The Effect of Social Media , Consumer Trust and E-Service Quality on Purchase Intention of Online Transportation Services

Abstract

This study aims to analyze the effect of consumer trust, electronic service quality and social media on purchase intentions of online transportation services. The method used in this research is quantitative methods, data collection methods by distributing questionnaires to consumers of Online Transportation Services. The population in this study were consumers of online transportation services in Banten. Methods of data collection through questionnaires distributed electronically using simple random sampling technique. The results of the questionnaire returned were 120 respondents. Based on the results of data analysis, it is concluded that E-Service Quality has a significant effect on purchase intention of online transportation services. Consumer Trust has no effect on the intention to use online transportation services. Social media marketing has a significant effect on the intention to use online transportation services. The novelty of this study is a model of consumer trust, E-service quality, social media marketing and purchase intention of online transportation services. The results of this study can be used as a reference for further research.