THE INFLUENCE OF BRAND TRUST IN MEDIATING CONSUMER ONLINE BEHAVIOR AGAINST BUYING INTEREST IN ONLINE STORES (CASE STUDY OF HYPERMART ONLINE SHOP IN INDONESIA)
DOI:
https://doi.org/10.31933/dijdbm.v1i3.294Keywords:
Brand Trust, Consumer Online Behavior, Purchase Interest, Offline to OnlineAbstract
The invasion of online stores in Indonesia is very massive, proven by various applications and online stores that are known to have operated and used services by the people in Indonesia. Changes in consumer shopping behavior from offline to online have become routine habits in daily behavior. This raises challenges for retail businesses in business continuity. To maintain business continuity, retail (offline store) must diversify by opening an online store. Having an online store or digital business format is expected to be able to maintain business continuity with the support of brand trust owned by offline stores.
References
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Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. Mis Quarterly, 38(2).
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Kim, Y., & Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of Interactive Marketing, 38, 44-54.
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Kuan, H. H., & Bock, G. W. (2007). Trust transference in brick and click retailers: An investigation of the before-online-visit phase. Information & Management, 44(2), 175-187.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341-370.
Lee, Y., & Kim, H. Y. (2018). Consumer need for mobile app atmospherics and its relationships to shopper responses. Journal of Retailing and Consumer Services.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
Levy, M. and Weitz, B.A. (2004). Retailing Management, 5th ed., McGraw-Hill Irwin, New York.
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Liu, H., Lobschat, L., Verhoef, P. C., & Zhao, H. (2019). App adoption: The effect on purchasing of customers who have used a mobile website previously. Journal of Interactive Marketing, 47, 16-34.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanisms on trust and repurchase intentions: an empirical study on eBay. Information Technology & People, 31(3), 666-687.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3-4), 297-323.
Noel, Hayden. (2009). Consumer Behaviour. Ava Publishing SA. Switzerland.
Osman, Z., & Sentosa, I. (2013). A study of mediating effect of trust on customer satisfaction and customer loyalty relationship in Malaysian rural tourism. European Journal of Tourism Research, 6(2), 192-206.
Pavlou, P. A., & Fygenson, M. (2006). Understanding and predicting electronic commerce adoption: An extension of the theory of planned behavior. MIS quarterly, 115-143.
Punyatoya, P. (2019). Effects of cognitive and affective trust on online customer behavior. Marketing Intelligence & Planning, 37(1), 80-96.
Riadi, E. (2018). Statistic Structural Equation Modeling (SEM) with LISREL. Andi. Yogjakarta.
Schlosser, A. E., White, T. B., & Lloyd, S. M. (2006). Converting web site visitors into buyers: how web site investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing, 70(2), 133-148.
Stillman, David dan Stillman, Jonah. (2018). Gen Z @ Work : How the Next Generation is Transforming the Workplace (Indonesian Version). Gramedia. Jakarta.
Silverman, D. (2000). More women wardrobe online than ever. Women’s Wear Daily, 31, 20.
Shim, S., Eastlick, M. A., Lotz, S. L., & Warrington, P. (2001). An online prepurchase intentions model: the role of intention to search: best overall paper award—The Sixth Triennial AMS/ACRA Retailing Conference, 2000?. Journal of retailing, 77(3), 397-416.
Thomas, M. R., Kavya, V., & Monica, M. (2018). Online website cues influencing the purchase intention of generation z mediated by trust. Indian Journal of Commerce and Management Studies, 9(1), 13-23.
Watchravesringkan, K., & Shim, S. (2003). Information search and shopping intentions through Internet for apparel products. Clothing and Textiles Research Journal, 21(1), 1-7.
Winch, G., & Joyce, P. (2006). Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness. International Journal of Retail & Distribution Management, 34(7), 541-555.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Ali, H., Limakrisna, N. (2013). Research Metodology. Deepublish. Yogyakarta.
APJII (2018), Infografic of Penetration and Behavior Internet Users of Indonesia in 2018, availabel at: http://apjii.or.id/survei2018 (accessed February, 2020)
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International journal of hospitality management, 27(3), 391-402.
Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behavior, 61, 103-113.
Brodie, R. J., Hollebeek, L. D., Juri?, B., & Ili?, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of service research, 14(3), 252-271.
Casalo, L. V., Flavián, C., & Guinalíu, M. (2007). The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website. Journal of Marketing Communications, 13(1), 1-17.
Cazan, A. M., Cocorad?, E., & Maican, C. I. (2016). Computer anxiety and attitudes towards the computer and the internet with Romanian high-school and university students. Computers in Human Behavior, 55, 258-267.
Cazier, J., Shao, B., & Louis, R. S. (2017). Value congruence, trust, and their effects on purchase intention and reservation price. ACM Transactions on Management Information Systems (TMIS), 8(4), 13.
CEIC data(2020), Pertumbuhan Retail di Indonesia, availabel at : https://www.ceicdata.com/id/indicator/indonesia/retail-sales-growth (accesed February, 2020).
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of marketing, 65(2), 81-93.
Clemes, M. D., Gan, C., & Zhang, J. (2014). An empirical analysis of online shopping adoption in Beijing, China. Journal of Retailing and Consumer Services, 21(3), 364-375.
Durndell, A., & Haag, Z. (2002). Computer self efficacy, computer anxiety, attitudes towards the Internet and reported experience with the Internet, by gender, in an East European sample. Computers in human behavior, 18(5), 521-535.
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. Mis Quarterly, 38(2).
Goldsmith, R. E., & Goldsmith, E. B. (2002). Buying apparel over the Internet. Journal of Product & Brand Management, 11(2), 89-102.
