KESIMPULAN DAN SARAN PENGARUH PERCEIVED REPUTATION, SYSTEM ASSURANCE DAN PROPENSITY TO TRUST TERHADAP KEPERCAYAAN KONSUMEN DALAM TRANSAKSI ONLINE.
BAB IV
KESIMPULAN DAN SARAN
A. Kesimpulan
Bab ini menyajikan kesimpulan-kesimpulan berdasarkan hasil perhitungan
dari bab III sebelumnya. Adapun kesimpulan dari perhitungan tersebut adalah
sebagai berikut:
1. Variabel perceived reputation berpengaruh terhadap customer trust (sig.
uji t = 0,007 < 0,05). Besar pengaruh perceived reputation terhadap
customer trust sebesar 0,291 dan pengaruh sebesar 0,291 ini tergolong
dalam kategori rendah (0,2 – 0,4).
2. Variabel system assurance berpengaruh terhadap customer trust (sig. uji t
= 0,022 < 0,05). Besar pengaruh system assurance terhadap customer trust
sebesar 0,253 dan pengaruh sebesar 0,253 ini tergolong dalam kategori
rendah (0,2 – 0,4).
3. Variabel propensity to trust berpengaruh terhadap customer trust (sig. uji t
= 0,001 < 0,05). Besar pengaruh propensity to trust terhadap customer
trust sebesar 0,336 dan pengaruh sebesar 0,336 ini tergolong dalam
kategori rendah (0,2 – 0,4).
4. Perceived reputation, System assurance dan
Propensity to trust
berpengaruh signifikan terhadap consumer trust (nilai signfikansi uji F
sebesar 0,000 < 0,05), besar pengaruh secara bersama-sama dan serentak
(simultan) sebesar 0,765 dan pengaruh sebesar 0,765 ini termasuk dalam
77
78
kategori tinggi. Selain itu, kemampuan variabel perceived reputation,
system assurance dan propensity to trust menjelaskan perubahan customer
trust sebesar 0,569 atau 56,9% dan sisanya yakni 39,1% customer trust
dijelaskan oleh variabel lain selain ketiga variabel dalam penelitian ini.
B. Saran
1. Bagi praktisi komunikasi
Hasil penelitian ini diharapkan dapat digunakan untuk pengembangan praktik
komunikasi pemasaran khususnya dalam bidang e-commerce, bahwa customer
trust dipengaruhi oleh perceived reputation, system assurance dan propensity
to trust. Berdasarkan perhitungan menunjukkan bahwa propensity to trust
memiliki pengaruh yang paling tinggi terhadap customer trust, dengan
demikian maka pihak praktisi komunikasi harus mampu meningkatkan
kepercayaan konsumen berkaitan dengan apa yang diiklankan terutama
melalui internet berdasarkan dari hal-hal kecil sebagai contoh harus selalu
meng-update informasi yang seharusnya selalu update.
2. Bagi para vendor e-commerce dan para pengelola online store
Hasil penelitian ini menunjukkan bahwa perceived reputation, system
assurance dan propensity to trust mampu mempengaruhi kepercayaan
konsumen, sehingga faktor-faktor tersebut dapat dilakukan evaluasi kembali
guna meningkatkan kepercayaan konsumen yang akhirnya akan berpengaruh
terhadap peningkatan pembelian. Adapun hal-hal yang dapat dilakukan yakni
meningkatkan kompetensi dan kejujuran dan peningkatkan keamanan dalam
bertransaksinya.
79
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III. Referensi lain
http://al-rasyid.blog.undip.ac.id/ di akses tanggal 27 November 2012
http://dailysocial.net/post/markplus-insight-jumlah-pengguna-internet-diindonesia-capai-61-juta-orang diakses tanggal 13 Februari 2013
http://tekno.kompas.com/read/2012/10/05/02371027/prospek.belanja.quotonlineq
uo di akses tanggal 27 November 2012.
http://wartawarga.gunadarma.ac.id/2010/03/manfaat-internet-dalam-dunia-bisnis/
di akses tanggal 27 November 2012.
Setyowati
2012
di
akses
http://tekno.kompas.com/read/2012/10/05/02371027/prospek.belanja.quotonli
nequo di akses tanggal 27 November 2012.
Lampiran
Lampiran 1
Kuesioner Penelitian
Bagian I : Data Responden
1. Apakah anda pernah melakukan pembelian di Toko Quantum Computer
melalui www.rakitan.com?
( ) Ya
( ) Tidak
Bagian II : Pernyataan Penelitian
Pilihlah salah satu jawaban dengan memberi tanda (X) atau (") pada kolom
pernyataan berikut ini
SS = Sangat Setuju
S
= Setuju
N
= Netral
TS = Tidak Setuju
STS = Sangat Tidak Setuju
a. Perceived reputation
No Pertanyaan
1
www.rakitan.com memiliki reputasi yang
bagus
2. www.rakitan.com memiliki reputasi berkat
kejujurannya
3. Pemesanan lewat www.rakitan.com adalah
aman
4. Memperoleh
informasi
tentang
www.rakitan.com bersumber dari informasi
konsumen (teman, keluarga, maupun orang
lain)
SS
S
N
TS
STS
SS
S
N
TS
STS
b. System assurance
No Pertanyaan
1
Situs www.rakitan.com stabil
2. Janji-janji yang ditulis di www.rakitan.com
biasanya ditepati
3. Website www.rakitan.com mampu menjaga
kerahasiaan konsumen
4. Saat bertransaksi di www.rakitan.com
vendor memberikan jaminan pada konsumen
c. Propensity to trust
No Pertanyaan
1
Menurut saya, biasanya orang-orang
cenderung menepati janji
2. Menurut saya, biasanya orang-orang
cenderung dapat dipercaya
3. Saya rasa orang-orang merupakan orang
yang terpercaya
4. Saya biasanya percaya pada orang,
terkecuali jika mereka memberi saya alasan
untuk tidak percaya
SS
S
N
TS
STS
SS
S
N
TS
STS
d. Consumer trust
No Pertanyaan
1
Situs www.rakitan.com terpercaya
2. Vendor
website
www.rakitan.com
memberikan kesan bahwa vendor akan
menepati janji
3. Vendor www.rakitan.com memberikan
kesan bahwa www.rakitan.com akan
menepati komitmen
4. Percaya bahwa vendor www.rakitan.com ini
mampu menimbulkan minat dalam pikiran.
