PENGARUH E-SERVICE QUALITY, E-TRUST, E-WOM DAN E-SATISFACTION TERHADAP E-LOYALTY: STUDI PADA PENGGUNA E-WALLET DI JAKARTA

Authors

  • Hanafi Nur Saputro Universitas Negeri Jakarta
  • Usep Suhud Universitas Negeri Jakarta
  • Shandy Aditya Universitas Negeri Jakarta

Keywords:

E-Service Quality; E-Trust; E-WOM; E-Satisfaction; E-Loyalty; DANA Application

Abstract

ABSTRACT

A link between e-trust, e-satisfaction, and e-loyalty levels among DANA app users is what this study is aiming to uncover. After that, we will find out how e-trust, e-WOM, and e-service quality affect DANA app users' e-satisfaction. All 210 participants were adults (17+), native Jakartans, app users, and DANA app users (defined as having used the app five times in the last 30 days). By surveying people using social media, this kind of study employs a quantitative methodology. Data analysis is a key component of structural equation modeling. We handle data using AMOS version 24, and assess validity, reliability, and model feasibility using SPSS version 26. An organization's electronic service quality has a positive and substantial effect on customer satisfaction and loyalty, according to a large body of research. Users' e-loyalty and e-satisfaction are positively and significantly affected by their trust in the DANA app in Jakarta. Even if DANA app users in Jakarta aren't happy with the product as a whole, positive e-WOM has made them even more committed to using the app.

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Published

2025-01-03

How to Cite

Saputro, H. N., Suhud, U., & Aditya, S. (2025). PENGARUH E-SERVICE QUALITY, E-TRUST, E-WOM DAN E-SATISFACTION TERHADAP E-LOYALTY: STUDI PADA PENGGUNA E-WALLET DI JAKARTA. Mufakat: Jurnal Ekonomi, Manajemen Dan Akuntansi, 4(1), 42–54. Retrieved from https://jurnal.anfa.co.id/index.php/mufakat/article/view/2740