The Effect of E-Satisfaction and E-Trust Towards E-Loyalty on Shopee Customers in Bandar Lampung

Indra Wijaya (Department of Management, University of Lampung, Bandar Lampung)
Dorothy R.H, Pandjaitan (Department of Management, University of Lampung, Bandar Lampung)

International Journal of Scientific Multidisciplinary Research (IJSMR)
Vol. 1 No. 4 (2023): May, 2023

This study examined the effect of E-Satisfaction and E-Trust on E-Loyalty for Shopee consumers in Bandar Lampung. A questionnaire was developed and data was collected from 160 Shopee customers. Results revealed that E-Satisfaction improves E-Trust and E-Loyalty, and that the E-Satisfaction variable significantly influences the E-Trust variable, meaning that the more consumers feel satisfied with an E-Commerce, the greater the level of consumer trust in E-Commerce. Additionally, the E-Trust variable significantly influences the E-Loyalty variable, meaning that the more consumers trust E-Commerce, the more loyal consumers will be to E-Commerce