5. Vendor www.rakitan.com ini sesuai dengan
harapan saya
Lampiran 2
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.750
N of Items
4
Item-Total Statistics
pr_1
pr_2
pr_3
pr_4
Scale Mean if
Item Deleted
11.38
11.81
11.54
11.59
Scale
Variance if
Item Deleted
2.085
1.724
2.429
2.144
Corrected
Item-Total
Correlation
.645
.581
.598
.447
Scale Statistics
Mean
15.44
Variance
3.439
Std. Deviation
1.854
N of Items
4
Cronbach's
Alpha if Item
Deleted
.643
.684
.690
.750
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.602
N of Items
4
Item-Total Statistics
sa_1
sa_2
sa_3
sa_4
Scale Mean if
Item Deleted
11.64
11.94
11.51
11.49
Scale
Variance if
Item Deleted
1.753
1.249
1.671
1.519
Corrected
Item-Total
Correlation
.355
.294
.506
.510
Scale Statistics
Mean
15.53
Variance
2.430
Std. Deviation
1.559
N of Items
4
Cronbach's
Alpha if Item
Deleted
.555
.681
.474
.445
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.671
N of Items
4
Item-Total Statistics
ptt_1
ptt_2
ptt_3
ptt_4
Scale Mean if
Item Deleted
10.20
10.39
10.43
10.58
Scale
Variance if
Item Deleted
2.744
2.418
2.020
1.842
Corrected
Item-Total
Correlation
.408
.427
.739
.374
Scale Statistics
Mean
13.86
Variance
3.614
Std. Deviation
1.901
N of Items
4
Cronbach's
Alpha if Item
Deleted
.642
.621
.426
.722
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.816
N of Items
5
Item-Total Statistics
ct_1
ct_2
ct_3
ct_4
ct_5
Scale Mean if
Item Deleted
14.94
14.84
15.06
14.60
14.91
Scale
Variance if
Item Deleted
5.528
4.745
5.730
5.332
5.245
Corrected
Item-Total
Correlation
.416
.708
.686
.629
.677
Scale Statistics
Mean
18.59
Variance
7.942
Std. Deviation
2.818
N of Items
5
Cronbach's
Alpha if Item
Deleted
.846
.748
.769
.774
.760
Lampiran 3
Descriptives
Descriptive Statistics
N
perceived_reputation
system_assurance
propensity_to_trust
customer_trust
Valid N (listwise)
80
80
80
80
80
Minimum
10.00
12.00
10.00
11.00
Maximum
20.00
19.00
17.00
25.00
Mean
15.4375
15.5250
13.8625
18.5875
Std. Deviation
1.85448
1.55876
1.90099
2.81809
Lampiran 4
Frequencies
pernah melakukan pembelian di Toko Quantum Computer melalui www.rakitan.com
Valid
Ya
Frequency
80
Percent
100.0
Valid Percent
100.0
Cumulative
Percent
100.0
Frequencies
www.rakitan.com memiliki reputasi yang bagus
Valid
N
S
SS
Total
Frequency
10
55
15
80
Percent
12.5
68.8
18.8
100.0
Valid Percent
12.5
68.8
18.8
100.0
Cumulative
Percent
12.5
81.3
100.0
www.rakitan.com memiliki reputasi berkat kejujurannya
Valid
TS
N
S
SS
Total
Frequency
8
19
48
5
80
Percent
10.0
23.8
60.0
6.3
100.0
Valid Percent
10.0
23.8
60.0
6.3
100.0
Cumulative
Percent
10.0
33.8
93.8
100.0
Pemesanan lewat www.rakitan.com adalah aman
Valid
N
S
SS
Total
Frequency
12
64
4
80
Percent
15.0
80.0
5.0
100.0
Valid Percent
15.0
80.0
5.0
100.0
Cumulative
Percent
15.0
95.0
100.0
Memperoleh informasi tentang www.rakitan.com bersumber dari
informasi konsumen (teman, keluarga, maupun orang lain)
Valid
TS
N
S
SS
Total
Frequency
3
15
53
9
80
Percent
3.8
18.8
66.3
11.3
100.0
Valid Percent
3.8
18.8
66.3
11.3
100.0
Cumulative
Percent
3.8
22.5
88.8
100.0
Situs www.rakitan.com stabil
Valid
N
S
SS
Total
Frequency
14
61
5
80
Percent
17.5
76.3
6.3
100.0
Valid Percent
17.5
76.3
6.3
100.0
Cumulative
Percent
17.5
93.8
100.0
Janji-janji yang ditulis di www.rakitan.com biasanya ditepati
Valid
TS
N
S
SS
Total
Frequency
4
37
27
12
80
Percent
5.0
46.3
33.8
15.0
100.0
Valid Percent
5.0
46.3
33.8
15.0
100.0
Cumulative
Percent
5.0
51.3
85.0
100.0
Website www.rakitan.com mampu menjaga kerahasiaan konsumen
Valid
N
S
SS
Total
Frequency
7
65
8
80
Percent
8.8
81.3
10.0
100.0
Valid Percent
8.8
81.3
10.0
100.0
Cumulative
Percent
8.8
90.0
100.0
Saat bertransaksi di www.rakitan.com vendor memberikan jaminan pada konsumen
Valid
N
S
SS
Total
Frequency
9
59
12
80
Percent
11.3
73.8
15.0
100.0
Valid Percent
11.3
73.8
15.0
100.0
Cumulative
Percent
11.3
85.0
100.0
Menurut saya, biasanya orang-orang cenderung menepati janji
Valid
N
S
Total
Frequency
27
53
80
Percent
33.8
66.3
100.0
Valid Percent
33.8
66.3
100.0
Cumulative
Percent
33.8
100.0
Menurut saya, biasanya orang-orang cenderung dapat dipercaya
Valid
TS
N
S
Total
Frequency
5
32
43
80
Percent
6.3
40.0
53.8
100.0
Valid Percent
6.3
40.0
53.8
100.0
Cumulative
Percent
6.3
46.3
100.0
Saya rasa orang-orang merupakan orang yang terpercaya
Valid
TS
N
S
Total
Frequency
4
37
39
80
Percent
5.0
46.3
48.8
100.0
Valid Percent
5.0
46.3
48.8
100.0
Cumulative
Percent
5.0
51.3
100.0
Saya biasanya percaya pada orang, terkecuali jika mereka memberi saya alasan untuk tidak percaya
Valid
TS
N
S
SS
Total
Frequency
19
25
30
6
80
Percent
23.8
31.3
37.5
7.5
100.0
Valid Percent
23.8
31.3
37.5
7.5
100.0
Cumulative
Percent
23.8
55.0
92.5
100.0
Situs www.rakitan.com terpercaya
Valid
STS
TS
N
S
SS
Total
Frequency
4
1
21
47
7
80
Percent
5.0
1.3
26.3
58.8
8.8
100.0
Valid Percent
5.0
1.3
26.3
58.8
8.8
100.0
Cumulative
Percent
5.0
6.3
32.5
91.3
100.0
Vendor website www.rakitan.com memberikan kesan bahwa vendor akan menepati janji
Valid
TS
N
S
SS
Total
Frequency
5
24
37
14
80
Percent
6.3
30.0
46.3
17.5
100.0
Valid Percent
6.3
30.0
46.3
17.5
100.0
Cumulative
Percent
6.3
36.3
82.5
100.0
Vendor www.rakitan.com memberikan kesan bahwa www.rakitan.com akan menepati komitmen
Valid
TS
N
S
SS
Total
Frequency
1
38
39
2
80
Percent
1.3
47.5
48.8
2.5
100.0
Valid Percent
1.3
47.5
48.8
2.5
100.0
Cumulative
Percent
1.3
48.8
97.5
100.0
Percaya bahwa vendor www.rakitan.com ini mampu menimbulkan minat dalam pikiran.
