, Y. C., & Wu, S. C. (2008). The effect of emotional state on waiting in decision making. Social Behavior and Personality, Vol.36, No.5, pp. 591-602.
Szymanky, D. M., & Hise, R. T. (2000), “ Esatisfaction: an initial examinationâ€, Journal of Retailing, Vol.76, No.3, pp.309-322.
Teo, T.S.H., & Liu, J. (2007). Consumer trust in e-commerce in the United States, Singapore and China. Omega, Vol.35, No.1, pp. 22-38.
Taylor, S. and Todd, P. A. (1995a).Assessing IT usage: The role of prior experience.MIS Quarterly, Vol. 19, No. 4, pp. 561-570.
Taylor, S. and Todd, P. A. (1995b). Understanding information technology usage: A test of competing models. Information Systems Research, Vol. 6, No. 2, pp. 144-176.
Teo, T.S. H, & Wong, P. K.(1998). An Empirical Study of Computerization in Retail Industry, “ Omega-The International Jurnal of Management Science, Vol.26, No.5, pp. 611-621.
Tobing, Debora. (2014). Pertumbuhan Internet Banking dan e-Commerce di Indonesia: ATM dan CoD Mendominasi. Sumber: http://startupbisnis.com/pertu mbuhan-internet-banking-dan-ecommerce-diindonesia-atm-dan-codmendominasi/ diakses pada Tanggal 2 Mei 2014.
Trisnawati E, Suroso A dan Kumorohadi U. (2012) Analisis Faktor-faktor kunci dari Niat Pembelian Kembali secara Online ( study kasus pada konsumen fesh shop). Journal Bisnis dan Ekonomi (JBE).Vol.19, No.2, Hal.126-141.
Tseng, FM and Hsu, FY. (2010). The Influence of eWOM within The Online Community on Consumers’ Purchasing Intentions-The Case of The Eee PC.International Conference on Innovation and Management, July 7-10.
Turban, E., King, D. et al. (2010).Electronic Commerce 2010: A Managerial Perspective. Prentice Hall: New York.
Vance, Anthony., Cosaque, Christophe E, Straub, Detmar E. (2008). Examining Trust in Information Technology Artifacts: The Effects of System Quality and Culture. Journal of Management Information Systems/Spring 2008, Vol. 24,No. 4, pp. 73-100.
Wikipedia.( 2014, 18 februari). Social commerce. http://en.wikipedia. org/wiki/Social_commerce
Walsh, G., Mitchell, V.W., Jackson, P.R and Beatty, S.E. (2009).Examining the antecedents and consequences of corporate reputation : a customer perspective. British journal of Management, Vol. 20, pp. 187-203.
Wirtz, J and Chew, P. (2002). The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of Mouth Behavior. International Journal of Service Industry Management, Vol.13, No.2, pp. 141-162.
Westbrook, R. (1987). Product/consumptionbased affective responses and postpurchase processes. Journal of Marketing Research, Vol.24, No.3, pp. 258-270.
Yaghoubi, Nour M., Khani, Razieh Yekkeh., Esmaeali, Mohammad J. (2011). Trust Models in e-Business: AnalyticalCompare Approach. Interdisciplinary Journal of Contemporary Research in Business, Vol. 2, No. 9.
Ye, Q., Law, R., & Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, Vol. 28, No.1, pp. 180-182.
Yoon, E; Gu!ey, H.G; Kijewski, V. (1993). The elects of information and company reputation on intentions to buy a business service.Journal of Business Research, 27: 215-228.
Zhang, X., Prybutok, V. R., Ryan, S., and Pavur, R. (2009). A Model of the Relationship among Consumer Trust, Web Design and User Attributes. Journal of Organizational and End User Computing.Vol. 21, No.2.
Zhang, J. Q., Craciuna, G. and Shin, D. (2010). When does electronic word-of-mouth matter? A study of consumer product review.Journal of Business Research, in press. Zucker, L. (1986). Production of trust : Institutional sources of economic structure (1840-1920). Research in Organizational Behavior, Vol. 8, pp.53-111.
Zeithaml, V. A; Berry, L; and Parasuramah, A (1996), “The behavioral consequences of service quality, “ Journal of Marketing, Vol.60, No.2, pp.31-46.
