The Influence of Gamification, E-Service Quality and E-Trust on Online Purchase Decision with Online Purchase Intention as Intervening Variable at ...
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
International Journal of Research and Review
DOI: https://doi.org/10.52403/ijrr.20210874
Vol.8; Issue: 8; August 2021
Website: www.ijrrjournal.com
Research Paper E-ISSN: 2349-9788; P-ISSN: 2454-2237
The Influence of Gamification, E-Service Quality
and E-Trust on Online Purchase Decision with
Online Purchase Intention as Intervening Variable
at the Marketplace Shopee in Medan City
Dita Aulia1, Endang Sulistya Rini2, Fadli3
1,2,3
Department of Management, University of Sumatera Utara, Medan, Indonesia.
Corresponding Author: Dita Aulia
ABSTRACT effect on online purchase decision with a
significance of 0.721, e-trust has a positive and
This study aims to determine and analyze the significant effect on online purchase decision
effect of gamification, e-service quality and e- with a significance of 0.002 and online purchase
trust variables on online purchase decision intention has a positive and significant effect on
through online purchase intention at the Shopee online purchase decision with a significance of
marketplace in Medan City. This type of 0.000. The path analysis test using the sobel test
research is using a quantitative approach. The shows that online purchase intention is able to
nature of this research is associative research mediate between gamification and e-trust with
and the data used are primary data and online purchase decision, but online purchase
secondary data obtained through documentation intention are not able to mediate e-service
and a list of questions that measure it using a quality with online purchase decision.
Likert scale. The sample in this study is the
community in Medan City at least 17 years old, Keywords: Gamification, E-Service Quality, E-
has a Shopee marketplace application and is a Trust, Online Purchase Intention and Online
consumer who has purchased and used the Purchase Decision
Shopee marketplace at least 1 time as many as
175 respondents. Researchers collected data by INTRODUCTION
distributing questionnaires to all respondents in The development of the industry is
this study. The data analysis method used growing rapidly along with the
descriptive statistical analysis and path analysis. sophistication of technology from time to
Statistical results show that the majority of
time so that it indirectly requires producers
respondents agree with all the statements shared.
The results of the research on the first or business companies to continue to
substructure show that gamification has a compete. Changes that occur in the current
positive and significant effect on online industrial revolution 4.0 are part of global
purchase intention with a significance of 0.000, changes that make every producer or
e-service quality has a positive and insignificant business company to be able to keep up with
effect on online purchase intention with a existing developments by continuing to
significance of 0.836 and e-trust has a positive innovate. This can be seen from the rapidly
and significant effect on online purchase changing information technology so that it
intention with a significance of 0.000. The cannot be separated from daily life, both
results of the research on the second current needs and future needs. One of the
substructure show that gamification has a
interesting developments in information
positive and significant effect on online
purchase decision with a significance of 0.031, technology in the current era is the
e-service quality has a negative and insignificant emergence of the internet. One of the
International Journal of Research and Review (ijrrjournal.com) 546
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
industrial phenomena that is increasing in internet users in Indonesia have shopped
the current era is the e-commerce industry. online. With this service, it is certainly
E-commerce is one of the big industries that easier for producers or business companies
is growing rapidly from time to time which to carry out marketing strategies in addition
makes e-commerce something that is to being fast, easy and of course cheaper
considered important by everyone because it costs. With all the convenience and
facilitates human activities which are slowly efficiency of time in online shopping, this
replacing traditional (offline) stores. will attract consumers to buy online in
According to Turban et al. (2015) E- making online purchasing decisions using e-
commerce is the process of buying, selling, commerce services.
or trading data, goods, or services via the One of the factors that can influence
internet. E-commerce is defined as a online purchasing decisions is online
commercial transaction involving the purchase intention. According to Kotler and
exchange of value conducted through or Keller (2016) Purchase intention is how
using digital technology between likely consumers are to buy a brand and
individuals (Laudon and Traver, 2017). service or how likely consumers are to
E-commerce in Indonesia includes switch from one brand to another.
Shopee, Lazada, Tokopedia, Bukalapak and Consumers' online buying interest is
so on. Marketplace sites in Indonesia have basically a supporting factor in making
actually been popping up for a long time, online purchasing decisions for a product.
but lately marketplace sites are increasing High consumer buying interest will
because there are already many people who encourage consumers to buy a product, even
are interested in buying and selling online these consumers can tell good things and
on the marketplace site. One type of recommend it to others. However, if the
marketplace that is quite popular today and consumer's online buying interest is low, it
is in great demand in Indonesia is the will have an impact on consumers' online
Shopee marketplace. This can be seen in a purchasing decisions. This is in line with
survey conducted by The Asian Parent in research conducted by (Dewi et al., 2017;
December 2017 among consumers in Zatalini and Mudiantono, 2017; Rizki et al.,
Indonesia. The survey revealed that Shopee 2015)
is the first choice shopping platform for The next factor that can influence
mothers in Indonesia (73%), followed by online purchasing decisions is gamification.