Valid
N
S
SS
Total
Frequency
21
39
20
80
Percent
26.3
48.8
25.0
100.0
Valid Percent
26.3
48.8
25.0
100.0
Cumulative
Percent
26.3
75.0
100.0
Vendor www.rakitan.com ini sesuai dengan harapan saya
Valid
N
S
SS
Total
Frequency
37
32
11
80
Percent
46.3
40.0
13.8
100.0
Valid Percent
46.3
40.0
13.8
100.0
Cumulative
Percent
46.3
86.3
100.0
Frequencies
Perceived reputation
Valid
Sedang
Tinggi
Total
Frequency
25
55
80
Percent
31.3
68.8
100.0
Valid Percent
31.3
68.8
100.0
Cumulative
Percent
31.3
100.0
System assurance
Valid
Sedang
Tinggi
Total
Frequency
18
62
80
Percent
22.5
77.5
100.0
Valid Percent
22.5
77.5
100.0
Cumulative
Percent
22.5
100.0
Propensity to trust
Valid
Sedang
Tinggi
Total
Frequency
44
36
80
Percent
55.0
45.0
100.0
Valid Percent
55.0
45.0
100.0
Cumulative
Percent
55.0
100.0
Customer trust
Valid
Rendah
Sedang
Tinggi
Total
Frequency
1
33
46
80
Percent
1.3
41.3
57.5
100.0
Valid Percent
1.3
41.3
57.5
100.0
Cumulative
Percent
1.3
42.5
100.0
Lampiran 5
Correlations
Correlations
customer_trust
perceived_reputation
system_assurance
propensity_to_trust
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
customer_trust
1
80
.662**
.000
80
.661**
.000
80
.672**
.000
80
perceived_
reputation
.662**
.000
80
1
80
.668**
.000
80
.603**
.000
80
Correlations
system_
propensity_to_
assurance
trust
customer_trust
Pearson Correlation
.661**
.672**
Sig. (2-tailed)
.000
.000
N
80
80
perceived_reputation
Pearson Correlation
.668**
.603**
Sig. (2-tailed)
.000
.000
N
80
80
system_assurance
Pearson Correlation
1
.636**
Sig. (2-tailed)
.000
N
80
80
propensity_to_trust
Pearson Correlation
.636**
1
Sig. (2-tailed)
.000
N
80
80
**. Correlation is significant at the 0.01 level (2-tailed).
Regression
Variables Entered/Removedb
Variables
Variables
Entered
Removed
propensity_
to_trust,
perceived_
.
reputation,
system_ a
assurance
a. All requested variables entered.
Model
1
Method
Enter
b. Dependent Variable: customer_trust
Model Summaryb
Adjusted R
Std. Error of
Model
R
R Square
Square
the Estimate
1
.765a
.586
.569
1.84948
a. Predictors: (Constant), propensity_to_trust, perceived_reputation, system_assurance
b. Dependent Variable: customer_trust
ANOVAb
Sum of
df
Mean Square
F
Sig.
Squares
Regression
367.425
3
122.475
35.805
.000a
Residual
259.963
76
3.421
Total
627.388
79
a. Predictors: (Constant), propensity_to_trust, perceived_reputation, system_assurance
Model
1
b. Dependent Variable: customer_trust
Coefficientsa
Model
1
(Constant)
perceived_reputation
system_assurance
propensity_to_trust
Unstandardized
Coefficients
B
Std. Error
-2.239
2.138
.442
.159
.457
.195
.499
.149
Standardized
Coefficients
Beta
.291
.253
.336
t
-1.047
2.785
2.343
3.344
Sig.
.298
.007
.022
.001
Coefficientsa
Collinearity Statistics
Tolerance
VIF
Model
1
(Constant)
perceived_reputation
.500
system_assurance
.468
propensity_to_trust
.539
a. Dependent Variable: customer_trust
1.999
2.136
1.855
Coefficient Correlationsa
Model
1
Correlations
propensity_to_trust
perceived_reputation
system_assurance
Covariances
propensity_to_trust
perceived_reputation
system_assurance
a. Dependent Variable: customer_trust
propensity_to_
trust
1.000
-.310
-.392
.022
-.007
-.011
Collinearity Diagnosticsa
Model
1
Dimension
1
2
3
4
Eigenvalue
3.981
.009
.006
.003
Condition
Index
1.000
20.775
25.798
34.083
perceived_
reputation
-.310
1.000
-.463
-.007
.025
-.014
system_
assurance
-.392
-.463
1.000
-.011
-.014
.038
Collinearity Diagnosticsa
Model
1
Dimension
(Constant)
1
.00
2
.52
3
.23
4
.25
a. Dependent Variable: customer_trust
Variance Proportions
perceived_
system_
reputation
assurance
.00
.00
.01
.00
.71
.01
.29
.99
propensity_to_
trust
.00
.50
.40
.09
Residuals Statisticsa
Minimum
Predicted Value
13.5890
Std. Predicted Value
-2.318
Standard Error of
.222
Predicted Value
Adjusted Predicted Value
13.8643
Residual
-3.66173
Std. Residual
-1.980
Stud. Residual
-2.034
Deleted Residual
-3.86422
Stud. Deleted Residual
-2.078
Mahal. Distance
.154
Cook's Distance
.000
Centered Leverage Value
.002
a. Dependent Variable: customer_trust
Charts
Maximum
22.3428
1.741
Mean
18.5875
.000
Std. Deviation
2.15660
1.000
N
.708
.401
.103
80
22.4926
3.48387
1.884
1.930
3.65750
1.966
10.597
.058
.134
18.5885
.00000
.000
.000
-.00100
-.001
2.963
.012
.038
2.15366
1.81402
.981
1.004
1.90204
1.012
2.114
.015
.027
80
80
80
80
80
80
80
80
80
80
80
Histogram
Dependent Variable: customer_trust
12
Frequency
10
8
6
4
2
Mean =4.29E-16
Std. Dev. =0.981
N =80
0
-2
-1
0
1
Regression Standardized Residual
2
Normal P-P Plot of Regression Standardized Residual
Dependent Variable: customer_trust
Expected Cum Prob
1.0
0.8
0.6
0.4
0.2
0.0
0.0
0.2
0.4
0.6
Observed Cum Prob
0.8
1.0
Scatterplot
Dependent Variable: customer_trust
Regression Standardized Predicted
Value
2
1
0
-1
-2
-3
-3
-2
-1
0
Regression Studentized Residual
1
2
Lampiran 6
Case Summaries
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
pernah
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
pr_1
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
3
4
5
4
5
4
4
4
3
5
4
4
4
5
4
4
5
4
4
4
4
3
5
4
4
4
5
4
4
4
4
4
4
4
5
5
4
4
4
pr_2
3
4
4
4
3
4
4
4
2
4
4
5
4
4
4
3
2
3
5
3
4
3
4
4
4
4
4
4
4
4
4
3
4
2
5
4
4
2
5
3
3
4
4
3
4
2
4
4
4
3
4
4
3
4
4
pr_3
3
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
5
3
