Investigating Trust Determinants in E-commerce Through User Experience and Delivery Satisfaction

E-commerce in Indonesia is growing very rapidly. One of the important things in e-commerce business is customer trust. Many things can disrupt customer trust, such as fraud, goods that do not match, long delivery times. Therefore, it is important to learn how customer trust can be formed. This study aims to study the influence of user experience and delivery satisfaction on shopping experience and how trust affects e- commerce platforms. Data were obtained from consumer surveys from e-commerce which were then analyzed using structural equation modeling PLS. This study focuses on studying the relationship between key contracts. The results show that UX has an important role in strengthening customer trust in e-commerce platforms by improving shopping experience. It turns out that delivery satisfaction also has a positive influence on customer trust, although the direct influence on shopping experience is minimal. The results of the study show that shopping experience has an important role in increasing customer trust in e-commerce as a whole. Shopping experience acts as an important mediator.