CD Skripsi

The Influence Of E-Service Quality And E-Trust On E-Customer Loyalty On Dana Digital Wallet Users Through E-Satisfaction As Mediating Variable In Pekanbaru

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This research focuses on the DANA digital wallet, one of the popular e-wallets in Indonesia, which has experienced a decline in performance. Despite having the highest number of downloads on the Google Play Store, DANA did not receive high ratings and received more criticism than its competitors. This study aims to determine the effects of e-service quality and e-trust toward e-customer loyalty that mediated by e-satisfaction of DANA digital wallet users. Sampling was done using a non-probability sampling method with a purposive sampling technique. This study used an online questionnaire distributed to 170 respondents, with the criteria of generation Z, aged 17 to 27, and domicile in Pekanbaru. The analysis technique used is Path Analysis with the help of SPSS 20 software. The result shown that e-service quality and e-trust partially have positive and significant effect to e-satisfaction, e-service quality has a positive and significant effect to e- customer loyalty, e-trust has positive and significant effect to e-customer loyalty, e-service quality and e-trust partially has effect to e-customer loyalty through e- satisfaction, and e-satisfaction has significant and positive effect to e-customer loyalty. To strengthen e-customer loyalty, DANA should focus on enhancing e- service quality and e-trust through improvements in system stability, data security, technical reliability, and user experience, which can also increase user e-satisfaction.


Keyword: e-Service Quality, e-Trust, e-Satisfaction, e-Customer Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2002112135

Penerbit

Pekanbaru : Universitas Riau - FEB - Manajemen., 2024

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

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Klasifikasi

2002112135

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Vina

Versi lain/terkait

Lampiran Berkas

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