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
5
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
pr_4
4
4
2
4
3
4
4
4
4
5
5
4
4
4
4
3
3
4
4
4
4
4
4
3
3
4
4
4
4
4
2
3
4
4
4
4
4
3
5
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
3
sa_1
4
4
3
4
3
4
4
4
3
4
5
4
4
4
4
3
4
5
4
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
3
4
5
4
4
4
4
3
sa_2
3
3
3
3
4
3
5
3
2
5
4
4
4
4
3
4
2
4
4
3
5
3
3
3
3
5
3
4
3
4
3
4
5
2
4
3
3
2
4
3
3
4
4
3
3
3
5
4
3
4
4
5
3
3
3
sa_3
4
4
4
4
3
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
5
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
4
4
4
4
4
sa_4
4
4
4
4
3
4
4
4
4
5
4
4
5
5
4
3
4
4
5
4
4
4
4
4
4
4
4
5
4
4
4
3
4
4
4
4
4
3
5
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
4
ptt_1
4
4
4
3
3
4
4
4
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
3
4
3
3
3
4
3
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
Case Summaries
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
pernah
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
pr_1
3
5
4
4
4
4
3
4
4
5
4
3
4
3
3
4
3
3
4
4
5
4
4
5
4
pr_2
4
4
4
4
3
4
2
3
4
4
4
2
4
3
3
4
2
3
4
4
5
3
3
4
4
pr_3
3
4
4
4
3
4
3
4
4
4
4
3
4
3
4
4
3
3
4
4
5
4
4
4
4
pr_4
3
4
4
4
4
4
2
3
4
4
4
3
5
3
4
4
4
3
5
5
5
3
4
3
4
sa_1
4
4
4
4
4
4
3
3
4
4
4
3
4
4
4
4
4
4
4
5
4
3
5
4
4
sa_2
3
5
4
3
3
3
3
4
3
5
4
3
5
3
3
3
4
3
5
4
4
4
4
5
4
sa_3
4
4
4
4
4
4
4
3
4
4
5
3
5
4
4
4
4
3
5
4
4
3
4
4
4
sa_4
4
4
5
4
4
4
4
3
4
4
3
3
5
4
4
3
4
4
5
4
5
3
4
4
4
ptt_1
4
4
4
4
4
4
4
3
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
3
4
Case Summaries
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
ptt_2
4
4
2
3
4
3
4
2
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
4
3
4
3
4
4
3
4
3
4
4
3
4
4
4
3
3
4
4
4
4
3
ptt_3
3
4
2
3
3
4
4
2
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
3
3
4
3
3
4
3
3
3
4
3
4
3
4
4
3
4
4
4
3
4
3
ptt_4
2
4
2
3
3
4
5
4
2
3
3
4
4
4
3
3
2
3
4
3
5
2
4
2
4
3
4
3
4
4
2
3
5
2
4
4
3
2
4
3
2
4
4
2
4
2
3
4
3
3
4
5
2
4
2
ct_1
4
3
2
4
3
4
4
4
3
4
4
4
5
4
4
4
3
4
5
3
4
3
4
3
4
4
3
3
4
5
1
1
4
1
4
3
4
3
5
4
4
4
4
3
4
3
4
4
3
4
3
5
4
4
4
ct_2
2
5
2
4
3
4
4
3
2
5
4
3
4
4
5
4
3
5
4
3
4
3
4
4
3
4
4
5
3
4
4
3
4
3
4
5
3
4
4
3
3
4
4
3
3
3
5
5
4
3
5
5
4
4
4
ct_3
3
4
3
3
3
4
4
4
3
4
4
3
3
4
4
4
3
4
4
3
4
3
4
3
3
4
3
4
3
3
4
3
4
3
4
4
3
3
4
4
4
4
4
3
3
3
4
4
3
3
4
5
3
4
3
ct_4
3
4
3
4
4
4
4
4
3
5
4
3
5
4
4
4
4
5
4
4
5
4
4
3
3
4
3
5
3
5
3
3
4
3
4
4
3
5
4
4
4
4
5
4
3
4
5
5
3
3
5
5
4
4
4
ct_5
3
4
3
4
3
5
4
4
3
4
4
3
3
4
4
3
3
4
4
3
5
3
4
4
3
4
3
5
3
3
3
3
4
3
5
4
3
3
4
4
4
4
4
3
3
3
4
4
3
3
4
5
4
5
4
Case Summaries
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
ptt_2
3
4
4
3
4
4
3
4
3
4
2
3
4
4
4
3
2
2
4
3
4
3
3
4
4
ptt_3
4
4
4
3
3
4
3
3
4
4
2
3
4
3
4
3
3
2
4
4
4
3
4
4
4
ptt_4
4
3
3
4
2
4
2
3
4
5
4
2
3
2
4
3
2
4
3
3
4
3
3
5
4
ct_1
4
4
4
4
3
4
3
3
4
5
4
1
4
3
4
4
3
4
4
3
4
4
4
5
4
ct_2
3
4
5
4
3
3
2
3
4
4
4
2
5
4
4
3
3
4
5
5
4
4
3
4
4
ct_3
3
4
4
3
4
3
3
3
4
4
4
2
4
3
3
3
3
4
4
4
5
3
3
3
4
ct_4
4
3
5
4
4
3
3
4
4
4
4
3
5
5
4
4
4
3
5
5
5
5
3
5
4
ct_5
3
3
5
4
3
3
3
3
5
4
4
3
5
3
4
4
3
3
4
4
5
3
3
3
5
Lampiran 7
TABEL DISTRIBUSI
r satu sisi (one tail )
Df
5%
DF
5%
DF
5%
DF
5%
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
0.951
0.800
0.687
0.608
0.551
0.507
0.472
0.443
0.419
0.398
0.380
0.365
0.351
0.338
0.327
0.317
0.308
0.299
0.291
0.284
0.277
0.271
0.265
0.260
0.255
0.250
0.245
0.241
0.237
0.233
0.229
0.225
0.222
0.219
0.216
0.213
0.210
0.207
0.204
0.202
0.199
0.197
0.195
0.192
0.190
0.188
0.186
0.184
0.182
0.181
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
0.179
0.177
0.175
0.174
0.172
0.171
0.169
0.168
0.166
0.165
0.164
0.162
0.161
0.160
0.159
0.157
0.156
0.155
0.154
0.153
0.152
0.151
0.150
0.149
0.148
0.147
0.146
0.145
0.144
0.143
0.142
0.141
0.140
0.140
0.139
0.138
0.137
0.136
0.136
0.135
0.134
0.133
0.133
0.132
0.131
0.131
0.130
0.129
0.129
0.128
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
0.127
0.127
0.126
0.125
0.125
0.124
0.124
0.123
0.123
0.122
0.121
0.121
0.120
0.120
0.119
0.119
0.118
0.118
0.117
0.117
0.116
0.116
0.115
0.115
0.114
0.114
0.114
0.113
0.113
0.112
0.112
0.111
0.111
0.111
0.110
0.110
0.109
0.109
0.109
0.108
0.108
0.107
0.107
0.107
0.106
0.106
0.106
0.105
0.105
0.105
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
0.104
0.104
0.103
0.103
0.103
0.102
0.102
0.102
0.102
0.101
0.101
0.101
0.100
0.100
0.100
0.099
0.099
0.099
0.098
0.098
0.098
0.098
0.097
0.097
0.097
0.097
0.096
0.096
0.096
0.095
0.095
0.095
0.095
0.094
0.094
0.094
0.094
0.093
0.093
0.093
0.093
0.092
0.092
0.092
0.092
0.091
0.091
0.091
0.091
0.091
Sumber:
Singgih Santoso (2002:390).
Buku Latihan SPSS Statistik Parametrik;
KESIMPULAN DAN SARAN
A. Kesimpulan
Bab ini menyajikan kesimpulan-kesimpulan berdasarkan hasil perhitungan
dari bab III sebelumnya. Adapun kesimpulan dari perhitungan tersebut adalah
sebagai berikut:
1. Variabel perceived reputation berpengaruh terhadap customer trust (sig.
uji t = 0,007 < 0,05). Besar pengaruh perceived reputation terhadap
customer trust sebesar 0,291 dan pengaruh sebesar 0,291 ini tergolong
dalam kategori rendah (0,2 – 0,4).
2. Variabel system assurance berpengaruh terhadap customer trust (sig. uji t
= 0,022 < 0,05). Besar pengaruh system assurance terhadap customer trust
sebesar 0,253 dan pengaruh sebesar 0,253 ini tergolong dalam kategori
rendah (0,2 – 0,4).
