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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Manajemen Teknologi Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal MIX : Jurnal Ilmiah Manajemen Journal of Economic, Bussines and Accounting (COSTING) Community Engagement and Emergence Journal (CEEJ) Suluah Bendang: Jurnal Ilmiah Pengabdian Kepada Masyarakat Jurnal Ecogen Ilomata International Journal of Management Indonesian Journal of Tourism and Leisure Marketing Management Studies Formosa Journal of Multidisciplinary Research (FJMR) Journal of Management and Administration Provision Eduvest - Journal of Universal Studies Paradoks : Jurnal Ilmu Ekonomi Economics, Business, Accounting & Society Review Journal of Educational Management Research e-Jurnal Apresiasi Ekonomi Enrichment: Journal of Multidisciplinary Research and Development Economica: Journal of Economic and Economic Education Jurnal Penelitian Pendidikan Indonesia Banking & Management Review
Dwita, Vidyarini
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Aerospace Engineering Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Neuroscience Social Sciences Other

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Journal : Journal of Management and Administration Provision

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The Effect of Digital Service Quality on Customer Loyalty of the Terandam Pawnshop Branch in Padang City with Satisfaction as a Mediation Variable: JEL Classification: G21, M31, O33, L86, D12 Samta, Ory Febrian; Dwita, Vidyarini
Journal of Management and Administration Provision Vol. 6 No. 2 (2026): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v6i2.933

Abstract

The rapid development of information technology in the Industrial Revolution 4.0 era has transformed financial transaction patterns and accelerated the adoption of digital financial services in Indonesia. However, various technical problems and user complaints indicate that the quality of digital services still needs improvement. This study aims to analyze the effect of digital service quality on customer loyalty with customer satisfaction as a mediating variable at Pegadaian Terandam Branch in Padang City. This study employed a quantitative causal research design. Data were collected from 110 Pegadaian customers who had experience using digital services through questionnaires distributed using purposive sampling techniques. The research variables consisted of digital service quality as the independent variable, customer loyalty as the dependent variable, and customer satisfaction as the mediating variable. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS software. The results show that digital service quality has a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a significant positive effect on customer loyalty. Furthermore, customer satisfaction significantly mediates the relationship between digital service quality and customer loyalty. These findings indicate that improving the accessibility, security, responsiveness, and reliability of digital services can enhance customer satisfaction and strengthen loyalty toward Pegadaian. Digital service quality plays a crucial role in building customer loyalty, both directly and indirectly through customer satisfaction. Therefore, improving digital service performance is essential to strengthen customer trust and sustain long-term loyalty in the digital financial service sector.
Co-Authors Abror Abror Adha, Aidil Anjaya, Arisa Anwar, Kendis Ariusni, Ariusni - Astri Yuza Sari Astuti, Kristiana Batubara, Hani Maisyarah Desi Fitri Dewi Anggraini Efendi, Andre Elina, Reni Erly Mulyani Erni Masdupi Fadhila, Risa Hendri, Naldi Hummi Kalsum Bahri Julia Azizah, Viola Mawaddah, Salsabila Megawati - Mia Ayu Gusti Mira Hasti Hasmira Mu'tamim, Nurul Mulya, Jumiatul Muthia Roza Linda, Muthia Roza Nofirda, Fitri Ayu Nugraha, Meisyitah Dwi Nurhaliza, Putri Patrisia, Dina Putri, Dinda Irma Aulia Ramadani, Nadia Ravelby, Thesa Alif Rosyeni Rasyid Samta, Ory Febrian Sari, Nadhila Septrizola, Whyosi Siregar, Tika Rahma Yani Siska Sasmita Sri Ulfa Sentosa Suhery, Suhery sukri Sukri, sukri Susi Evanita Sutiyem, Sutiyem Suwandhani, Deni Syamsul Amar B Tondang, Kezia Juliana Tri Kurniawati, Tri Triani, Mike Trismiyanti, Dessy Walfauzi, Doris WIJAYA, FARIS Yasri, Yasri Yonita, Riza Youmil Abrian Yunia Wardi