LOYALITAS PELANGGAN E-WALLET (STUDI PENGGUNA DANA DI DKI JAKARTA)

Rafza Ibrahim Mufidz, . (2025) LOYALITAS PELANGGAN E-WALLET (STUDI PENGGUNA DANA DI DKI JAKARTA). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to examine the influence of E-Service Quality and e-trust on e-customer loyalty among DANA e-wallet users in DKI Jakarta, with e-customer satisfaction as a mediating variable. The rapid development of digital financial services in Indonesia has increased competition among e-wallet platforms, making customer satisfaction and loyalty critical for sustainAbility. Using a quantitative approach, data were collected from 237 DANA users who met predetermined criteria. The analysis was carried out using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with SmartPLS 4.0. The findings indicate that both E-Service Quality and e-trust positively and significantly affect e-customer satisfaction. Furthermore, e-customer satisfaction has a significant positive effect on e-customer loyalty. The results also reveal that e-customer satisfaction partially mediates the relationships between E-Service Quality and e-customer loyalty, as well as between e-trust and e-customer loyalty. These findings highlight the importance for digital financial service providers particularly DANA to improve Reliability, responsiveness, system security, and user experience to enhance customer trust, satisfaction, and long-term loyalty.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil: 2210111060] [Pembimbing/Penguji II : Prasetyo Hadi] [Penguji I : Risty Rahma Dafina] [Ketua Penguji : Suharyati]
Uncontrolled Keywords: DANA, E-Service Quality, e-Trust, E-Customer Satisfaction, E-Customer Loyalty, PLS-SEM.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
H Social Sciences > HM Sociology
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: RAFZA IBRAHIM MUFIDZ
Date Deposited: 16 Mar 2026 06:56
Last Modified: 16 Mar 2026 06:56
URI: http://repository.upnvj.ac.id/id/eprint/41427

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