3. Variabel propensity to trust berpengaruh terhadap customer trust (sig. uji t
= 0,001 < 0,05). Besar pengaruh propensity to trust terhadap customer
trust sebesar 0,336 dan pengaruh sebesar 0,336 ini tergolong dalam
kategori rendah (0,2 – 0,4).
4. Perceived reputation, System assurance dan
Propensity to trust
berpengaruh signifikan terhadap consumer trust (nilai signfikansi uji F
sebesar 0,000 < 0,05), besar pengaruh secara bersama-sama dan serentak
(simultan) sebesar 0,765 dan pengaruh sebesar 0,765 ini termasuk dalam
77
78
kategori tinggi. Selain itu, kemampuan variabel perceived reputation,
system assurance dan propensity to trust menjelaskan perubahan customer
trust sebesar 0,569 atau 56,9% dan sisanya yakni 39,1% customer trust
dijelaskan oleh variabel lain selain ketiga variabel dalam penelitian ini.
B. Saran
1. Bagi praktisi komunikasi
Hasil penelitian ini diharapkan dapat digunakan untuk pengembangan praktik
komunikasi pemasaran khususnya dalam bidang e-commerce, bahwa customer
trust dipengaruhi oleh perceived reputation, system assurance dan propensity
to trust. Berdasarkan perhitungan menunjukkan bahwa propensity to trust
memiliki pengaruh yang paling tinggi terhadap customer trust, dengan
demikian maka pihak praktisi komunikasi harus mampu meningkatkan
kepercayaan konsumen berkaitan dengan apa yang diiklankan terutama
melalui internet berdasarkan dari hal-hal kecil sebagai contoh harus selalu
meng-update informasi yang seharusnya selalu update.
2. Bagi para vendor e-commerce dan para pengelola online store
Hasil penelitian ini menunjukkan bahwa perceived reputation, system
assurance dan propensity to trust mampu mempengaruhi kepercayaan
konsumen, sehingga faktor-faktor tersebut dapat dilakukan evaluasi kembali
guna meningkatkan kepercayaan konsumen yang akhirnya akan berpengaruh
terhadap peningkatan pembelian. Adapun hal-hal yang dapat dilakukan yakni
meningkatkan kompetensi dan kejujuran dan peningkatkan keamanan dalam
bertransaksinya.
79
DAFTAR PUSTAKA
I.
Buku
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Dengan Iklan Yang Efektif, Jakarta: PT.Gramedia Pustaka Utama.
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Jefkins, Frank. 1997. Periklanan. Jakarta: Erlangga.
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Littlejohn, S. W. dan Foss. K. A., 2009. Teori Komunikasi (Edisi 9). Salemba
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Rhenald, Kasali. 2000. Manajemen Public Relations. Jakarta : PT. Temprint
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Sekaran, U., 2003, Research Methods for Business, Penerbit Salemba Empat,
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80
Thurlow, Crispin, Lengel, Laura dan Tomic, Alice. 2004. Computer Mediatec
Communication. Social interaction and the internet. California: SAGE
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Yogyakarta.
West, Richard dan Turner, Lynn H. 2008. Pengantar Teori Komunikasi: Analisis
dan Aplikasi. Jakarta: PT. Salemba Humanika.
Widyatama, Rendra. 2005. Pengatar Periklanan. Buana Pustaka Indonesia
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Aberg, J. dan Shahmehri, N., 2000. The Role of Human Web Assistants in
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Bhattacherjee A. 2002. Individual trust in online firms: scale development and
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Chen Yi., 1997. “The Role of Brand Equity in International Market”,
International Business Daily, May.
Corbit, Brian J. Thanasankit , Theerasak, Yi, Han. 2003. T rust and e-commerce: a
study of consumer perceptions. Electronic Commerce Research and
Applications 2. 203–215
D’Angelo, J. and Little, S. (1998), “Successful Web pages: what are they and do
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European Journal of Marketing, 32 (7).
Doney, Patricia M., dan Joseph P. Cannon., 1997, “An Examination of the Nature
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Head, M.M., Yuan, Y., Archer, N. (2001). Building Trust in E-Commerce: A
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Huizingh., Eelko K.R.E. 2002. Open innovation: State of the art and future
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81
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III. Referensi lain
http://al-rasyid.blog.undip.ac.id/ di akses tanggal 27 November 2012
http://dailysocial.net/post/markplus-insight-jumlah-pengguna-internet-diindonesia-capai-61-juta-orang diakses tanggal 13 Februari 2013
http://tekno.kompas.com/read/2012/10/05/02371027/prospek.belanja.quotonlineq
uo di akses tanggal 27 November 2012.
http://wartawarga.gunadarma.ac.id/2010/03/manfaat-internet-dalam-dunia-bisnis/
di akses tanggal 27 November 2012.
Setyowati
2012
di
akses
http://tekno.kompas.com/read/2012/10/05/02371027/prospek.belanja.quotonli
nequo di akses tanggal 27 November 2012.
Lampiran
Lampiran 1
Kuesioner Penelitian
Bagian I : Data Responden
1. Apakah anda pernah melakukan pembelian di Toko Quantum Computer
melalui www.rakitan.com?
( ) Ya
( ) Tidak
Bagian II : Pernyataan Penelitian
Pilihlah salah satu jawaban dengan memberi tanda (X) atau (") pada kolom
pernyataan berikut ini
SS = Sangat Setuju
S
= Setuju
N
= Netral
TS = Tidak Setuju
STS = Sangat Tidak Setuju
a. Perceived reputation
No Pertanyaan
1
www.rakitan.com memiliki reputasi yang
bagus
2. www.rakitan.com memiliki reputasi berkat
kejujurannya
3. Pemesanan lewat www.rakitan.com adalah
aman
4. Memperoleh
informasi
tentang
www.rakitan.com bersumber dari informasi
konsumen (teman, keluarga, maupun orang
lain)
SS
S
N
TS
STS
SS
S
N
TS
STS
b. System assurance
No Pertanyaan
1
Situs www.rakitan.com stabil
2. Janji-janji yang ditulis di www.rakitan.com
biasanya ditepati
3. Website www.rakitan.com mampu menjaga
kerahasiaan konsumen
4. Saat bertransaksi di www.rakitan.com
vendor memberikan jaminan pada konsumen
c. Propensity to trust
No Pertanyaan
1
Menurut saya, biasanya orang-orang
cenderung menepati janji
2. Menurut saya, biasanya orang-orang
cenderung dapat dipercaya
3. Saya rasa orang-orang merupakan orang
yang terpercaya
4. Saya biasanya percaya pada orang,
terkecuali jika mereka memberi saya alasan
untuk tidak percaya
SS
S
N
TS
STS
SS
S
N
TS
STS
d. Consumer trust
No Pertanyaan
1
Situs www.rakitan.com terpercaya
2. Vendor
website
www.rakitan.com
memberikan kesan bahwa vendor akan
menepati janji
3. Vendor www.rakitan.com memberikan
kesan bahwa www.rakitan.com akan
menepati komitmen
4. Percaya bahwa vendor www.rakitan.com ini
mampu menimbulkan minat dalam pikiran.
