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

A. B. Wibawa, A. P. Utama, Panca Titis

Abstract


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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service quality, purchase intention, consumer confidence

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References


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DOI: http://dx.doi.org/10.46827/ejmms.v9i1.1734

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