International Journal Administration, Business & Organization
Vol 2 No 3 (2021): IJABO

Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Dompet Digital Dana (Studi Pada Pengguna Dana)

Rema Novyantri (Unknown)
Maya Setiawardani (Politeknik Negeri Bandung, Indonesia)

Article Info

Publish Date
25 Dec 2021

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.

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Journal Info
International Journal Administration, Business & Organization
Website

Abbrev

ijabo

Publisher

Asosiasi Ahli Administrasi Indonesia

Subject

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

Description

International Journal Administration Business and Organization (IJABO) is an international peer-reviewed scientific journal with open access, publishing high quality conceptual and measure development articles in the areas of management, business administration, and related disciplines. IJABO ...