Can Information Security, Privacy and Satisfaction Influence The E-Commerce Consumer Trust?

E-commerce must face the risk of cybercrimes such as phishing and cracking that can cause complaints and reports from consumers who suffer losses due to insecurity of their information and privacy. The purpose of this study is to investigate the effect of information security and privacy on the level of customer satisfaction and trust in e-commerce. Data were collected using questionnaires distributed to 100 Bukalapak users as e-commerce users. In addition to using the PLS-SEM method to explain the relationship between constructs, this study also employs the Importance and Performance Matrix Analysis (IPMA) method to find out how important and how much influence the indicator variable has on latent variables. The result of this study shows that consumer trust can be achieved by consumer satisfaction and privacy. On the other hand, consumer satisfaction is influenced by information security and privacy. This research is expected to contribute insights to e-commerce players, especially Bukalapak, to focus on improving the privacy of their consumers. Future research can apply the same model to e-commerce players other than Bukalapak.