The Impact of E-Service and E-Trust on E-Loyalty with E-Satisfaction as a Mediating Variable
Year: 2025
Type: article
Study design: Observational Study
Abstract: Current technological developments require all sectors to continue to innovate, one of which is the financial sector, named financial technology (fintech). DANA is one of the digital wallet programs (e-wallets) that fintech introduces as a payment method or non-cash transaction method. Using e-satisfaction as a moderating variable, this study attempts to ascertain and investigate the effects of e-service and e-trust on the e-loyalty of DANA e-wallet users in Generation Z in Karawang Regency. This study employed a quantitative technique with a descriptive verification method. Both primary (questionnaires) and secondary (books, theories, and scientific literature) data are used. The study's participants were Karawang e-wallet users who had used the DANA app to complete transactions. 135 persons made up the study's sample. The sample strategy combined a purposive sampling approach with non-probability sampling. Research data is analyzed using the SEM-PLS method. In addition to a positive but insignificant effect on e-service to e-loyalty, the study's findings indicate that e-service to e-satisfaction and e-trust to e-satisfaction have a positive and significant effect on e-service to e-loyalty, e-satisfaction to e-loyalty, e-service to e-loyalty through e-satisfaction, and e-trust to e-loyalty through e-satisfaction.
Authors: Aura Aulia, Citra Savitri, Syifa Pramudita Faddila
Institution: Universitas Buana Perjuangan Karawang
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4410196267