The THE INFLUENCE OF E-SERVICE QUALITY ON E-CUSTOMER LOYALTY THROUGH E-SATIFCATION AS A MEDIATOR IN INDONESIAN E-WALLET

Zefri Efdison; Anggil Nopra Lova; Yelnim Y; Melifia Liantifa

doi:10.33884/jimupb.v12i1.8307

Authors

Zefri Efdison Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci
Anggil Nopra Lova Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci
Yelnim Y Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci
Melifia Liantifa Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci

DOI:

https://doi.org/10.33884/jimupb.v12i1.8307

Keywords:

e-Service quality, e-Satisfaction, e-Loyalty, e-Wallet

Abstract

This research aims to determine the effect of e-service quality on e-customer loyalty mediated by e-satisfaction among e-wallet users in Indonesia. The sample of this research was 100 respondents. Data was collected using a questionnaire that has been tested for validity and reliability. The data analysis technique used is descriptive analysis using SEM Amos 22. The results of the research show that there is a significant direct influence between e-service quality on e-satisfaction and e-customer loyalty among e-wallet users. There is a partial influence of the mediating impact of e-satisfaction between e-service quality on e-satisfaction and e-customer loyalty on e-wallet users. This shows that customer satisfaction can be built through good service so that customers do not switch to competitors.