Analysis of the Influence of Bad Experience, Trust, Ease of Use, and Security of Online Payment Systems on Customer Loyalty in E-commerce
This researchaims to analyze the influence of bad experience, trust, easeofuse, andsecurityofonlinepaymentsystemsoncustomerloyaltyone-commerceplatforms.Inrecentyears,thegrowthofe-commerceinIndonesiahasincreasedtheadoptionofdigitalpaymentsystems, but still faces challenges such as failed transactions anddata security. Thisresearchusesaquantitativeapproachwithasurveymethodof100respondentswhoareactivee-commerceusers.Thedataanalysistechniqueinvolvesmultiplelinearregressiontoevaluatetherelationshipbetweenvariables.Theresearchresultsshowthatbadexperiencesdonothaveadirectsignificantinfluenceoncustomerloyalty,butinfluencecustomersatisfactionwhichisanimportantmediator.Trustandeaseofusehaveasignificantpositive influenceoncustomerloyalty,witheaseofusebeingthedominantfactor.Apartfromthat,paymentsystemsecurityisalsoanimportantelementinbuildingcustomertrustandloyalty.Thisresearchhighlightstheimportanceofmanaginganonlinepaymentsystemthatiseasy,safeandreliabletoincreasecustomersatisfactionandloyalty.E-commercecompaniesareadvised to improve complainthandlingmechanisms, increase transparency, andensurecustomerdatasecuritytomaintainusertrust
Authors
- Osly Usman (ORCID: https://orcid.org/0000-0002-0943-5006)
- Fathannaufal Amiludin
Institutions
- State University of Jakarta (ID)
Publication Details
- Journal
- Proceeding of International Student Conference on Business, Education, Economics, Accounting, and Management.
- Published
- 2025-05-05
- DOI
- https://doi.org/10.21009/isc-beam.013.188
- Primary Topic
- Technology Adoption and User Behaviour
- Type
- article
- Field-Weighted Citation Impact
- 0.00