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All Journal Dinasti International Journal of Digital Business Management
hasyim, Umar
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Decision Sciences, Operations Research & Management

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REUSE INTENTION MODELS THROUGH CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC: CASHBACK PROMOTION AND E-SERVICE QUALITY CASE STUDY: OVO ELECTRONIC MONEY IN JAKARTA Hasyim, Umar; Hapzi Ali
Dinasti International Journal of Digital Business Management Vol. 3 No. 3 (2022): Dinasti International Journal of Digital Business Management (April - May 2022)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijdbm.v3i3.1170

Abstract

The purpose of this study was to analyze the relationship between the model of reuse intention through customer satisfaction during the covid-19 pandemic through cashback promotions and e-service quality. The study involved 190 users of the OVO application. Researchers used Partial Least Square (PLS) as a technique used to analyze measurements and structural models. The results of this library research are that: Cashback promotion and e-service quality have a positive and significant effect on customer satisfaction and OVO electronic money users in Jakarta; Cashback promotions and e-service quality have a positive and significant impact on the reuse intention of OVO electronic money services in Jakarta; There is a positive and significant effect of customer satisfaction on the reuse intention of OVO electronic money services in Jakarta; Customer satisfaction can mediate the effect between cashback promotions and reuse intention of OVO electronic money services in Jakarta; Customer satisfaction can mediate the influence between e-service quality and reuse intention of OVO electronic money services in Jakarta.
Co-Authors Hapzi Ali