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
Country/TerritoryIndonesia
CityJakarta/Bali
Period19/08/1920/08/19

Keywords

  • go-life
  • repurchase intention
  • trust transfer

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