The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

Mochammad Auditya Brilliant, Adrian Achyar

Research output: Contribution to journalArticlepeer-review


The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites
Original languageEnglish
Issue number1
Publication statusPublished - Jun 2013

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