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Pengaruh Service Quality dan Customer Trust terhadap Customer Loyalty melalui Customer Satisfaction pada Pengguna E-Wallet

Year: 2025

Type: article

Abstract: This study aims to analyze the influence of service quality and customer trust on customer satisfaction and customer loyalty among DANA e-wallet users in DKI Jakarta, both directly and indirectly through customer satisfaction as a mediating variable. Data were collected from 235 respondents through an online questionnaire and analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach. The results indicate that service quality and customer trust have a positive and significant effect on customer satisfaction. However, neither variable has a significant direct effect on customer loyalty. Conversely, customer satisfaction shows a positive and significant influence on customer loyalty and serves as a mediator between service quality and customer trust toward customer loyalty. The instrument's validity and reliability were confirmed through outer model testing, discriminant validity, and construct reliability analysis. These findings highlight the critical role of customer satisfaction in building user loyalty toward e-wallet services.

Source: MENAWAN Jurnal Riset dan Publikasi Ilmu Ekonomi

DOI: 10.61132/menawan.v3i4.1696

Authors: Teuku Rio Febrian Alfa Risky, Osly Usman, Ayatulloh Michael Musyaffi

Institution: State University of Jakarta

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4414847683

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