Consumer Trust Factors Affecting Repurchase Intention of Go-life Services

This study has the purpose to identify the antecedents of customer's trust for Go-Life, an online on-demand services application in Indonesia. The factors used in this study are based on mobile service quality (M-S-QUAL) framework. The purpose of this study also to analyze whether there is a trust transfer mechanism between parties involved in Go-Life services. This study uses quantitative approach by using online questionnaire data taken from 625 Go-Life users. Data analysis was conducted using partial least square structural equation modelling (PLS-SEM) method with SmartPLS v.3.2.8 software. This study finds out that efficiency, fulfillment, privacy, responsiveness, and content positively contribute to customer's trust using the services provided by Go-Life. Furthermore, the results of this study present that trust transfer mechanism exists between Go-Life users, Go-Life, and Go-Life service provider.