The Role of User Experience and Product Information Quality on Consumer Satisfaction and Customer Loyalty in Marketplace Platforms with Trust as a Moderating Variable

Abstract

This study aims to analyze the influence of user experience and product information quality on consumer satisfaction and customer loyalty, with consumer trust as a moderating variable. A quantitative approach was employed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with data collected from 100 marketplace users through a 5-point Likert scale questionnaire. The results indicate that several indicators do not meet the required validity and reliability thresholds, as reflected in low outer loading, AVE, and reliability values. Although multicollinearity was not detected, the measurement model has not yet achieved adequate quality. These findings suggest that the relationships among variables cannot be interpreted optimally. Therefore, improvements in measurement instruments are necessary to obtain more robust and reliable results in future research.