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The Role of User Satisfaction in Mediating Transaction Security and Customer Engagement on Loyalty in Using E-Wallet Services (Dana) Shafira Marwah Alfiya; Agus Susanto
Escalate : Economics and Business Journal Vol. 2 No. 01: Behavioral Finance, AI, and the Digital Economy: Pathways to Competitive Advantage
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v2i01.442

Abstract

The rapid growth of digital payment systems has intensified competition among e-wallet providers, making user loyalty a critical challenge. This study examines the role of user satisfaction as a mediating variable in the relationship between transaction security and customer engagement on loyalty toward the DANA e-wallet service. The research was conducted using a quantitative approach, with data collected through questionnaires distributed to DANA users in Sumbawa City. A total of respondents were selected using purposive sampling, and the data were analyzed using Structural Equation Modeling with Partial Least Squares (SEM-PLS). The results show that user satisfaction has a positive and significant effect on user loyalty. Transaction security and customer engagement both significantly influence user satisfaction, while their direct effects on loyalty are not fully consistent without the presence of satisfaction. Further analysis confirms that user satisfaction significantly mediates the effect of transaction security and customer engagement on loyalty. These findings indicate that loyalty toward e-wallet services is not formed solely through technical features or interaction intensity, but through users' evaluative experiences that lead to satisfaction. Transaction security creates a sense of trust and comfort, while customer engagement enriches user experience; However, both factors contribute to long-term loyalty only when they result in user satisfaction. This study highlights the strategic importance of prioritizing user satisfaction to transform secure systems and engagement initiatives into sustainable loyalty within digital financial services.
Co-Authors Abba Suganda Girsang, Abba Suganda Achmad Junaedi Sitika Adi Mas Sulthon Aditia Ginantaka Agus Eko Prasetyo Agustinah Setyaningrum Ahmad Fadli Ajat Rukajat Akhmad Sodiq Akil Aldy Sopandy Ali Syah Putra Alifta Nursafira Aliyah Salsabila Putri Alvine Jonathan Amirsyah, Mochamad Badrudjamal Amirudin Andi Muhammad Yaqkin Andy Cory Wardhani Anissa Kusumaningrum Antonius Agung Hartono Ardinata . Ari Kristiningsih Armen Zufri Asep Nurhikmat BAMBANG SUSILO Benny Lim Bi Asngali Bobby Rizki Ramadhan Cahya Vikasari Charles Barkley Cynthia Wibowo Darwan Tanady Debora Tambunan Delfitriani Devia Febrina Diva Nur Vadia Dvi Afriansyah Eddy Eddy Eddy Eddy, Eddy Eka Yudhiman Ervika Rahayu Novita Herawati Ester Febri Kusnanto Febriana Adrimia Litany Kusuma Felisha Febriane BALAFIF Felix Leonardi Ferianto Hari Priwiratama Haryono Herman, Sriyana Hermanto Hermanto Heru Nurcahyo HRA Mulyani, HRA I Dewa Bagus Gde Khrisna Jayanta Nugraha Ika Puspa Satriany Ina Hendiani Indah Suasani Wahyuni Indarto Yuwono Ira Komara, Ira Irda Pratiwi Izzati Chatyarianti CHANAL Jung Sen Kanjalia Rusli Khoeruddin Wittriansyah Komang Sika Lieza Corsita M. Armando Ferdiansyah Manda Dwipayani Bhastary Martin Mega Sanjaya Meliana, Denis Agita Michael Martin Muhamad Kurniadi Muhammad Kurniadi Muhammad Mahameru Muhammad Nur Faiz Muhammad Nur Faiz Nanang Supena Naura Zakia Ramadhani Neneng Soliha Huzairiah Nita Nurniza Noorsakti Wahyudi Novirsari, Emma Oman Somantri Prih Diantono Abda'u Prih Diantono Abda`u Puput Fadila Layyina Purwono Hendradi Puti Sahara Putri Nur Afifah Rahmat Azid Muslim Rahmat Hidayat Rahmat Kurniawan Ramadhana Eka Wicaknono Ratih Amelia Ratih Hafsarah Maharrani Ratih Hafsarah Maharrani Razaki Persada Renta Uli Nababan Rico Andi Guna Ridho Muarief Rika Handayani Rizki Maisar Saputra Robin Rudi Agus Hermawan Said Kelana Asnawi Saiful Akbar Saka Marga Redi Santi Purwaningrum Saparuddin Latu Saru Reza Sekar SAFITRI Setiya Nugroho Shafira Marwah Alfiya Shakilla Zerlindah Maulana Sifa Aminatu Jahro Sinta Verawati Dewi Siregar, Nur Wahyuni Solly Aryza Sri Aprianti Tarigan Surna Lastri Susanto Susanto Tina Linda Trismi Artiwi Tutus Sandrika Wahyunanto Agung Nugroho Wiharti Oktaria Purba Wijaya, Elyzabeth Yadi Fahmi Arifudin Yanti Rusyanti Yusron Sugiarto Zainuddin Zakia Fadila ⁠Tiara Khaerani Hasibuan