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All Journal Ekopedia: Jurnal Ilmiah Ekonomi
Wiratama, Julius Adi
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Economics, Econometrics & Finance

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Pengaruh Perceived Ease of Use dan Perceived Risk Terhadap Customer Loyalty Melalui Customer Satisfaction pada Aplikasi E-Wallet Wiratama, Julius Adi; Munawaroh, Munawaroh; Asa, Ringga Sentagi
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 1 (2026): JANUARI-MARET
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/6y1g3t85

Abstract

The increasing use of digital wallet (e-wallet) services in Indonesia highlights the need for a deeper understanding of the factors that influence user loyalty. This research is conducted to examine the influence of perceived ease of use and perceived risk on customer loyalty, with customer satisfaction positioned as a mediating variable within the context of the LinkAja e-wallet application. A quantitative research design is employed by distributing structured questionnaires to 190 active LinkAja users across Indonesia. The collected data are analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS version 4.0. The findings indicate that perceived ease of use exerts a positive and statistically significant impact on customer satisfaction, whereas perceived risk demonstrates a negative and significant effect on customer satisfaction. In addition, customer satisfaction is found to positively influence customer loyalty and to significantly mediate the relationship between perceived ease of use and perceived risk on customer loyalty. These results imply that optimizing system usability and effectively managing perceived risks are crucial in improving user satisfaction and fostering long-term loyalty toward e-wallet services.
Co-Authors Asa, Ringga Sentagi Munawaroh Munawaroh