Tokopedia (54%), Lazada (51%) and Research conducted by (Xu et al., 2020;
Instagram (50%). Shopee is a commercial Yang et al., 2019; Bittner and Schipper,
electronic site headquartered in Singapore 2014) found that the gamification element
under the auspices of the SEA Group, has a positive and significant effect on
previously known as Garena, which was online purchase intention. This research is
founded in 2009 by Forrest Li. Shopee was supported by research conducted by Canio
first launched in Singapore in 2015 and has et al. (2021) who found that gamification
since expanded its reach to Indonesia, indirectly affects online shopping intentions.
Malaysia, Thailand, Taiwan, Vietnam and The next factor that can influence
the Philippines. In Indonesia, shopping online purchasing decisions is the quality of
online has become a habit for many people, electronic services (e-service quality). E-
especially people in the city of Medan, service quality has an important role in
especially in the midst of the current Covid- attracting consumers' online buying interest
19 pandemic, which makes e-commerce so that ultimately consumers make online
increase sharply because it requires people purchasing decisions. Tjiptono (2014)
to buy and fulfill their needs online. defines e-service quality as the extent to
According to data from Hootsuite (We are which a site facilitates effective and
Social) in January 2020, around 88% of efficient shopping in terms of purchasing,
International Journal of Research and Review (ijrrjournal.com) 547
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
marketing and delivery. This is in line with (Marczewski, 2013), but has become
research conducted by (Nasir, 2017; Kalia et popular in the early 2010s (Deterding et al.,
al., 2016; Nikhashemi et al., 2012) which 2011; Werbach and Hunter, 2012).
found that e-service quality has a significant Gamification has been identified as the use
effect on purchase intention. of game design elements in non-game
In addition to gamification and e- contexts (Deterding, Khaled, Nacke and
service quality, electronic trust (e-trust) is Dixon, 2011). As stated in the definition of
one factor that is no less important in Seaborn and Fels (2015), the purpose of
influencing online purchase decisions. Trust gamification is to provide experiences but in
is a descriptive idea that a person has of contexts other than games and to motivate
something (Setiadi, 2010). Trust is one of behaviors or ideas that are relevant in the
the psychological factors in influencing real world. According to Owen (2017)
consumer behavior. The concept of this Gamification is a concept that applies game
theory is in accordance with research design to applications instead of games to
conducted by (Kaur and Quareshi, 2015; make them more fun and interesting.
Marriott and Williams, 2018) finding that Werbach and Hunter (2012) state that
the trust factor has a positive and significant gamification is the use of game or game
effect on purchase intention. elements with game design techniques in
Complaints that often occur when non-game contexts, where in this study the
shopping online are e-service quality that is context in question is online business,
not as expected, such as products that do not especially marketplaces. Gamification
match the photos displayed on the Shopee media can be used in all fields such as
application and the slow response in solving medicine, health, government policies and
problems. In addition, consumers who make personal responsibility, communication
purchases online cannot directly see the media (J. Baran, 2015). There are two
products to be purchased or meet directly reasons why gamification media is such a
with sellers who offer their products. This powerful tool. First, gamified media take
raises the perception of the risk of fraud in advantage of the human desire to achieve
the minds of consumers when they will higher ideals and their accomplishments are
decide to make an online purchase. The recognized. Some users are motivated by
complaint is included in the variables of e- the reward given and some users are
service quality and e-trust. The increasing motivated by self-actualization. Second,
number of consumer complaints has become gamified media provide strong
an input for Shopee companies to maintain accountability. Prizes are given when the
e-service quality and e-trust so that user has completed certain transactions, this
consumers feel comfortable and safe in concept requires careful calculations so as
shopping online in the Shopee marketplace. not to experience losses in the middle of the
The results of this pre-survey are in road (Kotler, 2019). Both reasons are the
accordance with the theory according to same as the concept of sales promotion or
Krauter and Kaluschab (2003) which states sales promotion. Sales promotion are
that shopping through the internet has its incentive tools used to stimulate purchases
own uniqueness compared to traditional or sales, these tools can be in the form of
shopping, namely in terms of uncertainty, coupons, gifts, or product samples.
anonymity, lack of control and potential in
taking opportunities. E-Service Quality
Tjiptono (2016) defines "service can
LITERATURE REVIEW be viewed as a system consisting of two
Gamification main components, namely service
The term gamification is an old operations which are often invisible or
term, emerged in the early 2000s unknown to customers (back office or
International Journal of Research and Review (ijrrjournal.com) 548
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
backstage) and service delivery which is business companies in running their
usually visible (visible). ) or known to the business, especially marketplaces, where the
customer (often called the front office or relationship that occurs is that producers or
frontstage)”. The traditional service quality business companies can carry out their
measurement scale before the measurement obligations according to what is expected by
of electronic service quality was servqual. consumers. According to Kartajaya (2011)
This measurement scale is more indicated customer trust arises from a long process. If
for traditional (non-electronic) customers, customer trust has arisen between the
while for online customers it uses the e- customer and the company, it will be easier
service quality (e-servqual) measurement to build a cooperative relationship.
