Purposes – The aim of this study is to confirming the theory of empirical study of
Loyalty in E-Commerce Settings by Ribbink et al. (2004) with case study:
LAZADA Indonesia.
Design/methodology/approach – This study is using Covariance-Based Structural
Equation Modelling, and the variable are adopted by the study of Ribbink et al.
(2004), which see the relationship of each dimension of Service Quality to
Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer
Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty.
This study is focus on Jakarta Millennial generation.
Findings – The study found Website Design, Responsiveness, and Assurance
has significant effect to Customer Satisfaction, Customization and Assurance has
significant effect to Customer Trust, Customer Satisfaction has significant effect
to Customer Trust and Customer Loyalty, and Customer Trust has significant
effect to Customer Loyalty.

Supervisor: Yulita F. Susanti