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All Journal El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies
Putri, Fakhirah Febriana
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Religion Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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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.
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 S Soepatini