Fauzi, Naufan Hafy (2024) EFFECT OF PERCEIVED E-SERVICE QUALITY AND ONLINE CUSTOMER REVIEWS TOWARD PURCHASE INTENTION (Study on Bibit Application Users). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro.

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Abstract

The investment phenomenon among young people has recently experienced
a significant increase. However, Bibit as a mutual fund selling agent experienced a
decrease in transaction value of 15 million USD in 2022. Researchers saw many
complaints on Google Playstore reviews. Application errors and lack of user
friendliness have the potential to make users switch to other mutual fund seller
applications.This study aims to study the effect of Perceived E-Service Quality and
Online Customer Reviews on Purchase Intention in the Bibit application.
The research method used in this research is using explanatory research with
quantitative approach with sample survey method with a sample 100 people. The
data collection techniques are through questionnaires. The data analysis method
used is the one-way model path analysis with the smartPLS 4.0 software program.
The results showed that Perceived E-Service Quality has a positive and
significant influence on purchase intentions in the Bibit Application. Online
Customer Reviews also have a positive and significant influence on purchasing
decisions in the Bibit Application. In addition, the results also show that there is a
direct influence of Perceived E-Service Quality and Online Customer Reviews on
Purchase Intention.
The recommendation given from this research is that the Bibit Application
should be able to improve Perceived E-Service Quality so that it will provide a
memorable usage experience for potential users. That way potential users can
provide positive Online Customer Reviews which in turn will lead to their purchase
intention to buy investment products through the Bibit Application. Future research
is expected to use other variables besides Perceived E-Service Quality and Online
Customer Reviews to find out other results regarding factors that influence
Purchase Intention.
Keywords: Perceived E-Service Quality, Online Customer Reviews, Purchase
Intention, Bibit App, Marketplace, Mutual Funds

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