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Trust as a Mediator Between Personalization and Customer Loyalty in Indonesian E-Commerce Kusbianto, Nugraha; Noeringtyas, Billy Purwocaroko; Prabowo, Budi
Jurnal Manajemen Vol. 30 No. 1 (2026): February 2026
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v30i1.3631

Abstract

Southeast Asia’s booming e-commerce industry underscores consumer loyalty as a strategic asset. Leading Indonesian platforms employ algorithmic personalization to tailor recommendations and interfaces, yet the role of trust in converting personalization into loyalty remains underexplored. Drawing on Social Exchange Theory and the Stimulus-Organism-Response framework, this study examines how personalization influences trust, engagement, satisfaction, and loyalty among Indonesian online shoppers. Data from an online survey of experienced users reveals that personalization enhances engagement and satisfaction, while engagement and trust drive loyalty. Satisfaction alone does not ensure loyalty, but trust fully mediates the personalization–loyalty relationship. The findings highlight trust as the crucial mechanism transforming personalized interventions into sustained loyalty. E-commerce firms should refine personalization algorithms and adopt transparent data practices to foster trust and lasting customer commitment.
Co-Authors A, Alfisyah Valentino Abyansah, Muhammad Iskandar Acep Acep Samsudin Adani, Jovita Rahma Afandy, Andy Afrianti, Athika Dewi Aini, Laila Nur Al Haris, Firdhaus Hari Saputra Al-Madani, Bintaniya Zakka Alawi, A. Muammar Alexandre, Gerald Alichia, Wanda Noer Alifia, Reisha Diandra Amalia, Syifani Nur Amelia S, Maria Cristin Andini, Bunga Putri Andini, Kevira Eris Andreska, Devaya Eurel Angelyta, Dosma Anggreani, Silvia Angreini, Mitha Anggisna Ardi, Oktaviana Nawang Ariq, Arsalan Anjab Ariyanti, Dian Ayu Asfadela, Devi Meisa Putri Asy’ari, Surya Putra Atharyan, Moh. Faiq Auliyah, Firdya Fahmiatul Ayu Ranjani, Herturasya Ayu, Inna Puspa Bahri, Muhammad Fajrul Yusuf Bany, Maulyna Nur Beginer Subhan Billy Purwocaroko Noeringtyas Br Ginting, Rahella Ripatiana br Regar, Joy Verna Detta Br Tarigan, Krisna Melida Br. Sembiring, Elsa Evipania Budiman, Mokhamad Asyief Khasan Capah, Dhinda Vesta Lasmarya Br. Ceicillia, Stephanie Chandra, Haura Rizqi Dzakiyyah Christian, Yoppie Clarinta, Laisya Kezia Dahlan Susilo Denita, Sabrina Putri Desmiwati , Desmiwati Dibba, Farah Dietriech Geoffrey Bengen Dwijayanti, Isna Masmira Dwitama, Irfan Kurniawan Eko Priyanto El Fajar, M. Adrian Fakhriyyah, Davina Ayu Fanza Shofaun Nafsi Fatmawati, Dyah Ayu Febriyanti, Tasya Fitri, Amelia Cahya Syah Frastistyandarum, Fhaya Gunawan, Ath Thariq Athrizqullah Gunawan, Mohammad Syafri H, Rachel Ayu Soffi Hakim, Yusuf Handayani, Sri Linda Haque, Annisa Mutiara Salma Hawis H Madduppa Hidayah, Ida Nur Hidayat, Rusdi Hidayat, Tegar Samudera Huda, M. Zidhan Nurul Hudzaifah, M. Akmal Ikhsanti, Lailatul Iwan Kurniawan Josilina, Grecila Naftali Juniartha, Denny Kartikasari, Hanifah Maulydia Khalisa, Amelia Kansa Khoirunnisa, Maulidya Khumaira, Made Ayu Alivy Kirana, Adinda Ekita Wahyu Kiswaluyo . Kurniawan, Bima Wahyu Kusumasari, Indah Respati Lutfiyah, Nadia Dinda Maharanie, Putri Mahrus, MOH. Ferdinan Makatita, Tegar Fajar Ramadhan Mareta, Neli Afia Margareta, Dwi Marpaung, Siti Amalia Mashkulin, Putri Imalya Azzahra Maulidiah, Farah Muhammad, Rachman Bin Mupeningtias, Ronaa Belvana N, Ahmad Zaky Nabila Nabilah, Rr. Aurora Evvatun Nadya Narwanda, Alodia Diva Ningrum, Marcella Putri Widya Norestu, Az Zahra Nugraha Kusbianto Nurtalia, Athaillah Cindra Nuryananda, Praja Firdaus P., Nasywa Salsabila Pascha, Aldo Nahason Permana, Berlian Dewa Prawisuda Pramestie, Naomi Nindya Pratama, Rifqi Agata Geovani Putra, Muhammad Apriyo Putra, Victor Pramudita Putri, Adinda Natasya Putri, Melinda Wahyuning Putri, Ossa Yuansah R, Arina Ihda Ayatillah Rahim, Muhammad Auliya Rahmawati, Dwi Syerli Inda RASDIYAH, RESA Rasyidah, Resa Renardi, Asyam Rafi Revalina, RR. Viola Reza Ardiansyah Risqiansyah, Irza Putri Rizkyah, Rosa Ainun Rosianti, Dewi Azizah Rusdi Hidayat Nugroho Sabiila, Hadaana Safina, Layla Azaria Safitri, Rifasya Safira Sagala, Polarista Mariani Sakinah, Efvana Ayu Salma, Fatiha Salsabila, Huwaida Amartha Salshabila, Jasmine Sandhy, Bella Karunia Sandiyudha, Dawam Sahrin Najah Sani, Lalu M Iqbal Sari, Dwi Retno Anom Sari, Fatimah Salsa Biela Sari, Nela Octavia Sari, Putri Anggyelia Sartika H, Rahel Selvina, Putry Meysa Sembiring, Inestasya Br. Setyawan, Wahyu Puspitasari Shoimah, Nafa Sijabat, Reza Syahputra Sinaga, Dilan Serviako Siregar, Faliha Nayza Syafhan Siregar, Muhammad Rafi Sitanggang, Della Anzelia Skepy, Saffa Nazira Auryke Sukaryorini, Pancadewi Susanti, Bene Dicta Ary Syahputra, Rizky Tri Sya’diyah, Dewi Khalimatus Tandiayuk, Jurycha Ayu Tanzaga, Daivan Putra Tarigan, Nina Esikelta Umara, Almas Dhafin Wahyuningtyas, Amalia Wati, Dwi Indra Werda, Putri Amadah Ayu Widiyanti, Rikah Nur Widyaningrum, Meisha Farah wijaya Yanotama, Syafiril Ajmal Yasmin Widyana Damayanti, Nabila Yuanesya, Zhellin Lintang Yulianti, Dewi Rahmania Zahara Meilawaty Zahrah, Alya Nadia Zakaria, Maulana