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)
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.
References
Abid, M.M.F.& Dinalestari. 2019. Pengaruh E-Security dan E-Service Quality Terhadap E-Repurchase Intention Dengan E-Satisfaction Sebagai Variabel Intervening Pada Konsumen E-Commerce Lazada di Fisip Undip. Diponegoro Journal Of Social And Politic. 1-8
Chaniago, Harmon. 2020. Analysis of Service Quality, Products Quality, and The Price on Nano Store Consumers’ Loyality (Analisis Kualitas Pelayanan, Kualitas Produk, dan Harga pada Loyalitas Konsumen Nano Store. In Indonesian). International Journal Administration, Business and Organization. Vol. 1 (2), 2020: 59-69.
Chaniago, H. (2021). Retail Management & Implementation (Manajemen Ritel & Implementasinya. in Indonesia). Bandung, Indonesia: Edukasi Riset Digital,PT.
Chase, Richard B., F. Robert Jacobs, Nicholas J. Aquilano. 2006. Operations management for competitive advantage 11 th edition. Universitas Indiana: McGraw-Hill/Irwin.
Gursida, H., & Harmon. (2017). Business and Financial Research Methods. Concept and Implementation (Metode Penelitian Bisnis dan Keuangan. Konsep dan Implementasinya. in Indonesian) Bogor, Indonesia: Paspi.
Hurriyati, Ratih. (2005). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Penerbit CV Alfabet II. Yogyakarta : Penerbit Andi.
Irawan, H. 2009. Indonesian Customer Satisfaction: Membedah StrategiKepuasan Pelanggan Merek Pemenang ICSA, PT Alex MediaKomputindo, Jakarta
Maya, S., Muhammad Andi P., Jufrizen, Muhammad Irfan Nasution. (2020). Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan). Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, Vol. 12, No. 2. https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i02.p07
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-Service Quality, Customer Trust & Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), 237-254.
Kotler, Philip dan Kevin Keller , L.(2006). Manajemen Pemasaran edisi ke 12 Jilid ke 1.New Jersey, Indeks
Santika, I.W. & Komang, A.S.P. (2020). Peran Mediasi E-Satisfaction Pada Pengaruh E-Service Quality Terhadap E-Loyalty Situs Online Travel Di Bali. Jurnal Inovasi Bisnis dan Manajemen Indonesia, Vol., 1 No. 3. https://doi.org/10.31842/jurnal-inobis.v1i3.35
Subagiyo, R., & Adlan, M. A. (2017). Pengaruh service quality, marketing mix dan kepuasan mahasiswa terhadap customer loyalty. Jurnal Ekonomi Modernisasi, Vol.13, No. 1.
Syabani, M. A. (2019). Pengaruh Electronic Service Quality Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi Pada Pelanggan Traveloka) (Doctoral dissertation, Universitas Brawijaya).
Tjiptono, Fandy & Chandra, Gregorius. (2005). Service Quality & Statisfaction. Edisi
Tjiptono, Fandy & Diana, Anastasia. (2015). Pelanggan Puas? Tak Cukup. Yogyakarta: Andi.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, Vol. 30, No. 4. DOI:10.1177/009207002236911
Copyright (c) 2021 Rema Novyantri
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish in this journal agree to the following terms:
- The authors confirm that they are the authors of the submitted article, which will be published (online) in the journal IJABO (International Journal Administration, Business & Organization) by the Asosiasi Ahli Administrasi Indonesia (A3i), Bandung, Indonesia. The author’s name will be evident in the article. The publisher makes all decisions regarding the layout and distribution of the work.
- Authors guarantee that the work is their own original creation and does not infringe any statutory or common-law copyright or any proprietary right of any third party. In case of claims by third parties, authors commit themself to defend the interests of the publisher and shall cover any potential costs.
- Authors retain copyright and grant the journal the right of first publication, with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0). This license allows the redistribution and reuse of papers provided the authorship is properly credited.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., posting it to an institutional repository or publishing it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as this can lead to productive exchanges and earlier and greater citations of published work.
