The Influence of Information Trust, Information Accuracy, and Mobile App Design on User Shopping Loyalty in the Context of Shopee Users in Indonesia with E-satisfaction as a Mediator

Abstract— This study examines the effects of information trust, information accuracy, and mobile app design on e-satisfaction and user shopping loyalty among Shopee users in Indonesia. As mobile-based e-commerce continues to grow rapidly, user satisfaction and loyalty have become key determinants of platform sustainability, particularly in mobile-first environments where users rely heavily on digital information and application interfaces. This study employs a quantitative approach using cross-sectional survey data collected from 421 Shopee users in Indonesia and analyzes the proposed research model using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that information trust, information accuracy, and mobile app design have positive and significant effects on e-satisfaction. In turn, e-satisfaction significantly influences user shopping loyalty, indicating its important role in driving repeat purchase intentions and platform preference. The findings confirm that high-quality information and user-centered mobile app design reduce perceived risk, enhance the shopping experience, and strengthen long-term loyalty in mobile e-commerce contexts. This study provides practical implications for e-commerce platforms to improve customer retention by prioritizing trustworthy information, accurate product details, and effective mobile app design. Keywords— E-Commerce, Information Trust, Information Accuracy, Mobile App Design, E-Satisfaction, User Shopping Loyalty, Shopee, PLS-SEM