The Effect Of E-Service Quality On Customer Loyalty With Customer Satisfaction As A Mediation Variable On Dana’s Digital Wallet (Study On Dana Users)

  • Rema Novyantri Politeknik Negeri Bandung
  • Maya Setiawardani Politeknik Negeri Bandung, Indonesia
DOI: https://doi.org/10.61242/ijabo.21.174
Keywords: E-Service quality, Customer satisfaction, Customer loyalty

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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Published
2021-12-25
How to Cite
Novyantri, R., & Setiawardani, M. (2021). The Effect Of E-Service Quality On Customer Loyalty With Customer Satisfaction As A Mediation Variable On Dana’s Digital Wallet (Study On Dana Users) . International Journal Administration, Business & Organization, 2(3), 49-58. https://doi.org/10.61242/ijabo.21.174
Issue
Vol. 2 No. 3 (2021): IJABO
Section
Research Articles

Copyright (c) 2021 Rema Novyantri

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