Abstract:
Purpose - E-commerce plays a big role in Indonesia's digital economy. However,
the problem is that the level of loyalty of e-commerce users is not commensurate
with the growth of e-commerce users, so total revenue from 2021 to 2023 will
experience a decline. Therefore, this research aims to identify loyalty, influenced
by logistics and e-security, which is mediated by customer satisfaction and trust in
e-commerce users in Greater Jakarta.
Design/Method - This study applied quantitative research methods by developing
a research instrument and then collecting data using a purposive sampling
technique. A total of 260 data were collected from people in Greater Jakarta. The
data collected in this study were analyzed using Partial Least Squares Structural
Equation Model (PLS-SEM).
Findings - All hypotheses in this study are accepted and have a significant effect.
Logistics affects customer satisfaction, e-security affects customer satisfaction
and trust, customer satisfaction affects loyalty, and trust affects loyalty. So,
discovered in this study is that logistics and e-security can affect loyalty with the
mediation of customer satisfaction and trust variables.
