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JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)

Vol 12 No 1 (2024): Volume 12 Nomor 1 2024

Efdison, Zefri (Unknown)
Lova, Anggil Nopra (Unknown)
Y, Yelnim (Unknown)
Liantifa, Melifia (Unknown)

Publish Date
22 Jan 2024

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.

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