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Ahmad Sopyan
STIE Krakatau, Lampung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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User Experience, Perceived Quality, and Service Quality as Determinants of E-Commerce Loyalty Mediated by Trust Ahmad Sopyan; Nanda Pramana Putra; Nanda Fathiyah Gumay; Suharto Suharto
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 1 (2026): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v5i3.6377

Abstract

Purpose: This study examines the effects of user experience, perceived quality, service quality, and customer engagement on customer loyalty, emphasizing the mediating role of consumer trust in e-commerce. Customer engagement is a direct driver of loyalty and an indirect factor that strengthens trust. Research Methodology: A quantitative approach was used to collect data from 389 e-commerce users via an online survey. Structural Equation Modeling (SEM) was used to analyze the relationships among the variables. Results: User experience, perceived quality, and service quality significantly enhance consumer trust, which positively affects customer loyalty. Customer engagement plays a dual role, directly influencing loyalty and indirectly shaping it through trust, confirming trust as a key mediator. Conclusions: User experience, perceived quality, service quality, and customer engagement significantly affect consumer trust. User experience, perceived quality, and customer engagement significantly influenced customer loyalty, whereas service quality showed no significant direct effect. Limitations: This study is Limited to Indonesian e-commerce and cross-sectional data. This study highlights engagement as a critical mechanism for building trust and sustaining loyalty. Contributions: This study contributes to the literature by demonstrating that user experience, perceived quality, service quality, and customer engagement jointly influence customer loyalty through consumer trust. This indicates that e-commerce platforms should prioritize enhancing experience, quality, and engagement to build and maintain trust and loyalty.
User Experience, Perceived Quality, and Service Quality as Determinants of E-Commerce Loyalty Mediated by Trust Ahmad Sopyan; Nanda Pramana Putra; Nanda Fathiyah Gumay; Suharto Suharto
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 1 (2026): Maret
Publisher : Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v5i3.6377

Abstract

Purpose: This study examines the effects of user experience, perceived quality, service quality, and customer engagement on customer loyalty, emphasizing the mediating role of consumer trust in e-commerce. Customer engagement is a direct driver of loyalty and an indirect factor that strengthens trust. Research Methodology: A quantitative approach was used to collect data from 389 e-commerce users via an online survey. Structural Equation Modeling (SEM) was used to analyze the relationships among the variables. Results: User experience, perceived quality, and service quality significantly enhance consumer trust, which positively affects customer loyalty. Customer engagement plays a dual role, directly influencing loyalty and indirectly shaping it through trust, confirming trust as a key mediator. Conclusions: User experience, perceived quality, service quality, and customer engagement significantly affect consumer trust. User experience, perceived quality, and customer engagement significantly influenced customer loyalty, whereas service quality showed no significant direct effect. Limitations: This study is Limited to Indonesian e-commerce and cross-sectional data. This study highlights engagement as a critical mechanism for building trust and sustaining loyalty. Contributions: This study contributes to the literature by demonstrating that user experience, perceived quality, service quality, and customer engagement jointly influence customer loyalty through consumer trust. This indicates that e-commerce platforms should prioritize enhancing experience, quality, and engagement to build and maintain trust and loyalty.
Understanding Digital Consumer Behaviour: Consumer Trust Mediating e-WOM Credibility, Responsiveness, Decisions, and Satisfaction Ahmad Sopyan; Teguh Maianto; Marthaleina Ruminda; Kamsariaty Kamsariaty; Purbanuara Parlindungan
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 2 (2026): Juni
Publisher : Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v6i2.7293

Abstract

Purpose: This study examines the effects of e-WOM credibility and digital responsiveness on transaction decisions and customer satisfaction, with consumer trust as a mediating mechanism in e-commerce.Research Methodology: A quantitative, explanatory, cross-sectional survey was conducted using purposive sampling of 210 e-commerce users. Data were collected through a five-point Likert questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.Results: Consumer trust significantly influences customer satisfaction (β = 0.462) and transaction decisions (β = 0.418). E-WOM credibility significantly affects consumer trust (β = 0.466) and transaction decisions (β = 0.257), but not customer satisfaction directly. Digital responsiveness significantly improves customer satisfaction (β = 0.386), but does not significantly affect trust or transaction decisions. Consumer trust significantly mediates the effects of e-WOM credibility on customer satisfaction (β = 0.215) and transaction decisions (β = 0.195).Conclusion: Trust is a central mechanism in digital consumer behavior, while responsiveness primarily functions as a satisfaction-enhancing factor.Limitation: The cross-sectional design, self-reported data, selected variables, and limited generalizability constrain the findings.Contribution: The study extends the S–O–R perspective by demonstrating distinct pathways through which informational and service-related stimuli influence e-commerce outcomes.
Co-Authors Kamsariaty Kamsariaty Marthaleina Ruminda Nanda Fathiyah Gumay Nanda Pramana Putra Purbanuara Parlindungan Suharto Suharto Teguh Maianto