Proceedings are open access

Published by Universitas Surabaya

See you at INSYMA 24

e-ISSN 3047-857X

INSYMA International Symposium on Management

Proceedings papers / Pages 168-173

Building Loyalty in E-Commerce: The Role of Service Quality Factors in Indonesian Online Shopping Platforms

  1. Andri Radiany
  2. Alvian Ade Erwansyah
  3. Rifqi Amrulloh
Volume 22 · 2025 Pages 168-173 e-ISSN 3047-857X English

Abstract

The research explores how reliability, security, app design, and customer satisfaction influence loyalty in Indonesia's e-commerce platforms. Customer satisfaction emerges as the most crucial factor.

Keywords

  • Customer Satisfaction
  • Customer Loyalty
  • E-Commerce
  • Service Quality
  • Indonesia

Citation

Andri Radiany, Alvian Ade Erwansyah, Rifqi Amrulloh. (2025). Building Loyalty in E-Commerce: The Role of Service Quality Factors in Indonesian Online Shopping Platforms. Proceedings of the International Symposium on Management, 22, 168-173.

BibTeX RIS