International Journal of Business, Humanities, Education and Social Sciences (IJBHES)
Vol 7 No 1 (2025): International Journal of Business, Humanities, Education and Social Sciences

The Impact of Cognitive and Affective Trust on Customer Loyalty in Indonesian M-Commerce Platforms

Subhan, Zhafira Nur (Unknown)



Article Info

Publish Date
30 Jun 2025

Abstract

Mobile payment (m-payment) systems have played a major role in the explosive expansion of mobile commerce (m-commerce) in Indonesia. The purpose of this study is to look into how consumer loyalty in m-commerce platforms is shaped by cognitive and affective trust. The study investigates how consumer loyalty to m-commerce platforms is impacted by the cognitive and emotive aspects of trust, which are influenced by perceptions of security, trust in m-payment systems and business reputation. 314 active users of m-commerce sites including Shopee, Tokopedia, and Bukalapak in the JABODETABEK region were given surveys as part of the quantitative research. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to examine the data. The findings demonstrate that security perceptions have a beneficial impact on m-payment system cognitive and emotional trust, which in turn raises m-commerce trust. Furthermore, customer trust in m-commerce platforms is significantly impacted by a company's reputation. The report emphasizes how crucial it is to protect security and cultivate a solid company reputation to encourage customer loyalty. These results imply that m-commerce companies in Indonesia should give equal weight to the emotional and rational aspects of trust to increase consumer loyalty, especially by enhancing perceived security and building a solid reputation for their business.

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Journal Info

Abbrev

IJBHES

Publisher

Subject

Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

Description

The International Journal of Business, Humanities, Education and Social Sciences (IJBHES) is a periodical publication for research activities in the fields of business, humanities, education and social science studies. The results of the research in this journal are then expected to be used to ...