Social Media, Service Quality, and Trust: The Analysis on Sales Performance of International Personal Shopper Service in Indonesia

Abstract

Digitalization makes it easier for people to get to know a wide variety of foreign products and make transactions. However, this is not enough to fulfil the needs of the community due to scarcity in the domestic market. This phenomenon is also supported by the inability of all people to access products needed abroad as the main problem in this study. This urgency encourages people who can afford to travel abroad to provide service to get the products needed and given to domestic customers. In this research, Indonesians are the main focus, both as customers and service providers. This service requires social media as a marketing and customer outreach platform. The promotion provided is inseparable from the quality of service and trust to customers delivered through social media marketing packaged in various related content. This research was conducted by examining data from 319 respondents whose responses were collected through Google Forms and data tested with the SEM-PLS model with the help of the SmartPLS application. The study proves that social media as a marketing method and the quality of service provided to customers have a significant positive relationship with the sales performance of personal shopper service providers.