scale. According to Jasfar (2012) a good
According to Tjiptono (2014) E- relationship is built when someone
service quality or also known as e-SQ, is a experiences something interesting, unique,
development of the service quality or specific and the uniqueness and quality of
(servqual) model. In principle, the e-SQ the services provided is then maintained,
model is an adaptation and extension of the even improved. So what is felt by
traditional servqual model into the context consumers is not just a momentary
of online shopping. According to Tjiptono experience, but as an increase in consumer
(2014) defines e-service quality or confidence from previous experiences to be
electronic service quality as the extent to continued in the future.
which the site facilitates effective and
efficient shopping in terms of purchasing, Online Purchase Intention
marketing and delivery. Meanwhile, Tjiptono (2015) states that consumer
according to Bressolles and Durrieu (2011) buying interest reflects the desire and desire
E-service quality is the extent to which a of consumers to buy a product. If the
website facilitates shopping, purchasing and benefits obtained are greater than the
delivery of products and services effectively sacrifice to get it, the urge to buy is higher.
and efficiently. Because, in fact, needs and desires are not
easy to measure and know. Consumers can
E-Trust change their minds at the last second.
Kotler and Keller (2016) define trust Therefore, to attract or grow consumer
as follows: “Trust is willingness of a firm to buying interest, the first thing a producer or
rely on a business partner. It depends on a business company must do is understand
number of interpersonal and inter- how consumers make online purchasing
organizational factors, such as the firms decisions.
perceived competence, integrity, honestly According to Kotler and Keller
and benevolence”. The meaning of this (2012) Purchase interest is part of the
definition is that trust is the company's component of consumer behavior in
willingness to rely on business partners. consuming attitudes, the tendency of
Trust depends on a number of interpersonal respondents to act before the buying
and inter-organizational factors. Such as decision is actually implemented. Online
corporate competence, integrity, honesty purchase intentions represent the
and kindness. According to Parastanti et al. willingness and intention of consumers
(2014) Trust is the belief of certain parties towards products to be purchased at a
towards others in conducting transactional certain time or in certain situations through
relationships based on a belief that the online platform transactions (Lu et al.,
person they trust will fulfill all their 2014). Purchase intention is closely related
obligations properly and as expected. to consumer purchasing decisions, intention
E-Trust is a trust and consumer is used to predict a person's tendency to do
confidence built by producers or online or not to do buying behavior. According to
International Journal of Research and Review (ijrrjournal.com) 549
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
Sumarwan (2011) intention is a strong Medan City who had purchased and used
tendency or desire in individuals to perform the Shopee marketplace at least once. The
certain behaviors. Intention is an indication size of the population of this study is not
of how strong the individual's desire to known with certainty. So to determine the
realize a behavior is, in other words, the sample size, it can be done using the
stronger the individual's desire, the more formula according to Hair et al, (2010), the
likely a behavior is realized. sample size should be 100 or larger. As a
general rule, the minimum sample size is at
Online Purchase Decision least five times more than the number of
According to Kotler and Armstrong question/statement items to be analyzed and
(2018) states that: "Consumer buyer the sample size will be more acceptable if it
behavior refers to the buying behavior of has a ratio of 10:1. In this study there were
final consumers, individuals and households 35 statement items, so the numbers of
that buy goods and services for personal samples taken were:
consumption", which can be interpreted as Number of samples = Number of statements x 5
purchasing decision behavior refers to the = 35 x 5
final buying behavior of consumers. , both = 175 respondents
individuals and households that buy goods Based on these results, the number
and services for personal consumption. of respondents who will be sampled in this
Kotler and Keller (2016) define "The study is 175 respondents who are people
consumer forms preferences among the from 21 sub-districts in the Medan City area
brands in the choice set and may also form who were selected according to the sample
an intention to buy the most preferred selection criteria in this study. The sampling
brand". The meaning of this expression is technique used in this study is the accidental
that consumers form preferences among sampling technique.
