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Rema Novyantri
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Dompet Digital Dana (Studi Pada Pengguna Dana) Rema Novyantri; Maya Setiawardani
International Journal Administration Business and Organization Vol 2 No 3 (2021): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (282.662 KB) | DOI: 10.61242/ijabo.21.174

Abstract

This study aims to determine the effect of e-service quality on customer loyalty with satisfaction as a mediating variable. The population of this research is DANA users who have accessed and made transactions using DANA with a sample of 163 respondents. The data collection technique used a questionnaire with the validity and reliability test stages first. Data were analyzed using path analysis. The results of this study indicate that e-service quality affects DANA customer satisfaction, e-service quality affects DANA customer loyalty, customer satisfaction affects DANA customer loyalty, and customer satisfaction mediates the relationship between e-service quality and DANA customer loyalty.
Co-Authors Setiawardani, Maya