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All Journal Current Biochemistry Jurnal Fakultas Teknik UNISA Kuningan Jurnal Ilmiah Sistem Informasi dan Ilmu Komputer The International Conference on Education, Social Sciences and Technology (ICESST) Jurnal Sains dan Ilmu Terapan Jurnal Ilmiah Research Student Jurnal Ilmiah Mahasiswa Agrokomplek Jurnal Budi Pekerti Agama Islam Jurnal Padamu Negeri Atestasi : Jurnal Ilmiah Akuntansi
Ahmad Fikri
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Religion Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Mathematics Medicine & Pharmacology Social Sciences Other

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Pengaruh Kemudahan Penggunaan, Keamanan Privasi, Dan Electronic Word Of Mouth Terhadap Loyalitas Pelanggan Marketplace Di Indonesia Dengan Mediasi E-Satisfaction Wulandjani, Harimurti; Supriadi Thalib; Widarto Rachbini; Aryo Seno; Ahmad Fikri
Atestasi : Jurnal Ilmiah Akuntansi Vol. 8 No. 2 (2025): April - September
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/atestasi.v8i2.2066

Abstract

The rapid growth of online marketplaces in Indonesia has significantly transformed consumer shopping behavior. Increasing competition requires each platform to maintain customer satisfaction and loyalty through various factors, such as ease of use, security & privacy, and electronic word of mouth (e-WOM). This study aims to analyze the influence of these factors on customer loyalty in Indonesian marketplaces, with e-satisfaction as a mediating variable. A quantitative explanatory research approach was employed by conducting an online survey of 380 active marketplace users. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that ease of use and e-WOM have a significant positive effect on both e-satisfaction and customer loyalty. Meanwhile, security & privacy do not directly affect loyalty but significantly influence e-satisfaction. Furthermore, the findings confirm that e-satisfaction plays a strong mediating role in the relationship between independent variables and customer loyalty. The study implies that enhancing user satisfaction is a key strategy for fostering long-term customer loyalty in Indonesian marketplaces.
Co-Authors Agam Muarif Agustine, Dine Ahmad Firdaus Ahmad Rizal Fadhlan Aryo Seno Defwaldi Defwaldi Desty Endrawati Subroto Dwi Marsiska Driptufany Fajrin Fajrin Gabriela Talasari Sumbayak I Made Sudantha Ilham Armi Khairul Anshar M. Rizki Syahrul Ramadhan Mohammad Ridwan Ni Made Laksmi Ernawati Nursakinah Rezwandi Rezwandi Rizka Mulyawan Rozanna Dewi Supriadi Thalib Tasya Avanti Digdayani Tubagus Lucky Tri Iman Setiawan Wahyudi Wahyudi Widarto Rachbini Widarto Rachbini Wulandjani, Harimurti Yulisda, Desvina Zulnazri, Z