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Saudi Journal of Business and Management Studies (SJBMS)
Volume-4 | Issue-08 | 665-675
Original Research Article
Brand Trust Model: Analysis of Online Consumer Behavior, Consumer Satisfaction and Repurchase Intention (An empirical study on Hypermart Supermarket in Indonesia)
Hendra Martha Fauzy and Hapzi Ali
Published : Aug. 26, 2019
DOI : 10.36348/sjbms.2019.v04i08.003
Abstract
The purpose of this study was to examine the effect of brand trust in mediating online consumer behavior and customer satisfaction with repurchase intention in online store owned by offline retailers. Two hundred and sixty respondents of consumers aged 15 to 24 (generation z) participated in this study both women and men. These respondents are consumers who have shopped both offline and online in Hypermart retail. Respondents were asked to answer questionnaires regarding their opinions about the behavior of internet usage, satisfaction and trust of the retail. The results obtained were analyzed by SEM (structural equation modeling. Offline brand trust is able to mediate online consumer behavior and customer satisfaction with repurchase intention in online stores owned by offline retail stores. This research emphasizes the trust of the brands owned by retail stores where the main business is selling products offline. While on the other hand there have been many e-commerce and online stores that were earlier in starting sales online. Based on this, it can be seen how offline brand trust is able to play an important role in attracting consumer buying intention in the new (online store) business format owned by the offline retailer
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