figure out the factors that affect e-commerce customer loyalty in Surabaya. The researcher are using three Stages of analysis: 1) Firstly, they analyzed two variables: effect of the vendor’s ability to communicate and vendor’s integrity on the level of on e-commerce customers trust in Surabaya, 2) Secondly, they analyzed the vendor’s ability to communicate and vendor’s integrity variables on the level of e-commerce customer loyalty in Surabaya 3) Thirdly, they analyzed the influence of the trust
certain organization and at the end create a center of interest as a reflection of these external factors. PESTLE analysis helps us to get the picture and assist us to research / asses the external factors through questioning and elaborating impacts of the involved factors. The political, economic, social, technogical, legal and environmental factors together with external minor –environmental factors and internal drivers are therefore grouped as the threats and opportunities in the SWOT analysis