The Perceived Risk Influence on the E-Loyalty of Online Shoppers in Using Internet of Things

摘要

The development of technology has made the need for e-commerce increasingly high. The growth of e-commerce, as one of the applications from the internet of things, in Indonesia has also become more rapid; thus, it brings changes in choices in transactions, from offline purchases to online. One of the essential things in e-commerce is the customer's perception of the security of online transactions. This study analyses the role of e-satisfaction and perceived security risk on e-trust and e-loyalty. The research model is examined in 395 e-commerce users in Indonesia. The results show that e-trust is able to mediate the relationship between e-satisfaction and perceived security risk to e-loyalty. Customer confidence that transactions conducted on e-commerce are safe will increase e-loyalty more than the effect of risk on e-trust. Satisfaction in online purchases dramatically affects the amount of customer confidence in e-commerce. This research contributes to e-commerce actors in Indonesia to understand the importance of maintaining security in transactions.