EXAMINING LOGISTICS AND E-SECURITY TO ENHANCE CUSTOMER SATISFACTION, TRUST, AND LOYALTY: A STUDY IN THE GREATER JAKARTA ECOMMERCE PLATFORM SECTOR

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.