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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Pardede, Jeremy Anggi
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Decision Sciences, Operations Research & Management

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From Trust to Loyalty: The Mediating Role of Customer Satisfaction in ShopeePay Reuse Intention Pardede, Jeremy Anggi; Hendrawan, Dimas
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 4 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.4.17

Abstract

Purpose – This study aims to determine and analyze the effect of trust on reuse intention, with customer satisfaction as an intervening variable among ShopeePay e-wallet users in Malang City.     Design/methodology/approach – This research uses a quantitative explanatory design to test causal relationships among variables. The sample consists of 163 respondents collected through online questionnaires. Data were analyzed using Partial Least Squares (PLS) with SmartPLS version 4.0.   Findings – The results show that trust has a significant effect on reuse intention. Trust also significantly influences customer satisfaction, and customer satisfaction significantly affects reuse intention. In addition, customer satisfaction acts as a significant mediating variable between trust and reuse intention.   Originality/value – This study contributes to digital payment literature by highlighting the mediating role of customer satisfaction in the relationship between trust and reuse intention in e-wallet services.  
Co-Authors Dimas Hendrawan