Analysis of the Influence of Bad Experience, Trust, Ease of Use, and Security of Online Payment Systems on Customer Loyalty in E-commerce
Year: 2025
Type: conference-paper
Study design: Observational Study
Abstract: 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, Fathannaufal Amiludin
Institution: State University of Jakarta
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4410103272