Deceptive Product Fulfillment, Trust Violation, and Consumer Platform Switching

Putri  Rahayu; Ratna Komala Putri

doi:10.69725/jebi.v3i1.364

Authors

Putri Rahayu Department of Management, Faculty of Economics and Business, Telkom University, Indonesia 40257
Ratna Komala Putri Department of Management, Faculty of Economics and Business, Telkom University, Indonesia 40257

DOI:

https://doi.org/10.69725/jebi.v3i1.364

Keywords:

Deceptive fulfillment, Trust violation, Platform switching, Product misrepresentation, E-marketplace

Abstract

Purpose – This study investigates how deceptive product fulfillment influences consumer platform switching in digital marketplace platforms. Specifically, it examines the effects of product misrepresentation, information asymmetry, seller opportunism, and marketplace promise breach on switching behavior through post-purchase trust violation.

Design/methodology/approach – The study adopts a quantitative explanatory survey design using a structured questionnaire. Regression and mediation analyses were applied to examine direct and indirect relationships among deceptive fulfillment perceptions, trust violation, and consumer platform switching.

Findings – The findings show that product misrepresentation, information asymmetry, seller opportunism, and marketplace promise breach increase post-purchase trust violation. Trust violation subsequently increases consumer platform switching, confirming its central role in explaining post-purchase behavioral responses. Product misrepresentation and seller opportunism also exert direct effects on switching behavior, whereas information asymmetry and marketplace promise breach operate mainly through trust violation.

Originality/value – This study integrates product deception, trust violation, and platform switching into a unified model of e-commerce behavior. It extends post-purchase research beyond satisfaction-based explanations and offers a platform governance perspective on how deceptive fulfillment damages consumer trust and encourages switching behavior.

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Author Biographies

Putri Rahayu, Department of Management, Faculty of Economics and Business, Telkom University, Indonesia 40257

Putri Rahayu, S.E. is a master’s student in Management at the Faculty of Economics and Business, Telkom University, Indonesia. Her academic interests focus on digital business, e-commerce consumer behavior, marketplace trust, and online purchasing experiences. Her current research explores deceptive product fulfillment, post-purchase trust violation, and consumer platform switching in digital marketplace environments.
Ratna Komala Putri, Department of Management, Faculty of Economics and Business, Telkom University, Indonesia 40257

Dr. Ratna Komala Putri is a lecturer in Management at the Faculty of Economics and Business, Telkom University, Indonesia. Her academic work focuses on management, digital business, consumer behavior, and e-commerce studies. She is actively involved in teaching, research supervision, and scholarly publication, particularly in topics related to marketplace behavior, digital consumer trust, and platform-based business management.

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