5. Vendor www.rakitan.com ini sesuai dengan
harapan saya
Lampiran 2
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.750
N of Items
4
Item-Total Statistics
pr_1
pr_2
pr_3
pr_4
Scale Mean if
Item Deleted
11.38
11.81
11.54
11.59
Scale
Variance if
Item Deleted
2.085
1.724
2.429
2.144
Corrected
Item-Total
Correlation
.645
.581
.598
.447
Scale Statistics
Mean
15.44
Variance
3.439
Std. Deviation
1.854
N of Items
4
Cronbach's
Alpha if Item
Deleted
.643
.684
.690
.750
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.602
N of Items
4
Item-Total Statistics
sa_1
sa_2
sa_3
sa_4
Scale Mean if
Item Deleted
11.64
11.94
11.51
11.49
Scale
Variance if
Item Deleted
1.753
1.249
1.671
1.519
Corrected
Item-Total
Correlation
.355
.294
.506
.510
Scale Statistics
Mean
15.53
Variance
2.430
Std. Deviation
1.559
N of Items
4
Cronbach's
Alpha if Item
Deleted
.555
.681
.474
.445
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.671
N of Items
4
Item-Total Statistics
ptt_1
ptt_2
ptt_3
ptt_4
Scale Mean if
Item Deleted
10.20
10.39
10.43
10.58
Scale
Variance if
Item Deleted
2.744
2.418
2.020
1.842
Corrected
Item-Total
Correlation
.408
.427
.739
.374
Scale Statistics
Mean
13.86
Variance
3.614
Std. Deviation
1.901
N of Items
4
Cronbach's
Alpha if Item
Deleted
.642
.621
.426
.722
Reliability
Case Processing Summary
N
%
Valid
80
100.0
Excludeda
0
.0
Total
80
100.0
a. Listwise deletion based on all variables in the procedure.
Cases
Reliability Statistics
Cronbach's
Alpha
.816
N of Items
5
Item-Total Statistics
ct_1
ct_2
ct_3
ct_4
ct_5
Scale Mean if
Item Deleted
14.94
14.84
15.06
14.60
14.91
Scale
Variance if
Item Deleted
5.528
4.745
5.730
5.332
5.245
Corrected
Item-Total
Correlation
.416
.708
.686
.629
.677
Scale Statistics
Mean
18.59
Variance
7.942
Std. Deviation
2.818
N of Items
5
Cronbach's
Alpha if Item
Deleted
.846
.748
.769
.774
.760
Lampiran 3
Descriptives
Descriptive Statistics
N
perceived_reputation
system_assurance
propensity_to_trust
customer_trust
Valid N (listwise)
80
80
80
80
80
Minimum
10.00
12.00
10.00
11.00
Maximum
20.00
19.00
17.00
25.00
Mean
15.4375
15.5250
13.8625
18.5875
Std. Deviation
1.85448
1.55876
1.90099
2.81809
Lampiran 4
Frequencies
pernah melakukan pembelian di Toko Quantum Computer melalui www.rakitan.com
Valid
Ya
Frequency
80
Percent
100.0
Valid Percent
100.0
Cumulative
Percent
100.0
Frequencies
www.rakitan.com memiliki reputasi yang bagus
Valid
N
S
SS
Total
Frequency
10
55
15
80
Percent
12.5
68.8
18.8
100.0
Valid Percent
12.5
68.8
18.8
100.0
Cumulative
Percent
12.5
81.3
100.0
www.rakitan.com memiliki reputasi berkat kejujurannya
Valid
TS
N
S
SS
Total
Frequency
8
19
48
5
80
Percent
10.0
23.8
60.0
6.3
100.0
Valid Percent
10.0
23.8
60.0
6.3
100.0
Cumulative
Percent
10.0
33.8
93.8
100.0
Pemesanan lewat www.rakitan.com adalah aman
Valid
N
S
SS
Total
Frequency
12
64
4
80
Percent
15.0
80.0
5.0
100.0
Valid Percent
15.0
80.0
5.0
100.0
Cumulative
Percent
15.0
95.0
100.0
Memperoleh informasi tentang www.rakitan.com bersumber dari
informasi konsumen (teman, keluarga, maupun orang lain)
Valid
TS
N
S
SS
Total
Frequency
3
15
53
9
80
Percent
3.8
18.8
66.3
11.3
100.0
Valid Percent
3.8
18.8
66.3
11.3
100.0
Cumulative
Percent
3.8
22.5
88.8
100.0
Situs www.rakitan.com stabil
Valid
N
S
SS
Total
Frequency
14
61
5
80
Percent
17.5
76.3
6.3
100.0
Valid Percent
17.5
76.3
6.3
100.0
Cumulative
Percent
17.5
93.8
100.0
Janji-janji yang ditulis di www.rakitan.com biasanya ditepati
Valid
TS
N
S
SS
Total
Frequency
4
37
27
12
80
Percent
5.0
46.3
33.8
15.0
100.0
Valid Percent
5.0
46.3
33.8
15.0
100.0
Cumulative
Percent
5.0
51.3
85.0
100.0
Website www.rakitan.com mampu menjaga kerahasiaan konsumen
Valid
N
S
SS
Total
Frequency
7
65
8
80
Percent
8.8
81.3
10.0
100.0
Valid Percent
8.8
81.3
10.0
100.0
Cumulative
Percent
8.8
90.0
100.0
Saat bertransaksi di www.rakitan.com vendor memberikan jaminan pada konsumen
Valid
N
S
SS
Total
Frequency
9
59
12
80
Percent
11.3
73.8
15.0
100.0
Valid Percent
11.3
73.8
15.0
100.0
Cumulative
Percent
11.3
85.0
100.0
Menurut saya, biasanya orang-orang cenderung menepati janji
Valid
N
S
Total
Frequency
27
53
80
Percent
33.8
66.3
100.0
Valid Percent
33.8
66.3
100.0
Cumulative
Percent
33.8
100.0
Menurut saya, biasanya orang-orang cenderung dapat dipercaya
Valid
TS
N
S
Total
Frequency
5
32
43
80
Percent
6.3
40.0
53.8
100.0
Valid Percent
6.3
40.0
53.8
100.0
Cumulative
Percent
6.3
46.3
100.0
Saya rasa orang-orang merupakan orang yang terpercaya
Valid
TS
N
S
Total
Frequency
4
37
39
80
Percent
5.0
46.3
48.8
100.0
Valid Percent
5.0
46.3
48.8
100.0
Cumulative
Percent
5.0
51.3
100.0
Saya biasanya percaya pada orang, terkecuali jika mereka memberi saya alasan untuk tidak percaya
Valid
TS
N
S
SS
Total
Frequency
19
25
30
6
80
Percent
23.8
31.3
37.5
7.5
100.0
Valid Percent
23.8
31.3
37.5
7.5
100.0
Cumulative
Percent
23.8
55.0
92.5
100.0
Situs www.rakitan.com terpercaya
Valid
STS
TS
N
S
SS
Total
Frequency
4
1
21
47
7
80
Percent
5.0
1.3
26.3
58.8
8.8
100.0
Valid Percent
5.0
1.3
26.3
58.8
8.8
100.0
Cumulative
Percent
5.0
6.3
32.5
91.3
100.0
Vendor website www.rakitan.com memberikan kesan bahwa vendor akan menepati janji
Valid
TS
N
S
SS
Total
Frequency
5
24
37
14
80
Percent
6.3
30.0
46.3
17.5
100.0
Valid Percent
6.3
30.0
46.3
17.5
100.0
Cumulative
Percent
6.3
36.3
82.5
100.0
Vendor www.rakitan.com memberikan kesan bahwa www.rakitan.com akan menepati komitmen
Valid
TS
N
S
SS
Total
Frequency
1
38
39
2
80
Percent
1.3
47.5
48.8
2.5
100.0
Valid Percent
1.3
47.5
48.8
2.5
100.0
Cumulative
Percent
1.3
48.8
97.5
100.0
Percaya bahwa vendor www.rakitan.com ini mampu menimbulkan minat dalam pikiran.