brands in the choice and can also form
intentions to buy the most preferred brand. RESULT AND DISCUSSION
According to Tjiptono (2014) 1. The Effect of Gamification on Online
Purchasing decisions are a series of Purchase Intention
processes that start with consumers Based on the results of hypothesis
recognizing the problem, seeking testing, it shows that the gamification
information about a particular product or variable partially has a positive and
brand and evaluating the product or brand significant effect on the online purchase
how well each alternative can solve the intention variable. This is evidenced by the
problem, which then leads to a purchase path coefficient value of 0.268 with a
decision. Based on these definitions, it can significant value for the gamification
be concluded that purchasing decisions are variable of 0.000 with an alpha of 5%,
consumer behavior where the consumer namely (ρ = 0.000Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with online purchase intention as intervening variable at the marketplace shopee in Medan City. in the framework of entertaining games so 3. Effect of E-Trust on Online Purchase that they can attract consumers' online Intention buying interest. This study is in line with Based on the results of hypothesis research conducted by (Xu et al., 2020; testing, it shows that the e-trust variable Yang et al., 2019) which found that the partially has a positive and significant effect gamification element had a positive and on the online purchase intention variable. significant effect on online purchase This is evidenced by the path coefficient intention. This research is supported by value of 0.408 with a significant value for research conducted by Bittner and Schipper the e-trust variable of 0.000 with an alpha of (2014) which found that gamification has an 5%, namely (ρ = 0.000 0.05), meaning that e- conducted by (Kaur and Quareshi, 2015; service quality (X2) has a positive and Marriott and Williams, 2018) which found insignificant effect on online purchase the trust factor to have a positive and intention (Z). So the results of this significant effect on purchase intention. hypothesis test indicate that the hypothesis is rejected. As stated in theory according to 4. Effect of Gamification on Online Bressolles and Durrieu (2011) E-service Purchase Decision quality is the extent to which a website Based on the results of hypothesis facilitates shopping, purchasing and testing, it shows that the gamification delivery of products and services effectively variable partially has a positive and and efficiently. Because, the quality of significant effect on the online purchase service that meets the needs and decision variable. This is evidenced by the expectations of consumers will attract path coefficient value of 0.115 with a consumers to buy online. On the other hand, significant value for the gamification if the quality of service provided does not variable of 0.031 with an alpha of 5%, meet the needs and expectations of namely (ρ = 0.031
Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
selling transactions. This study is in line Because, customers have a sustainable
with research conducted by (Gajanova and purchase intention when they trust the seller
Radisic, 2021; Tobon et al., 2019) which (Zhao et al., 2019).
found that there was a significant influence
between gamification media on consumer 7. Effect of Online Purchase Intention on
online purchasing decision behavior Online Purchase Decision
Based on the results of hypothesis
5. Effect of E-Service Quality on Online testing, it shows that the online purchase
Purchase Decision intention variable partially has a positive
Based on the results of hypothesis and significant effect on the online purchase
testing, it shows that the e-service quality decision variable. This is evidenced by the
variable partially has a negative and path coefficient value of 0.662 with a
insignificant effect on the online purchase significant value for the online purchase
decision variable. This is evidenced by the intention variable of 0.000 with an alpha of
path coefficient value of -0.018 with a 5%, namely (ρ = 0.000 0.05), meaning that e- decisions (Y). So the results of this
service quality (X2) has a negative and hypothesis test indicate that the hypothesis
insignificant effect on online purchase is accepted. According to Kotler and Keller
decision (Y). So the results of this (2016) Purchase intention is how likely
hypothesis test indicate that the hypothesis consumers are to buy a brand and service or
is rejected. Service quality is how far the how likely consumers are to switch from
difference between reality and customer one brand to another. Online purchase
expectations for the services they intentions represent the willingness and
receive/obtain. This is in accordance with intention of consumers towards products to
the theoretical concept according to Kotler be purchased at a certain time or in certain
and Armstrong (2012) which states that situations through online platform
service quality is often interpreted as a transactions (Lu et al., 2014). Purchase
comparison between the expected service intention is closely related to consumer
and the actual service received. purchasing decisions.
6. Effect of E-Trust on Online Purchase 8. The Effect of Gamification on Online
Decision Purchase Decisions Through Online
Based on the results of hypothesis Purchase Intentions
testing, it shows that the e-trust variable Based on the results of hypothesis
partially has a positive and significant effect testing, it shows that gamification has a
on the online purchase decision variable. positive and significant effect on online
This is evidenced by the path coefficient purchase decisions through online purchase
value of 0.174 with a significant value for intentions. This is evidenced by the path
the e-trust variable of 0.002 with an alpha of coefficient value of 0.166 with a significant
5%, namely (ρ = 0.002 < 0.05), meaning value for the gamification variable of 0.000
that e-trust (X3) has a positive and with an alpha of 5%, namely (ρ = 0.000
significant effect on online purchaseDita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
the company's goals in running an online decisions through online purchase
business, especially a marketplace that can intentions. This is evidenced by the path
attract consumers' online buying interest in coefficient value of 0.253 with a significant
making online purchasing decisions. This value for the e-trust variable of 0.000 with
study is in line with the research conducted an alpha of 5%, namely (ρ = 0.000 2. Gamification, E-Service Quality, E-
0.05), meaning that e-service quality (X2) Trust and Online Purchase Intention
has a positive and insignificant effect on simultaneously have a positive and
online purchase decisions (Y) through significant impact on Online Purchase
online purchase intention (Z). So the results Decisions at the Shopee marketplace in
of this hypothesis test indicate that the Medan City.
hypothesis is rejected. This research is not 3. Gamification partially has a positive and
in line with research conducted by Sukron significant effect on Online Purchase
(2019) which found that e-service quality Intention on the Shopee marketplace in
has a positive and significant effect on Medan City.
purchasing decisions through buying 4. E-Service Quality partially has a
interest as an intervening variable on positive and insignificant effect on
Tokopedia consumers. Based on the results Online Purchase Intention on the Shopee
of these studies, it can be concluded that marketplace in Medan City.
there is an indirect effect of e-service 5. E-Trust has a positive and significant
quality on purchasing decisions through effect on Online Purchase Intention on
buying interest. the Shopee marketplace in Medan City.
