Pengaruh Online Customer Review dan Persepsi Harga terhadap Kepuasan Konsumen Melalui Keputusan Pembelian pada Layanan ShopeeFood di Kota Pekanbaru

Authors

  • Onni Fanya Nabilah Universitas Riau, Indonesia
  • Aida Nursanti Universitas Riau, Indonesia
  • Henni Noviasari Universitas Riau, Indonesia
  • Arika Fitriani Universitas Riau, Indonesia

DOI:

https://doi.org/10.57235/jambuair.v5i2.8773

Keywords:

Online customer review, persepsi harga, keputusan pembelian, kepuasan konsumen, ShopeeFood

Abstract

Penelitian ini bertujuan untuk menganalisis peran keputusan pembelian sebagai variabel mediasi dalam hubungan antara online customer review dan persepsi harga terhadap kepuasan konsumen pada layanan ShopeeFood di Pekanbaru. Penelitian ini menggunakan pendekatan kuantitatif dengan data yang diperoleh dari 110 responden dan dianalisis menggunakan metode Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa online customer review berpengaruh positif dan signifikan terhadap keputusan pembelian, persepsi harga berpengaruh positif dan signifikan terhadap keputusan pembelian, serta keputusan pembelian berpengaruh positif dan signifikan terhadap kepuasan konsumen. Selain itu, keputusan pembelian terbukti mampu memediasi secara penuh hubungan antara online customer review dan persepsi harga terhadap kepuasan konsumen. Temuan ini menegaskan bahwa kualitas ulasan pelanggan dan persepsi harga yang baik dapat mendorong pengambilan keputusan yang tepat, sehingga berdampak pada peningkatan kepuasan konsumen.

Downloads

Download data is not yet available.

References

Choirunnida, A., & Prabowo, R. E. (2024). Kualitas Produk, Persepsi Harga Dan Online customer review Terhadap Keputusan Pembelian Pada E-Commerce Shopee Di Kota Semarang. Journal of Management and Bussines (JOMB), 6(1), 263–274. https://doi.org/https://doi.org/10.31539/jomb.v6i1.8986

Fani, R., Nur, S. W., & Hasan, A. (2022). Consumer Satisfaction and Online Purchase Decisions: Examining The Price and Product Analysis. Jurnal Manajemen Bisnis, 9(2), 263–273. https://doi.org/10.33096/jmb.v9i2.298

Fauziah, Y., Franciscus, D. S. S., & Ali, H. (2023). Pengaruh Online Consumer Review, Kualitas Produk dan Persepsi Harga terhadap Keputusan Pembelian. Jurnal Komunikasi dan Ilmu Sosial, 1(1), 48–64. https://doi.org/10.38035/jkis.v1i1.118

Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270. https://doi.org/10.1016/j.jbusres.2014.11.006

Hair, J. F., Hult, G. T., Ringle, C. M., Sastedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling ( PLS-SEM ) Using R: A Workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7

Hareka, M. B., & Harwani, Y. (2025). The Influence of Promotion, Price Perception, Convenience and Trust on Food and Beverage Purchasing Decisions Using Gofood Features (Gojek Application Study in West Jakarta). Dinasti International Journal of Digital Business Management, 2025(2), 180–188. https://doi.org/https://doi.org/10.38035/dijdbm.v6i2.4090

Havidz, H. B. H. (2022). Effect of Price Perception and Service Quality on on Purchase Decisions. Dinasti International Journal of Economics, Finance & Accounting, 3(4), 469–481. https://doi.org/10.38035/dijefa.v3i4.1473

Koagouw, N. V, Mandey, S. L., & Karuntu, M. M. (2024). Pengaruh Price Discount, Online customer review dan Digital Payment Method Terhadap Keputusan Pembelian Melalui Layanan Go-Food Pada Masyarakat Kelurahan Malalayang 1 Timur. Jurnal EMBA, 12(3), 278–288.

Maharani, N. luh E., & Yulianthini, N. N. (2023). Pengaruh Online customer review dan Price Consciousness terhadap Keputusan Pembelian pada Layanan Gofood melalui Aplikasi Gojek dengan Selera sebagai Variabel Mediasi. Bisma: Jurnal Manajemen, 9(2), 136–144. https://doi.org/10.23887/bjm.v9i2.59721

Nabila, N., Dari, T. W., & Hendra, J. (2025). Perubahan Pola dan Perilaku Konsumsi Masyarakat di Tengah Digitalisasi Pasca Pandemi Covid-19. JAMPARING: Jurnal Akuntansi Manajemen Pariwisata dan Pembelajaran Konseling, 3(1), 147–159.