Valid
N
S
SS
Total
Frequency
21
39
20
80
Percent
26.3
48.8
25.0
100.0
Valid Percent
26.3
48.8
25.0
100.0
Cumulative
Percent
26.3
75.0
100.0
Vendor www.rakitan.com ini sesuai dengan harapan saya
Valid
N
S
SS
Total
Frequency
37
32
11
80
Percent
46.3
40.0
13.8
100.0
Valid Percent
46.3
40.0
13.8
100.0
Cumulative
Percent
46.3
86.3
100.0
Frequencies
Perceived reputation
Valid
Sedang
Tinggi
Total
Frequency
25
55
80
Percent
31.3
68.8
100.0
Valid Percent
31.3
68.8
100.0
Cumulative
Percent
31.3
100.0
System assurance
Valid
Sedang
Tinggi
Total
Frequency
18
62
80
Percent
22.5
77.5
100.0
Valid Percent
22.5
77.5
100.0
Cumulative
Percent
22.5
100.0
Propensity to trust
Valid
Sedang
Tinggi
Total
Frequency
44
36
80
Percent
55.0
45.0
100.0
Valid Percent
55.0
45.0
100.0
Cumulative
Percent
55.0
100.0
Customer trust
Valid
Rendah
Sedang
Tinggi
Total
Frequency
1
33
46
80
Percent
1.3
41.3
57.5
100.0
Valid Percent
1.3
41.3
57.5
100.0
Cumulative
Percent
1.3
42.5
100.0
Lampiran 5
Correlations
Correlations
customer_trust
perceived_reputation
system_assurance
propensity_to_trust
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
customer_trust
1
80
.662**
.000
80
.661**
.000
80
.672**
.000
80
perceived_
reputation
.662**
.000
80
1
80
.668**
.000
80
.603**
.000
80
Correlations
system_
propensity_to_
assurance
trust
customer_trust
Pearson Correlation
.661**
.672**
Sig. (2-tailed)
.000
.000
N
80
80
perceived_reputation
Pearson Correlation
.668**
.603**
Sig. (2-tailed)
.000
.000
N
80
80
system_assurance
Pearson Correlation
1
.636**
Sig. (2-tailed)
.000
N
80
80
propensity_to_trust
Pearson Correlation
.636**
1
Sig. (2-tailed)
.000
N
80
80
**. Correlation is significant at the 0.01 level (2-tailed).
Regression
Variables Entered/Removedb
Variables
Variables
Entered
Removed
propensity_
to_trust,
perceived_
.
reputation,
system_ a
assurance
a. All requested variables entered.
Model
1
Method
Enter
b. Dependent Variable: customer_trust
Model Summaryb
Adjusted R
Std. Error of
Model
R
R Square
Square
the Estimate
1
.765a
.586
.569
1.84948
a. Predictors: (Constant), propensity_to_trust, perceived_reputation, system_assurance
b. Dependent Variable: customer_trust
ANOVAb
Sum of
df
Mean Square
F
Sig.
Squares
Regression
367.425
3
122.475
35.805
.000a
Residual
259.963
76
3.421
Total
627.388
79
a. Predictors: (Constant), propensity_to_trust, perceived_reputation, system_assurance
Model
1
b. Dependent Variable: customer_trust
Coefficientsa
Model
1
(Constant)
perceived_reputation
system_assurance
propensity_to_trust
Unstandardized
Coefficients
B
Std. Error
-2.239
2.138
.442
.159
.457
.195
.499
.149
Standardized
Coefficients
Beta
.291
.253
.336
t
-1.047
2.785
2.343
3.344
Sig.
.298
.007
.022
.001
Coefficientsa
Collinearity Statistics
Tolerance
VIF
Model
1
(Constant)
perceived_reputation
.500
system_assurance
.468
propensity_to_trust
.539
a. Dependent Variable: customer_trust
1.999
2.136
1.855
Coefficient Correlationsa
Model
1
Correlations
propensity_to_trust
perceived_reputation
system_assurance
Covariances
propensity_to_trust
perceived_reputation
system_assurance
a. Dependent Variable: customer_trust
propensity_to_
trust
1.000
-.310
-.392
.022
-.007
-.011
Collinearity Diagnosticsa
Model
1
Dimension
1
2
3
4
Eigenvalue
3.981
.009
.006
.003
Condition
Index
1.000
20.775
25.798
34.083
perceived_
reputation
-.310
1.000
-.463
-.007
.025
-.014
system_
assurance
-.392
-.463
1.000
-.011
-.014
.038
Collinearity Diagnosticsa
Model
1
Dimension
(Constant)
1
.00
2
.52
3
.23
4
.25
a. Dependent Variable: customer_trust
Variance Proportions
perceived_
system_
reputation
assurance
.00
.00
.01
.00
.71
.01
.29
.99
propensity_to_
trust
.00
.50
.40
.09
Residuals Statisticsa
Minimum
Predicted Value
13.5890
Std. Predicted Value
-2.318
Standard Error of
.222
Predicted Value
Adjusted Predicted Value
13.8643
Residual
-3.66173
Std. Residual
-1.980
Stud. Residual
-2.034
Deleted Residual
-3.86422
Stud. Deleted Residual
-2.078
Mahal. Distance
.154
Cook's Distance
.000
Centered Leverage Value
.002
a. Dependent Variable: customer_trust
Charts
Maximum
22.3428
1.741
Mean
18.5875
.000
Std. Deviation
2.15660
1.000
N
.708
.401
.103
80
22.4926
3.48387
1.884
1.930
3.65750
1.966
10.597
.058
.134
18.5885
.00000
.000
.000
-.00100
-.001
2.963
.012
.038
2.15366
1.81402
.981
1.004
1.90204
1.012
2.114
.015
.027
80
80
80
80
80
80
80
80
80
80
80
Histogram
Dependent Variable: customer_trust
12
Frequency
10
8
6
4
2
Mean =4.29E-16
Std. Dev. =0.981
N =80
0
-2
-1
0
1
Regression Standardized Residual
2
Normal P-P Plot of Regression Standardized Residual
Dependent Variable: customer_trust
Expected Cum Prob
1.0
0.8
0.6
0.4
0.2
0.0
0.0
0.2
0.4
0.6
Observed Cum Prob
0.8
1.0
Scatterplot
Dependent Variable: customer_trust
Regression Standardized Predicted
Value
2
1
0
-1
-2
-3
-3
-2
-1
0
Regression Studentized Residual
1
2
Lampiran 6
Case Summaries
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
pernah
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
