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All Journal Academica: Journal of Multidisciplinary Studies
Ayu Septiyaningsih
Universitas Islam Negeri Raden Mas Said Surakarta
Religion Humanities Economics, Econometrics & Finance Education Social Sciences Other

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Analisis Pengaruh Kualitas Layanan Pada E-Wallet Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Siska Lutfiana; Rima Widawati; Risa Dwi Indriani; Ayu Septiyaningsih; Laras Nganti Wani
Academica: Journal of Multidisciplinary Studies Vol. 8 No. 1 (2024): January-June2024
Publisher : Universitas Islam Negeri Raden Mas Said Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22515/academica.v8i1.1521

Abstract

This study aims to analyze the effect of service quality dimensions on e-wallets on customer satisfaction and customer loyalty. The research method is a quantitative approach by distributing questionnaires to respondents. The population in this study were all e-wallet users in Indonesia with a sample size of 103 respondents who were taken using purposive sampling techniques. Data analysis tools using the SPSS version 23 application. The results showed that service quality has a positive and significant effect on customer loyalty. This means that customers who are satisfied with the services received are more likely to remain loyal to use the e-wallet These findings provide practical implications for e-wallet service providers to improve certain dimensions of service quality to increase customer satisfaction and loyalty.
Co-Authors Laras Nganti Wani Rima Widawati Risa Dwi Indriani Siska Lutfiana