6. Gamification partially has a positive and
10. The Effect of E-Trust on Online significant effect on Online Purchase
Purchase Decisions Through Online Decisions on the Shopee marketplace in
Purchase Intentions Medan City.
Based on the results of hypothesis 7. E-Service Quality partially has a
testing, it shows that e-trust has a positive negative and insignificant effect on
and significant effect on online purchase
International Journal of Research and Review (ijrrjournal.com) 553
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
Online Purchase Decisions at the 3. Bittner, J. V., & Schipper, J. (2014).
Shopee marketplace in Medan City. Motivational Effects and Age Differences
8. E-Trust partially has a positive and of Gamification In Product Advertising.
significant effect on Online Purchase Journal of Consumer Marketing, 31(5),
Decisions at the Shopee marketplace in 391-400.
Medan City. 4. Bressolles, G., & Francois, D. (2011).
9. Online Purchase Intention partially Service Quality, Customer Value and
positive and significant effect on Online Satisfaction Relationship Revisited for
Purchase Decision on the Shopee Online Wine Websites. France: Bordeaux
marketplace in Medan City. Management School.
5. Canio, F., Fuentes-Blasco, M., &
10. Gamification has a positive and
Martinelli, E. (2021). Engaging Shoppers
significant effect on Online Purchase
Through Mobile Apps: The Role of
Decisions through Online Purchase Gamification. International Journal of
Intentions at the Shopee marketplace in Retail & Distribution Management, 49(7),
Medan City. 919-940.
11. E-Service Quality has a positive and 6. Chaffey, D., & Eliis-Chadwick, F. (2016).
insignificant effect on Online Purchase Digital Marketing: Strategy,
Decisions through Online Purchase Implementation and Practice (6 ed.). New
Intentions at the Shopee marketplace in York: Pearson Education.
Medan City. 7. Dapas, C. C., Sitorus, T., Purwanto, E., &
12. E-Trust has a positive and significant Ihalauw, J. (2019, April). The Effect of
effect on Online Purchase Decisions Service Quality and Website Quality of
through Online Purchase Intentions at Zalora.com on Purchase Decision as
the Shopee marketplace in Medan City. Mediated by Purchase Intention. Quality
13. From this research, it is known that Management, 20(169), 87-92.
Online Purchase Intention has the most 8. Deterding, S., Khaled, R., Nacke, L., &
dominant influence on Online Purchase Dixon, D. (2011). Gamification: Toward a
Decision on the Shopee marketplace in Definition. In CHI 2011 Gamification
Medan City. Where the results obtained Workshop Proceeding.
are, the value of tcount (10.661) > ttable 9. Dewi, A. F. (2019). Pengaruh Gamifikasi
(1.654) with a significant level (0.000) < pada Program Loyalitas Terhadap
(0.05). Loyalitas Pengguna Marketplace dengan
Menggunakan Ecpectation Confirmation
Model (ECM). 24-25.
Acknowledgement: None
10. Dewi, R. Y., Yulianeu, Haryono, A. T., &
Gagah, E. (2017). Pengaruh Kepercayaan
Conflict of Interest: None Konsumen, Kemudahan dan Kualitas
Informasi Terhadap Keputusan Pembelian
Source of Funding: None secara Online dengan Minat Beli sebagai
Variabel Intervening (Studi Pada
REFERENCES Pengguna Situs Jual Bel Bukalapal.com).
1. Andini, C., Ariyanti, M., & Sumrahadi. Journal of Management, 3(3).
(2016, Agustus). Pengaruh E-Service 11. Dhahak, K., & Huseynov, F. (2020). The
Quality Terhadap Minat Beli Pengunjung Influence of Gamification on Online
Online Store Lazada Indonesia. e- Consumers’ Attitude and Intention to
Proceeding of Management, 1289-1295. Purchase Fast Moving Consumer Goods.
2. Athapaththu, J. C., & Kulathunga, D. Business and Economics Research
(2018). Factors Affecting Online Purchase Journal, 11(3), 769-791.
Intention: Effects of Technology and 12. Emeralda, Wulandari, J., & Adistya, D.
Social Commerce. International Business (2020, November). Analisis E-Trust, E-
Research, 11(10), 111-128. Wom dan E-Service Quality Dalam
International Journal of Research and Review (ijrrjournal.com) 554
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
Keputusan Pembelian Online. Jurnal Expectation. International Journal of
Perspektif Bisnis, 3(2), 63-75. Information Management, 35(3), 322-336.
13. Ferdinand, A. (2014). Metode Penelitian 23. Ismayanti, N. N., Suardana, I., & Negara,
Manajemen (5 ed.). Semarang: Badan I. K. (2015). Pengaruh Kepercayaan dan
Penerbit Universitas Diponegoro. E-Service Quality terhadap Keputusan
14. Firmansyah, N., & Ali, H. (2019, 08 28). Pembelian Akomodasi di Bali pada Situs
Consumer Trust Model: The Impact of Booking.com. Jurnal IPTA, 3(1), 56-61.