pr_1
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
3
4
5
4
5
4
4
4
3
5
4
4
4
5
4
4
5
4
4
4
4
3
5
4
4
4
5
4
4
4
4
4
4
4
5
5
4
4
4
pr_2
3
4
4
4
3
4
4
4
2
4
4
5
4
4
4
3
2
3
5
3
4
3
4
4
4
4
4
4
4
4
4
3
4
2
5
4
4
2
5
3
3
4
4
3
4
2
4
4
4
3
4
4
3
4
4
pr_3
3
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
5
3
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
5
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
pr_4
4
4
2
4
3
4
4
4
4
5
5
4
4
4
4
3
3
4
4
4
4
4
4
3
3
4
4
4
4
4
2
3
4
4
4
4
4
3
5
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
3
sa_1
4
4
3
4
3
4
4
4
3
4
5
4
4
4
4
3
4
5
4
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
3
4
5
4
4
4
4
3
sa_2
3
3
3
3
4
3
5
3
2
5
4
4
4
4
3
4
2
4
4
3
5
3
3
3
3
5
3
4
3
4
3
4
5
2
4
3
3
2
4
3
3
4
4
3
3
3
5
4
3
4
4
5
3
3
3
sa_3
4
4
4
4
3
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
5
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
4
4
4
4
4
sa_4
4
4
4
4
3
4
4
4
4
5
4
4
5
5
4
3
4
4
5
4
4
4
4
4
4
4
4
5
4
4
4
3
4
4
4
4
4
3
5
4
4
4
4
4
4
4
5
4
4
4
5
4
4
4
4
ptt_1
4
4
4
3
3
4
4
4
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
3
4
3
3
3
4
3
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
Case Summaries
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
pernah
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
pr_1
3
5
4
4
4
4
3
4
4
5
4
3
4
3
3
4
3
3
4
4
5
4
4
5
4
pr_2
4
4
4
4
3
4
2
3
4
4
4
2
4
3
3
4
2
3
4
4
5
3
3
4
4
pr_3
3
4
4
4
3
4
3
4
4
4
4
3
4
3
4
4
3
3
4
4
5
4
4
4
4
pr_4
3
4
4
4
4
4
2
3
4
4
4
3
5
3
4
4
4
3
5
5
5
3
4
3
4
sa_1
4
4
4
4
4
4
3
3
4
4
4
3
4
4
4
4
4
4
4
5
4
3
5
4
4
sa_2
3
5
4
3
3
3
3
4
3
5
4
3
5
3
3
3
4
3
5
4
4
4
4
5
4
sa_3
4
4
4
4
4
4
4
3
4
4
5
3
5
4
4
4
4
3
5
4
4
3
4
4
4
sa_4
4
4
5
4
4
4
4
3
4
4
3
3
5
4
4
3
4
4
5
4
5
3
4
4
4
ptt_1
4
4
4
4
4
4
4
3
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
3
4
Case Summaries
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
ptt_2
4
4
2
3
4
3
4
2
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
4
3
4
3
4
4
3
4
3
4
4
3
4
4
4
3
3
4
4
4
4
3
ptt_3
3
4
2
3
3
4
4
2
3
4
4
3
4
3
3
3
3
4
4
3
4
3
4
3
4
4
3
4
3
4
3
3
4
3
3
4
3
3
4
3
3
3
4
3
4
3
4
4
3
4
4
4
3
4
3
ptt_4
2
4
2
3
3
4
5
4
2
3
3
4
4
4
3
3
2
3
4
3
5
2
4
2
4
3
4
3
4
4
2
3
5
2
4
4
3
2
4
3
2
4
4
2
4
2
3
4
3
3
4
5
2
4
2
ct_1
4
3
2
4
3
4
4
4
3
4
4
4
5
4
4
4
3
4
5
3
4
3
4
3
4
4
3
3
4
5
1
1
4
1
4
3
4
3
5
4
4
4
4
3
4
3
4
4
3
4
3
5
4
4
4
ct_2
2
5
2
4
3
4
4
3
2
5
4
3
4
4
5
4
3
5
4
3
4
3
4
4
3
4
4
5
3
4
4
3
4
3
4
5
3
4
4
3
3
4
4
3
3
3
5
5
4
3
5
5
4
4
4
ct_3
3
4
3
3
3
4
4
4
3
4
4
3
3
4
4
4
3
4
4
3
4
3
4
3
3
4
3
4
3
3
4
3
4
3
4
4
3
3
4
4
4
4
4
3
3
3
4
4
3
3
4
5
3
4
3
ct_4
3
4
3
4
4
4
4
4
3
5
4
3
5
4
4
4
4
5
4
4
5
4
4
3
3
4
3
5
3
5
3
3
4
3
4
4
3
5
4
4
4
4
5
4
3
4
5
5
3
3
5
5
4
4
4
ct_5
3
4
3
4
3
5
4
4
3
4
4
3
3
4
4
3
3
4
4
3
5
3
4
4
3
4
3
5
3
3
3
3
4
3
5
4
3
3
4
4
4
4
4
3
3
3
4
4
3
3
4
5
4
5
4
Case Summaries
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
ptt_2
3
4
4
3
4
4
3
4
3
4
2
3
4
4
4
3
2
2
4
3
4
3
3
4
4
ptt_3
4
4
4
3
3
4
3
3
4
4
2
3
4
3
4
3
3
2
4
4
4
3
4
4
4
ptt_4
4
3
3
4
2
4
2
3
4
5
4
2
3
2
4
3
2
4
3
3
4
3
3
5
4
ct_1
4
4
4
4
3
4
3
3
4
5
4
1
4
3
4
4
3
4
4
3
4
4
4
5
4
ct_2
3
4
5
4
3
3
2
3
4
4
4
2
5
4
4
3
3
4
5
5
4
4
3
4
4
ct_3
3
4
4
3
4
3
3
3
4
4
4
2
4
3
3
3
3
4
4
4
5
3
3
3
4
ct_4
4
3
5
4
4
3
3
4
4
4
4
3
5
5
4
4
4
3
5
5
5
5
3
5
4
ct_5
3
3
5
4
3
3
3
3
5
4
4
3
5
3
4
4
3
3
4
4
5
3
3
3
5
Lampiran 7
TABEL DISTRIBUSI
r satu sisi (one tail )
Df
5%
DF
5%
DF
5%
DF
5%
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
0.951
0.800
0.687
0.608
0.551
0.507
0.472
0.443
0.419
0.398
0.380
0.365
0.351
0.338
0.327
0.317
0.308
0.299
0.291
0.284
0.277
0.271
0.265
0.260
0.255
0.250
0.245
0.241
0.237
0.233
0.229
0.225
0.222
0.219
0.216
0.213
0.210
0.207
0.204
0.202
0.199
0.197
0.195
0.192
0.190
0.188
0.186
0.184
0.182
0.181
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
0.179
0.177
0.175
0.174
0.172
0.171
0.169
0.168
0.166
0.165
0.164
0.162
0.161
0.160
0.159
0.157
0.156
0.155
0.154
0.153
0.152
0.151
0.150
0.149
0.148
0.147
0.146
0.145
0.144
0.143
0.142
0.141
0.140
0.140
0.139
0.138
0.137
0.136
0.136
0.135
0.134
0.133
0.133
0.132
0.131
0.131
0.130
0.129
0.129
0.128
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
0.127
0.127
0.126
0.125
0.125
0.124
0.124
0.123
0.123
0.122
0.121
0.121
0.120
0.120
0.119
0.119
0.118
0.118
0.117
0.117
0.116
0.116
0.115
0.115
0.114
0.114
0.114
0.113
0.113
0.112
0.112
0.111
0.111
0.111
0.110
0.110
0.109
0.109
0.109
0.108
0.108
0.107
0.107
0.107
0.106
0.106
0.106
0.105
0.105
0.105
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
0.104
0.104
0.103
0.103
0.103
0.102
0.102
0.102
0.102
0.101
0.101
0.101
0.100
0.100
0.100
0.099
0.099
0.099
0.098
0.098
0.098
0.098
0.097
0.097
0.097
0.097
0.096
0.096
0.096
0.095
0.095
0.095
0.095
0.094
0.094
0.094
0.094
0.093
0.093
0.093
0.093
0.092
0.092
0.092
0.092
0.091
0.091
0.091
0.091
0.091
Sumber:
Singgih Santoso (2002:390).
Buku Latihan SPSS Statistik Parametrik;