The Influence of the Dimension of Trust on Customer Satisfaction E-Commerce (Study Case on E-Commerce Customers in Indonesia)

ABSTRACT: This paper aimsto analyze the influence of ability, benevolence, and integrity on customer satisfaction in E-commerce in Indonesia. The data from this study obtained 200 questionnaires distributed to ecommerce users. Statistical analysis used is Structural Equation Model (SEM).Ability variable is not significant to e-commerce customer satisfaction. Meanwhile, benevolence and integrity variables significantly influence ecommerce customer satisfaction. This research discusses in the field of Information Systems Management and Consumer Behavior, especially e-commerce applications. The scope of the study under study is the dimension of consumer confidence and its effect on satisfaction in transactions through e-commerce.
KEYWORDS: Customer Satisfaction, Customer Trust, E-commerce, Information System Management, SEM