Satisfaction and E-Service Quality toward 24. J. Baran, S. (2015). Introduction to Mass
Repurchase Intention in E-Commerce. Communication: Media Literacy and
Saudi Journal of Humanities and Social Culture. New York: McGraw-Hill
Sciences, 4(8), 552-559. Education.
15. Gajanova, L., & Radisic, M. (2021). Self- 25. Jasfar, F. (2012). Manajemen Jasa. Bogor:
Determination Theory as Mediator in The Ghalia Franchise.
Nexus of Gamification and Customer 26. Joseph, T. (2011). APP - The Spirit of
Purchasing Behaviour. SHS Web of Digital Marketing 3.0. Jakarta: Elex
Conferences, 90(8). Media Komputindo.
16. Ghozali, I. (2012). Aplikasi Analisis 27. Kalia, P., Arora, D., & Kumalo, S. (2016).
Multivariate dengan Program IBM SPSS E-Service Quality, Consumer Satisfaction
19. Semarang: Badan Penerbit Universitas and Future Purchase Intentions in E-
Diponegoro. Retail. e-Service Journal , 10(1).
17. Hadining, A. F., Haryanti, S. A., & 28. Kaur, G., & Quareshi, T. K. (2015).
Munajat, T. R. (2020, Oktober). Factors Obstructing Intentions to Trust
Determined Consumers Online Purchase and Purchase Products Online. Asia
Intention Factors By Considering Risk Pasific Journal of Marketing and
and E-Trust. Jurnal Muara Ilmu Ekonomi Logistics, 785-783.
dan Bisnis, 4(2), 293-300. 29. Kertajaya, H. (2011). On Brand. Bandung:
18. Hair, J. F., Black, W. C., Babin, B. J., & Mizan Pustaka.
Anderson, R. E. (2010). Multivariate Data 30. Kidane, T. T., & Sharma, R. (2016,
Analysis (7 ed.). Harlow, United March). Factors Affecting Consumers’
Kingdom: Pearson Prentice Hall. Purchasing Decision. Proceedings of the
19. Hamari, J., Koivisto, J., & Sarsa, H. 2016 International Conference on
(2014). Does Gamification Work? - A Industrial Engineering and Operations
Literature Review of Empirical Studies on Management, 159-165.
Gamification. 2014 47th Hawaii 31. Kim, D. J., Ferrin, D. L., & Rao, R. (2008,
International Conference on System January). A Trust-Based Consumer
Science, 3025-3034. Decision-Making Model in Electronic
20. Hartono, C., Silintowe, Y. B., & Huruta, Commerce: The Role of Trust, Perceived
A. D. (2021, April). The Ease of Risk, and Their Antecedents. Decision
Transaction and E-Service Quality of E- Support Systems, 44(2), 544-564.
Commerce Platform on Online Purchasing 32. Kongprapunt, T., & Pupat, N. (2018).
Decision. (BISMA) Bisnis dan Factors Influencing Generation Y’s
Manajemen, 13(2), 81-93. Online Purchase Intention Toward Xyz
21. Haziri, F., Shabani , L., & Chovancova, Online Store in Thailand. AU-GSB e-
M. (2019, May). Customer Game Journal, 11(2), 94-106.
Experience Impact on Gamification. 33. Kotler, P., & Amstrong, G. (2012).
International Scientific Conference, 771- Principles of Marketing. New Jersey:
780. Prentice Hall.
22. Hong, I. (2015, June). Understanding the 34. Kotler, P., & Amstrong, G. (2016).
Consumer's Online Merchant Selection Prinsip-Prinsip Pemasaran (13 ed., Vol.
Process: The Roles of Product 1). Jakarta: Erlangga.
Involvement, Perceived Risk, and Trust
International Journal of Research and Review (ijrrjournal.com) 555
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
35. Kotler, P., & Amstrong, G. (2018). 46. Mullins , J., & Sabherwal , R. (2020).
Principles of Marketing. United States: Gamification: A Cognitive-Emotional
Pearson Education Inc. View. Journal of Business Research,
36. Kotler, P., & Keller, K. L. (2012). 106(C), 304-314.
Manajemen Pemasaran (14 ed.). Jakarta: 47. Muntean, C. I. (2011). Raising
Erlangga. Engagement in E-Learning Through
37. Kotler, P., & Keller, K. L. (2016). Gamification (Vol. 1). The 6th
Marketing Management. New Jersey: International Conference on Virtual
Pearson Pretice Hall Inc. Learning.
