Track: E-Business/E-Service

Abstract

In recent years, online loyalty has grown more significant in the context of electronic commerce (e-commerce). Customers that are loyal to a company bring in long-term income and are seen as a valuable asset. However, in a competitive Internet environment, businesses lose consumers due to a lack of trust, contentment, and online loyalty. With an emphasis on consumer purchase intention development, this study shows how online loyalty, trust, and satisfaction form in e-commerce. Based on the literature study, a conceptual framework was created. Data was gathered from e-customers of online forms in a number of Indonesian cities. Confirmatory factor analysis was performed when the data was clarified. The theories were tested using structural equation modeling. Consumer benefits have a good influence on consumer online satisfaction, and comfort has a good influence on customer online satisfaction, according to the findings