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All Journal UG Journal Prosiding PESAT Ultima Management : Jurnal Ilmu Manajemen Ilomata International Journal of Tax and Accounting Ilomata International Journal of Management Ilomata International Journal of Management Ilomata International Journal of Social Science International Journal Management and Economic (IJME)
Septi Mariani, Septi
Universitas Gunadarma
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Journal : Ultima Management : Jurnal Ilmu Manajemen

 1 
PERSEPSI KEMUDAHAN, CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN E-WALLET MELALUI Desti Dirnaeni; Lies Handrijaningsih; Septi Mariani T.R; Anisah Anisah
Ultima Management : Jurnal Ilmu Manajemen Vol 13 No 2 (2021): Ultima Management : Jurnal Ilmu Manajemen
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31937/manajemen.v13i2.2203

Abstract

Abstract- The use of electronic money makes transactions practical, efficient and the recording of transactions is carried out automatically following the banking books. All these advantages become an attractiveness for people to use them in their daily transactions. This study aims to determine the effect of perception ease of use, customer relationship management and service quality on customer loyalty through customer satisfaction of DANA E-wallet users in Bekasi City. The population in this study were all active and passive users in using DANA, and the number of research samples was 100 respondents with path analysis as an analytical tool. The results showed that perceived convenience, customer relationship management and service quality had an effect on customer loyalty through customer satisfaction, either directly or indirectly. The most dominant variable on customer loyalty through customer satisfaction in this study is service quality. Keywords: Customer Loyalty; Customer Satisfaction; E-wallet
Co-Authors Agung Pramono, Agung Angga Putri Ekanova Angga Putri Ekanova Angga Putri Ekanova Nurlaela Anisah Anisah Ayu Kartika Bagasadi Syabani Wibisono Christera Kuswahyu Indira Desti Dirnaeni Ida Astuti Iman Murtono Soenhadji Kharisma Citra Amelia, Kharisma Citra Lia Purwati, Lia Lies Handrijaningsih Lies Handrijaningsih Lies Handrijaningsih Ria Martha, Ria Risa Amanda Putri Yunita Niken Ayu Ramadhanti