38. Kotler, P., Kertajaya, H., & Setiawan, I. 48. Muslim, A. W. (2018). Pengaruh Media
(2019). Marketing 4.0: Bergerak dari Sosial, E-Service Quality dan Harga
Tradisional ke Digital. Jakarta: PT. terhadap Keputusan Pembelian yang di
Gramedia Pustaka Utama. Mediasi oleh Gaya Hidup. Jurnal Riset
39. Krauter, S. G., & Kaluschab, E. (2003). Bisnis dan Manajemen, 6(2), 145-162.
Empirical Research in Online Trust: A 49. Nasir, M. (2017). Pengaruh E-Service
Review and Critical Assessment. Quality Dan Diskon terhadap Minat Beli
International Journal of Human-Computer pada Situs Online di Website Zalora.co.id
studies, 58, 783-812. di Surabaya. Jurnal Pendidikan Tata Niaga
40. Laudon, K. C., & Traver, C. G. (2017). E- (JPTN), 1(1), 15-18.
commerce : Business, Technology, 50. Nikhashemi, S. R., Haque, A., Yasmin, F.,
Society (13 ed.). Harlow, England: & Khatibi, A. (2021). Service Quality
Pearson. And Influencing Factor on Consumer
41. Lestari, I. T., & Widyastuti, W. (2019, Purchase Intention of Online Ticketing:
Oktober 15). Pengaruh Kepercayaan dan An Empirical Study in Iran. Society for
Kemudahan terhadap Keputusan Belanja Business and Management Dynamics,
Online (Studi pada Pengguna Tokopedia). 1(7), 22-30.
Jurnal Ilmu Manajemen (JIM), 478-484. 51. Owen, P. (2013). How Gamification Can
42. Liu, C., Bao, Z., & Zheng, C. (2019). Help Your Business Engage in
Exploring Consumers’ Purchase Intention Sustainability (1 ed.). New York:
in Social Commerce an Empirical Study Routledge.
Based on Trust, Argument Quality, and 52. Pappas, I. (2018). User Experience in
Social Presence. Asia Pacific Journal of Personalized Online Shopping: A Fuzzy-
Marketing, 31(2), 378-397. Set Analysis. European Journal of
43. Lu, L. C., Chang, W. P., & Chang, H. H. Marketing, 52, 7-8.
(2014). Consumer Attitudes Toward 53. Parastanti, G. P., Kumadji, S., & Hidayat,
Blogger's Sponsored Recommendations K. (2014, November). Pengaruh Prior
and Purchase Intention: The Effect of Online Purchase Experience terhadap
Sponsorship Type, Product Type and Trust dan Online Repurchase Intention
Brand Awareness. Computers in Human (Survey pada Pelanggan Zalora Indonesia
Behaviour, 34(1), 258-266. melalui Website www.zalora.co.id).
44. Mahkota, A. P., Suyadi, I., & Riyadi. Jurnal Administrasi Bisnis (JAB), 16(1),
(2014, Maret). Pengaruh Kepercayaan dan 1-7.
Kenyamanan Terhadap Keputusan 54. Peppers, D. (2007). Customer
Pembelian Online. Jurnal Administrasi Relationship Management Marketing.
Bisnis (JAB), 8(2), 1-7. Journal of Management Marketing,
45. Marriott, H. R., & Williams, M. D. 20(42).
(2018). Exploring Consumers Perceived 55. Prasetyo, H. D., & Purbawati, D. L.
Risk and Trust for Mobile Shopping: A (2016, September). Pengaruh E-Service
Theoretical Framework and Empirical Quality dan E-Security Seals terhadap E-
Study. Journal of Retailing and Consumer Satisfaction Melalui Keputusan Pembelian
Services, 42, 133-146. Konsumen E-Commerce (Studi Kasus
International Journal of Research and Review (ijrrjournal.com) 556
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
pada Konsumen Lazada Indonesia). Jurnal 68. Sukron, A. M. (2019). Pengaruh
Administrasi Bisnis, 5(2), 127-134. Kemudahan Penggunaan, Islamic
56. Rahmawati, S. (2013). Antecedent Branding dan E-Service Quality Terhadap
Keputusan Pembelian Online (Studi Kasus Keputusan Pembelian di Tokopedia
Online Purchasing). Universitas dengan Minat Beli Sebagai Variabel
Diponegoro. Skripsi Dipublikasikan. Intervening. Unstitut Agama Islam Negeri
57. Rizky H, K., Astuti, E. S., & Susilo, H. (IAIN) Salatiga. Skripsi Dipublikasikan.
(2015, November). Pengaruh Kemudahan 69. Sumarwan, U. (2011). Perilaku
dan Kualitas Informasi Terhadap Minat Konsumen. Jakarta: PT. Ghalia Indonesia.
dan Keputusan Pembelian Secara Online 70. Tang, T.-W., & Chi, W.-H. (2005). The
(Survei Pada Konsumen Role of Trust in Customer Online
www.ardiansmx.com). Jurnal Shopping Behavior:. International Journal,
Administrasi Bisnis (JAB), 28(1), 56-63. 0-6.
58. Rosdiana, E., Suharno, H., & Kulsum, U. 71. Tjiptono, F. (2014). Prinsip Pemasaran
(2018). Pengaruh Harga, Keanekaragaman Jasa, Penerapan, dan Penelitian.
Produk, dan Minat Beli terhadap Yogyakarta: Andi.
