The Effect of Information Quality, Trust and Satisfaction to E-Commerce Customer Loyalty in Sharing Economy Activities

Abstract

Along with the rapid development of technology, the activities of Indonesian people began to shift and form today’s lifestyle which is completely online, where the internet is also used for economic activities. One of the sharing economy systems, namely through electronic sales, which is the fastest growing and very popular among internet users, is called e-commerce. With the increasing number of e-commerce emerging, it is certainly a challenge for platform providers companies to consider competitive strategies in order to remain sustainable. Customer loyalty can have an impact on a company’s long-term viability. As a result, the goal of this research is to Figure out what factors influence e-commerce customer loyalty. This study used a quantitative approach with multivariate SEM-PLS analysis to answer the research hypothesis. The results obtained are information quality and trust variables have a positively and significantly affect on customer loyalty where customer satisfaction is the mediating variable.