https://mail.insyma.org/proceedings/files/original/articles/Andri Radiany.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title Building Loyalty in E-Commerce: The Role of Service Quality Factors in Indonesian Online Shopping Platforms Author #1 Andri Radiany Author #2 Alvian Ade Erwansyah Author #3 Rifqi Amrulloh Abstract/Description This research explores the impact of five key service quality factors—reliability, security, app design, customer service, and customer satisfaction—on customer loyalty within the Indonesian e-commerce sector. The study aims to understand how these factors influence customer behavior, particularly in shaping loyalty toward e-commerce platforms. A survey was conducted with a sample of 210 Indonesian e-commerce users, focusing on individuals who frequently engage with online shopping platforms. Data analysis was performed using SPSS 20.0 to test the proposed hypotheses regarding the relationships between service quality dimensions and customer loyalty. The results show that customer satisfaction is the most significant determinant of customer loyalty, confirming that satisfied customers are more likely to remain loyal to the platform and engage in repeat purchases. Reliability and security were also found to significantly impact customer satisfaction, while app design plays a smaller, yet meaningful role. Surprisingly, customer service was not found to have a significant impact on satisfaction, suggesting that in the context of e-commerce, platform functionality and security are prioritized over direct customer service interactions. These findings offer valuable insights for e-commerce businesses seeking to improve customer retention and loyalty. The study also highlights the importance of understanding service quality from the customer perspective, providing actionable recommendations for enhancing platform performance. Future research could explore additional factors, such as digital payment trends, user experience innovations, and evolving customer expectations, to offer a more comprehensive view of loyalty drivers in e-commerce. keywords a;b;c;d Customer Satisfaction, Customer Loyalty, E-Commerce, Service Quality, Reliability, Security, App Design, Indonesia. publication_date 2025/06/20 2025/06/20 pdf_url https://insyma.org/proceedings/files/articles/Andri Radiany.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/485 firstpage 1080 lastpage 1085 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (Volume 21, 2024) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 173 Volume 22 authors Andri Radiany, Alvian Ade Erwansyah, Rifqi Amrulloh Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Building Loyalty in E-Commerce: The Role of Service Quality Factors in Indonesian Online Shopping Platforms Creator An entity primarily responsible for making the resource Andri Radiany, Alvian Ade Erwansyah, Rifqi Amrulloh