Consumer Trust Factors Affecting Repurchase Intention of Go-life Services

Alifa Fathia Khaerani, Putu Wuri Handayani, Ave Adriana Pinem

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

This study has the purpose to identify the antecedents of customer's trust for Go-Life, an online on-demand services application in Indonesia. The factors used in this study are based on mobile service quality (M-S-QUAL) framework. The purpose of this study also to analyze whether there is a trust transfer mechanism between parties involved in Go-Life services. This study uses quantitative approach by using online questionnaire data taken from 625 Go-Life users. Data analysis was conducted using partial least square structural equation modelling (PLS-SEM) method with SmartPLS v.3.2.8 software. This study finds out that efficiency, fulfillment, privacy, responsiveness, and content positively contribute to customer's trust using the services provided by Go-Life. Furthermore, the results of this study present that trust transfer mechanism exists between Go-Life users, Go-Life, and Go-Life service provider.

Original languageEnglish
Title of host publicationProceedings of 2019 International Conference on Information Management and Technology, ICIMTech 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages126-131
Number of pages6
ISBN (Electronic)9781728133331
DOIs
Publication statusPublished - 1 Aug 2019
Event4th International Conference on Information Management and Technology, ICIMTech 2019 - Jakarta/Bali, Indonesia
Duration: 19 Aug 201920 Aug 2019

Publication series

NameProceedings of 2019 International Conference on Information Management and Technology, ICIMTech 2019

Conference

Conference4th International Conference on Information Management and Technology, ICIMTech 2019
CountryIndonesia
CityJakarta/Bali
Period19/08/1920/08/19

Keywords

  • go-life
  • repurchase intention
  • trust transfer

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