Drivers of buyer retention in e-commerce: The role of transaction characteristics and trust

Abstract

E-sellers need to build buyer confidence in new transactions through a variety of transaction services so they can create retention behavior drivers. The research aim is to examine the driving factors for shaping customer retention by understanding the pattern of transaction characteristics and trust in online purchases in e-commerce. Questionnaire data collection came from buyers in the top six e-commerce in Indonesia with a purposive technique. We use PLS-based SEM analysis to answer hypotheses. As a result, we accepted all hypotheses, namely customization, contact interactivity, care, and character factors that had positive and significant effects on trust and buyer retention. Trust has proven to be an essential factor in shaping buyer retention on e-commerce sites.