PENGARUH PERCEIVED RISK DAN ONLINE CUSTOMER REVIEW DI MEDIA SOSIAL TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER TRUST PADA APLIKASI HALODOC

Nura Anggraeny, - and Btari Mariska, - and Muhammad Rizki Nugraha, - (2025) PENGARUH PERCEIVED RISK DAN ONLINE CUSTOMER REVIEW DI MEDIA SOSIAL TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER TRUST PADA APLIKASI HALODOC. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan menguji pengaruh Perceived Risk dan Online Customer Review terhadap Repurchase Intention melalui peran mediasi Customer Trust pada aplikasi Halodoc. Data dikumpulkan melalui kuesioner dari 235 responden pengguna Halodoc dan dianalisis menggunakan Structural Equation Modeling dengan Partial Least Squares (SEM-PLS) pada perangkat lunak SmartPLS versi 4.0.Hasil penelitian menunjukkan bahwa Perceived Risk berpengaruh signifikan terhadap Customer Trust. Online Customer Review juga memiliki pengaruh positif signifikan terhadap Customer Trust. Selanjutnya, Perceived Risk berpengaruh langsung terhadap Repurchase Intention, sedangkan Online Customer Review berpengaruh positif langsung terhadap Repurchase Intention. Selain itu, Customer Trust terbukti berpengaruh positif signifikan terhadap Repurchase Intention. Lalu, Customer Trust memediasi hubungan antara Perceived Risk dan Repurchase Intention, serta antara Online Customer Review dan Repurchase Intention. Temuan ini menegaskan pentingnya bagi Halodoc untuk mengurangi risiko yang dirasakan pengguna serta pengelolaan ulasan online di media sosial. This study examines the effects of Perceived Risk and Online Customer Reviews on Repurchase Intention, with Customer Trust serving as a mediating variable, in the context of the Halodoc application. Data were collected through a questionnaire administered to 235 Halodoc users and analyzed using Structural Equation Modeling with Partial Least Squares (SEM-PLS) via SmartPLS version 4.0. The results reveal that Perceived Risk has a significant negative effect on Customer Trust, while Online Customer Reviews have a significant positive effect on Customer Trust. In addition, Perceived Risk negatively influences Repurchase Intention directly, whereas Online Customer Reviews exert a direct positive influence on Repurchase Intention. Customer Trust itself has a significant positive effect on Repurchase Intention and acts as a mediator in the relationships between Perceived Risk and Repurchase Intention, as well as between Online Customer Reviews and Repurchase Intention. These findings highlight the importance for Halodoc to reduce users’ perceived risk and actively manage online reviews on social media in order to build trust and encourage repeat usage.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?view_op=list_works&hl=en&user=VEnNsh4AAAAJ&gmla=AH8HC4y3Pp8-m5lrtTjjIbQvjfI2oP7krTEIX70WiAtz1EPrNJGm8Ob591zFNbxNlqIn_9k5kXqNdA4A23p6Ewhmsc3JhD0Urs-UVUkm1d145A ID SINTA Dosen Pembimbing: Btari Mariska: 6681170 Muhammad Rizki Nugraha: 6770726
Uncontrolled Keywords:	Pengaruh Perceived Risk dan Online Customer Review di Media Sosial Terhadap Repurchase Intention Melalui Customer Trust pada Aplikasi Halodoc The Influence of Perceived Risk and Online Customer Reviews on Social Media on Repurchase Intention through Customer Trust in the Halodoc Application
Subjects:	L Education > L Education (General)
Divisions:	UPI Kampus Tasikmalaya > S1 Bisnis Digital
Depositing User:	Nura Anggraeny
Date Deposited:	25 Sep 2025 02:30
Last Modified:	25 Sep 2025 02:30
URI:	http://repository.upi.edu/id/eprint/134466

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