| Issue |
E3S Web of Conf.
Volume 388, 2023
The 4th International Conference of Biospheric Harmony Advanced Research (ICOBAR 2022)
|
|
|---|---|---|
| Article Number | 03001 | |
| Number of page(s) | 9 | |
| Section | E-Business Sustainability | |
| DOI | https://doi.org/10.1051/e3sconf/202338803001 | |
| Published online | 17 May 2023 | |
The Influence of E-Trust and E-Satisfaction on Customer E-Loyalty toward Online Shop in E-Marketplace during Pandemic Covid-19
1 Information Systems Department, School of Information Systems, 11480 Bina Nusantara University, Indonesia
2 Information Systems Department, STMIK Insan Pembangunan, Indonesia
3 Management Department, BINUS Business School Undergraduate Program, 11480 Bina Nusantara University, Indonesia
* Corresponding author: wwandoko@gmail.com
Pandemic COVID-19 encouraged Indonesia retail migrate their business to e-commerce, especially e-marketplace or online shop. The aim of this study is to examine the relationship of e-trust and e-satisfaction in building e-loyalty. This study also aims to examine the impact of e-coupon, information quality and financial risk on e-trust and e-satisfaction. This study is one of the few studies that examine the relationship of e-coupon, e-satisfaction, e-trust, and e-loyalty simultaneously. The population of this study is Indonesia consumers that already shopping online through e-marketplace. This study employs a structural equation model (SEM) PLS to analyze the research model and data. This study uses non-probability – quota sampling to collect data. The samples were collected through online questionnaires from 423 online shop customers in Indonesia. The result found that e-trust and e-satisfaction are essential factors in developing e- loyalty toward Indonesia's online shop in pandemic COVID-19. This study also found that e-coupon and information quality have an essential role in building e-satisfaction and e-trust. The finding from this study has a theory and practical implications.
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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