Analisis Pengaruh Kualitas Layanan Pada E-Wallet Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan

Authors

  • Siska Lutfiana Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia
  • Rima Widawati Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia
  • Risa Dwi Indriani Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia
  • Ayu Septiyaningsih Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia
  • Laras Nganti Wani Universitas Islam Negeri Raden Mas Said Surakarta, Indonesia

DOI:

https://doi.org/10.22515/academica.v8i1.1521

Keywords:

E-wallet, service quality, costumer satisfaction, costumer loyalty

Abstract

This study aims to analyze the effect of service quality dimensions on e-wallets on customer satisfaction and customer loyalty. The research method is a quantitative approach by distributing questionnaires to respondents. The population in this study were all e-wallet users in Indonesia with a sample size of 103 respondents who were taken using purposive sampling techniques. Data analysis tools using the SPSS version 23 application. The results showed that service quality has a positive and significant effect on customer loyalty. This means that customers who are satisfied with the services received are more likely to remain loyal to use the e-wallet These findings provide practical implications for e-wallet service providers to improve certain dimensions of service quality to increase customer satisfaction and loyalty.

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Published

2024-06-29

Issue

Vol. 8 No. 1 (2024): Januari-Juni 2024

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