Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal of Management and Creative Business
Revo Itah Saputro
Universitas Sains dan Teknologi Komputer
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Menganalisis Dampak Gamifikasi terhadap Loyalitas Pelanggan E-Wallet: Peran Mediasi Kepuasan Pelanggan Revo Itah Saputro; Edwin Zusrony
Journal of Management and Creative Business Vol. 4 No. 4 (2026): Oktober : Journal of Management and Creative Business
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jmcbus.v4i4.8280

Abstract

This study examines the impact of gamification on digital wallet user loyalty, with customer satisfaction serving as an intervening variable. The proposed conceptual framework incorporates three dimensions of gamification value-hedonic, utilitarian, and social, which are assumed to shape customer satisfaction and, subsequently, predict loyalty. Customer satisfaction is positioned as a connecting link between gamification value and loyalty. Quantitative data were collected through a survey of digital wallet users who had been exposed to various gamification strategies. Data analysis was conducted using SEM-PLS. The findings reveal that gamification has a significant effect on both customer satisfaction and loyalty; however, customer satisfaction was not found to have a significant effect on loyalty. Furthermore, customer satisfaction acts as a mediator in the relationship between gamification and loyalty. These results indicate that gamification directly influences the formation of loyalty, while also offering implications for digital wallet providers to design gamification elements that are not only entertaining but also foster sustained user satisfaction.
Co-Authors Edwin Zusrony