Nurhaliza, N., Yusup, M., & Sanurdi. (2024). The Influence of Online customer reviews and Online Customer Ratings on Purchase Decisions with Trust as an Intervening Variable (A Study on Muslim Millennial Consumers Using the Shopee Marketplace in Mataram City). Manazhim: Jurnal Manajemen dan Ilmu Pendidikan, 6(August 2024), 425–450. https://doi.org/https://doi.org/10.36088/manazhim.v6i2.4707

Putra, A. R., Puspitasari, R. H. U., & Nastiti, P. R. (2025). Pengaruh Kepercayaan Pelanggan dan Online customer review terhadap Kepuasan Pelanggan dengan Keputusan Pembelian sebagai Variabel Mediasi pada Pengguna Shopee Food di Kota Semarang. Journal of Artificial Intelligence and Digital Business (RIGGS), 10(1), 550–554. https://doi.org/https://doi.org/10.31004/riggs.v4i4.3435

Ragatirta, P. L., & Tiningrum, E. (2020). Pengaruh Atmosphere Store, Desain Produk, Dan Citra Merek Terhadap Keputusan Pembelian (Studi Kasus di Rown Division Surakarta). Excellent: Jurnal Manajemen, Bisnis dan Pendidikan, 7(2), 143–152. https://e-journal.stie-aub.ac.id/index.php/excellent%0Ahttps://doi.org/10.36587/exc.v7i2.793

Ramadhani, O., & Khoirunisa. (2025). Generasi Z dan Teknologi : Gaya Hidup Generasi Z di Era Digital. Jurnal Pendidikan dan Ilmu Sosial, 3(1), 323–331. https://doi.org/https://doi.org/10.54066/jupendis.v3i1.2916

Santoso, L. A. D., & Utama, J. W. (2025). Pengaruh Ease of Use dan Persepsi Harga Terhadap Keputusan Pembelian Go-Food di Semarang. Jurnal Ekonomi dan Bisnis, 28(September), 39–48.

Satiawan, A., Hamid, R. S., & Maszudi, E. (2023). Pengaruh Content Marketing, Influencer Marketing, Online customer review Terhadap Keputusan Pembelian dan Kepuasan Konsumen Di Tiktok. Jurnal Manajemen dan Bisnis Indonesia, 9(1), 1–14. https://doi.org/10.32528/jmbi.v9i1.238

Sulistio, L. C., & Aransyah, M. F. (2023). Pengaruh Online customer review dan Online Customer Rating serta Kemudahan Penggunaan terhadap Keputusan Pembelian pada Restoran yang ada di GoFood. J-MAS (Jurnal Manajemen dan Sains), 8(2), 1533. https://doi.org/10.33087/jmas.v8i2.1368

Wati, N. K. D. A., Mitariani, N. W. E., & Imbayani, I. G. A. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Konsumen Pada MM Juice & Restaurant Cabang Teuku Umar. 1(3), 222–233.

Downloads

Published

2026-07-25

Issue

Vol. 5 No. 2 (2026): October 2026

Section

Articles

Citation Check

License

Copyright (c) 2026 Onni Fanya Nabilah, Aida Nursanti, Henni Noviasari, Arika Fitriani

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

  1. Authors certify that the work reported here has not been published before and contains no materials the publication of which would violate any copyright or other personal or proprietary right of any person or entity.
  2. Authors dont transfer or license the copyright of publishing to JAMBU AIR: Journal of Accounting Management Business and International Research to publish the article in any media format, to share, to disseminate, to index, and to maximize the impact of the article in any databases.
  3. Authors hereby dont agree to transfer a copyright for publishing to JAMBU AIR: Journal of Accounting Management Business and International Research a Publisher of the manuscript. 
  4. Authors reserve the following: 
    1. all proprietary rights other than copyright such as patent rights; 
    2. the right to use all or part of this article in future works of our own such as in books and lectures;
    3. use for presentation in a meeting or conference and distributing copies to attendees; 
    4. use for internal training by author's company;
    5. distribution to colleagues for their research use;
    6. use in a subsequent compilation of the author's works;
    7. inclusion in a thesis or dissertation;
    8. reuse of portions or extracts from the article in other works (with full acknowledgement of final article);
    9. preparation of derivative works (other than commercial purposes) (with full acknowledgement of final article); and
    10. voluntary posting on open web sites operated by author or author’s institution for scholarly purposes, but it should follow the open access license of Creative Common CC BY-NC-SA License.