Han, B., Kim, M., & Lee, J. (2018). Exploring consumer attitudes and purchasing intentions of cross-border online shopping in Korea. Journal of Korea Trade, 22(2), 86-104.
Ha, H. Y., John, J., John, J. D., & Chung, Y. K. (2016). Temporal effects of information from social networks on online behavior: the role of cognitive and affective trust. Internet Research, 26(1), 213-235.
Hahn, K., & Kim, J. (2009). The effect of offline brand trust and perceived internet confidence on online shopping intention in the integrated multi-channel context. International Journal of Retail & Distribution Management, 37(2), 126-141.
Hegner, S. M., & Jevons, C. (2016). Brand trust: a cross-national validation in Germany, India, and South Africa. Journal of Product & Brand Management, 25(1), 58-68.
Hollebeek, L. (2011). Exploring customer brand engagement: definition and themes. Journal of strategic Marketing, 19(7), 555-573.
Hung, C. C., Cheng, N. C., Yu, S. E., & Young, H. T. (2018, October). Factors influencing online group buying in Taiwan: An empirical study based on the TPB framework. In International Wireless Internet Conference (pp. 254-262). Springer, Cham.
Gao, F. (2011, August). A Study of Online Purchase Intention: Based on the Perspective of Customer Trust. In 2011 International Conference on Management and Service Science (pp. 1-4). IEEE.
Indarsin, T., & Ali, H. (2017). Attitude toward Using m-Commerce: The Analysis of Perceived Usefulness Perceived Ease of Use, and Perceived Trust: Case Study in Ikens Wholesale Trade, Jakarta–Indonesia. Saudi Journal of Business and Management Studies, 2, 995-1007.
Indrajaya, H. S., & Ali, H. (2017). Shopping Analysis in on Line Shop with Young People. The International Journal of Social Sciences and Humanities Invention, 4(8), 3797-3802.
Kasali, R. (2018). The Great Shifting : Series On Disruption. Gramedia Pustaka Utama. Jakarta.
Keller, K. (2013). Strategic Brand Managenet 4th. Pearson. Harlow.
Kim, J., & Park, J. (2005). A consumer shopping channel extension model: attitude shift toward the online store. Journal of Fashion Marketing and Management: An International Journal, 9(1), 106-121.
Kim, S., & Jones, C. (2009). Online shopping and moderating role of offline brand trust. Direct Marketing: An International Journal, 3(4), 282-300.
Kim, Y., & Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of Interactive Marketing, 38, 44-54.
Kotler, P., Amstrong, G. (2018). Principle of Marketing 17th. Pearson. Harlow
Kotler, P. and Keller, K.L. (2012). Marketing Management 14th. Pretice Hall. New Jersey.
Kuan, H. H., & Bock, G. W. (2007). Trust transference in brick and click retailers: An investigation of the before-online-visit phase. Information & Management, 44(2), 175-187.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341-370.
Lee, Y., & Kim, H. Y. (2018). Consumer need for mobile app atmospherics and its relationships to shopper responses. Journal of Retailing and Consumer Services.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
Levy, M. and Weitz, B.A. (2004). Retailing Management, 5th ed., McGraw-Hill Irwin, New York.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C. S. (2005). Beyond concern—a privacy-trust-behavioral intention model of electronic commerce. Information & Management, 42(2), 289-304.
Liu, H., Lobschat, L., Verhoef, P. C., & Zhao, H. (2019). App adoption: The effect on purchasing of customers who have used a mobile website previously. Journal of Interactive Marketing, 47, 16-34.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanisms on trust and repurchase intentions: an empirical study on eBay. Information Technology & People, 31(3), 666-687.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3-4), 297-323.
Noel, Hayden. (2009). Consumer Behaviour. Ava Publishing SA. Switzerland.
Osman, Z., & Sentosa, I. (2013). A study of mediating effect of trust on customer satisfaction and customer loyalty relationship in Malaysian rural tourism. European Journal of Tourism Research, 6(2), 192-206.
Pavlou, P. A., & Fygenson, M. (2006). Understanding and predicting electronic commerce adoption: An extension of the theory of planned behavior. MIS quarterly, 115-143.
Punyatoya, P. (2019). Effects of cognitive and affective trust on online customer behavior. Marketing Intelligence & Planning, 37(1), 80-96.
Riadi, E. (2018). Statistic Structural Equation Modeling (SEM) with LISREL. Andi. Yogjakarta.
Schlosser, A. E., White, T. B., & Lloyd, S. M. (2006). Converting web site visitors into buyers: how web site investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing, 70(2), 133-148.
Stillman, David dan Stillman, Jonah. (2018). Gen Z @ Work : How the Next Generation is Transforming the Workplace (Indonesian Version). Gramedia. Jakarta.
Silverman, D. (2000). More women wardrobe online than ever. Women’s Wear Daily, 31, 20.
Shim, S., Eastlick, M. A., Lotz, S. L., & Warrington, P. (2001). An online prepurchase intentions model: the role of intention to search: best overall paper award—The Sixth Triennial AMS/ACRA Retailing Conference, 2000?. Journal of retailing, 77(3), 397-416.
Thomas, M. R., Kavya, V., & Monica, M. (2018). Online website cues influencing the purchase intention of generation z mediated by trust. Indian Journal of Commerce and Management Studies, 9(1), 13-23.
Watchravesringkan, K., & Shim, S. (2003). Information search and shopping intentions through Internet for apparel products. Clothing and Textiles Research Journal, 21(1), 1-7.
Winch, G., & Joyce, P. (2006). Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness. International Journal of Retail & Distribution Management, 34(7), 541-555.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
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