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S Soepatini
Universitas Muhammadiyah Surakarta
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Pengaruh E-wallet Service Dimensions Terhadap Customer Loyalty yang Dimediasi oleh Customer satisfaction Putri, Fakhirah Febriana; Soepatini, Soepatini
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 12 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i12.10484

Abstract

This study investigates how various aspects of e-wallet services influence Customer Loyalty, with customer satisfaction serving as a mediating factor. A quantitative causal approach was employed, involving seven research variables: five independent variables Service Quality, Ease of Use, Usefulness, Cost, and security; one dependent variable, Customer Loyalty; and one intervening variable, customer satisfaction. The sample consisted of 250 students in Surakarta who had been using e-wallets for at least three months, collected through an online questionnaire using purposive sampling. Data were analyzed using PLS-SEM via SMARTPLS 3, including assessments of the measurement model (outer model) and structural model (inner model) to evaluate validity, reliability, multicollinearity, and hypothesis testing for both direct and mediating effects. The results reveal that all service dimensions have positive and significant effects on both customer satisfaction and loyalty, while customer satisfaction significantly mediates the relationship between service dimensions and loyalty. These findings highlight the importance of enhancing Service Quality, Ease of Use, Usefulness, Cost efficiency, and security as strategies to strengthen e-wallet user loyalty.
Co-Authors Aan Sofyan Agus Nugroho, Agus Aini, Lola Khurul Alditia, Fariz Andira Ayu Pradisty Angellia, Anggi Anggraini, Fera Anton Agus Setyawan Astuti, Nur Andri Fitri Widi Ayu Nanda Amalia Az-zahra, Nabiilah Aprilia Berliana Widyaningrum Choirunnisa, Bella A. Diana Setiawati Didi Junaedi Dina, Jihan Farah Edy Purwo Saputra Eni Setyowati Eni Setyowati Enno Haya Gladya Naranta Fari Adi Prasetya Fenolychia, Devie Firda Rayyantika Hari Wujoso Haszmi Alfateh Ihwan Susila Imronudin Imronudin Intan Diah Maharamah Isthiqomah, Monica Riskiana Nur Jati Waskito Kayla Farriel Devara Kholifah Putrikurnia Azhari Kussudyarsana Kussudyarsana Kusuma Prihayudha, Enggar Ladyaningtin, Keysya Puspita Liana Mangifera Liyana, Putri Lola Khurul Aini M. Nasir Maimun, Muhammad Halim Marsha Diva Saputri Mar’i Muhammad, Mirza Mirzam Arqy Ahmadi Moechammad Nasir Moh fahmi Johan Syah Muhammad Farhan Muhtadi Muhtadi Munajat Tri Nugroho Muzakar Isa Ningrum, Ameylia Daniek Setiya Novel Idris Abas Novita Umi Choirunnisa Nugroho, Alfian Bhakti Nur Achmad Nurhidayat Nurhidayat Prabandaru, Rahardian Mohamad Akbar Ario Hanung Pravyana, Kanishka Putra , Bintang Kharisma Putra, Annafa Nandhira Putri, Fakhirah Febriana Rahayuningsih, Nadia Rahmawati Rayyantika, Firda Rika Yuliana, Rika Rini Kuswati Rino Vrasica Robbani, M. Habiburrohman RR. Ella Evrita Hestiandari Sari, Pertapa Selvy Dian Nita Sirda, Sirda Stiyo, Anang Tri Suranto Suranto Suryandari , Rullynta Siska Syamsudin Syamsudin Vrasica, Rino Wahyuddin, M. Wardani, Elsa Putri Mistya Wardani, Rezki Widada Widada Wiyadi , Wiyadi Wiyadi, W Wiyaning Putri, Angie Yusnara, Rendy Indra Zulfa Irawati, Zulfa Zulfiani Ayu Astutik