Keputusan Pembelian pada Toko Online 72. Tjiptono, F. (2015). Strategi Pemasaran (4
Shopee. Ekonomi Bisnis, 24(2), 13-23. ed.). Yogyakarta: Andi.
59. Sarwono, J. (2007). Analisis Jalur untuk 73. Tjiptono, F. (2016). Service, Quality dan
Riset Bisnis dengan SPSS. Yogyakarta: Satisfaction. Yogyakarta: Andi.
Andi. 74. Tobon, S., Ruiz-Albab, J., & García-
60. Seaborn, K., & Fels, D. (2015). Madariagaa, J. (2019). Gamification and
Gamification in Theory and Action: A Online Consumer Decisions: Is The Game
Survey. International Journal of Human- Over?. Elsevier, 1-13.
Computer Studies, 74, 14-31. 75. Turban, E., King, D., Lee, J. K., Liang, T.-
61. Setiadi, N. J. (2010). Perilaku Konsumen. P., & Turban, D. C. (2010). Electronic
Jakarta: Kencana. Commerce: A Managerial Perspective
62. Setiadi, N. J. (2015). Perilaku Konsumen. Global (6 ed.). New Jersey: Pearson
Jakarta: Kencana Prenada Media Group. College Div.
63. Setyowati, D., & Suryoko, S. (2020, 76. Turban, E., King, D., Lee, J. K., Liang, T.
Februari 1). Pengaruh E-Service Quality P., & Turban, D. C. (2015). Electronic
terhadap Keputusan Pembelian Melalui E- Commerce: A Managerial and Social
Trust sebagai Variabel Mediasi (Studi Networks Perspective (8 ed.). Springer.
pada Pengguna Situs BukaLapak di Kota 77. Wardoyo, & Andini, I. (2017, Juni).
Semarang). Jurnal Ilmu Administrasi Faktor-Faktor yang Berpengaruh
Bisnis, 9(1), 251-260. Terhadap Keputusan Pembelian secara
64. Situmorang, S. H. (2019). Analisis Data. Online pada Mahasiswa Universitas
Untuk Riset Manajemen dan Bisnis. (4 Gunadarma. Jurnal Ekonomi Manajemen
ed.). Medan: USU Press. Sumber Daya, 19(1), 12-26.
65. Situmorang, S. H. (2017). Riset 78. Werbach, K., & Hunter, D. (2012). For
Pemasaran. Medan: USU Pres. The Win How Game Thinking Can
66. Solihin, D. (2020, Juni). Pengaruh Revolutionize Your Business.
Kepercayaan Pelanggan dan Promosi Philadelphia : Wharton Digital Press.
Terhadap Keputusan Pembelian 79. Xu, Y., Chen, Z., Yao-Ping Peng, M., &
Konsumen Pada Online Shop Mikaylaku Anser, M. K. (2020, November).
Dengan Minat Beli Sebagai Variabel Enhancing Consumer Online Purchase
Intervening. JURNAL MANDIRI: Ilmu Intention Through Gamification in China:
Pengetahuan, Seni, dan Teknologi, 4(1), Perspective of Cognitive Evaluation
38-51. Theory. Frontiers in Psychology, 11, 1-13.
67. Sugiyono. (2018). Metode Penelitian 80. Yang, P., Zhao, Y., Xu, T., & Feng, Y.
Kuantitatif, Kualitatif, dan R&D. (2019, July). The Impact of Gamification
Bandung: Alfabeta. Element on Purchase Intention.
International Journal of Research and Review (ijrrjournal.com) 557
Vol.8; Issue: 8; August 2021Dita Aulia et.al. The influence of gamification, e-service quality and e-trust on online purchase decision with
online purchase intention as intervening variable at the marketplace shopee in Medan City.
International Conference on Service Trust Transfer Perspective. Journal of
Systems and Service Management Retailing and Consumer Services, 42-29.
(ICSSSM). 83. Zichermann, G., & Cunningham, C. (n.d.).
81. Zatalini, N. S., & Mudiantono. (2017). Gamification by Design: Implementing
Analisis Faktor-Faktor yang Berpengaruh Game Mechanics in Web and Mobile
terhadap Kepercayaan, Minat Beli dan Apps (1 ed.). "O"Reilly Media, Inc."
Keamanan Bertransaksi Untuk
Meningkatkan Keputusan Pembelian How to cite this article: Aulia D, Rini ES,
Konsumen pada E-Commerce Fadli. The influence of gamification, e-service
Lazada.co.id di Semarang. Diponegoro quality and e-trust on online purchase decision
Journal of Management, 6(2), 1-12. with online purchase intention as intervening
82. Zhao, J.-D., Huang, J.-S., & Su, S. (2019, variable at the marketplace shopee in Medan
April 14). The Effects of Trust on City. International Journal of Research and
Consumers' Continuous Purchase Review. 2021; 8(8): 546-558. DOI: https://
Intentions in C2C Social Commerce: A doi.org/10.52403/ijrr.20210874
******
International Journal of Research and Review (ijrrjournal.com) 558
Vol.8; Issue: 8; August 2021You can also read
