Reputation Communication of Online Companies

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Published: Jun 12, 2018
DOI: https://doi.org/10.25008/jkiski.v3i1.147
Keywords:
E-commerce, e-ServQual, Corporate Reputation, Consumer Trust

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Rino F Boer
STIK London School of Public Relations

Abstract

Nowdays, technology & information development has opened trading through the internet. Digital trading better known as e-commerce is growing rapidly with support of digital communication facilities. Bukalapak.com is the research object because Bukalapak.com is one of the famous online selling sites in Indonesia which experience a decline in performance since its started on 2010 from its several digital indicators. One important aspect for online company is digital service. How does the digital service quality/e-ServQual affect the company's reputation? The purpose of this study is to analyze the e-ServQual influence on consumer trust, analyze the influence of consumer trust on corporate reputation, and analyzieng the effect of e-ServQual on companies mediated by consumer trust in Bukalapak.com users. The population of this study is 111 members of the community of Bukalapak Jakarta. Data was collected through surveys and questionnaire distribution and data analysis used is path analysis. The results of the study showed that e-ServQual has unsignificant negative on corporate reputation (direct effect), e-ServQual has a significant positive effect on consumer trust, consumer trust has a positive effect on corporate reputation, and e-ServQual has significant positive effect on corporate reputation mediated by consumer trust (indirect effect).

Article Details

How to Cite
Boer, R. F. (2018). Reputation Communication of Online Companies. Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia, 3(1), 36–44. https://doi.org/10.25008/jkiski.v3i1.147
Issue
Vol. 3 No. 1 (2018): June 2018 - Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia
Section
Articles

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Author Biography

Rino F Boer, STIK London School of Public Relations

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