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All Journal Journal of Management and Administration Provision
Vidyarini Dwita
Department of Management, Faculty of Economics and Business, Universitas Negeri Padang, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Effect of Digital Service Quality on Customer Loyalty of the Terandam Pawnshop Branch in Padang City with Satisfaction as a Mediation Variable: JEL Classification: G21, M31, O33, L86, D12 Ory Febrian Samta; Vidyarini Dwita
Journal of Management and Administration Provision Vol. 6 No. 2 (2026): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v6i2.933

Abstract

The rapid development of information technology in the Industrial Revolution 4.0 era has transformed financial transaction patterns and accelerated the adoption of digital financial services in Indonesia. However, various technical problems and user complaints indicate that the quality of digital services still needs improvement. This study aims to analyze the effect of digital service quality on customer loyalty with customer satisfaction as a mediating variable at Pegadaian Terandam Branch in Padang City. This study employed a quantitative causal research design. Data were collected from 110 Pegadaian customers who had experience using digital services through questionnaires distributed using purposive sampling techniques. The research variables consisted of digital service quality as the independent variable, customer loyalty as the dependent variable, and customer satisfaction as the mediating variable. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS software. The results show that digital service quality has a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a significant positive effect on customer loyalty. Furthermore, customer satisfaction significantly mediates the relationship between digital service quality and customer loyalty. These findings indicate that improving the accessibility, security, responsiveness, and reliability of digital services can enhance customer satisfaction and strengthen loyalty toward Pegadaian. Digital service quality plays a crucial role in building customer loyalty, both directly and indirectly through customer satisfaction. Therefore, improving digital service performance is essential to strengthen customer trust and sustain long-term loyalty in the digital financial service sector.
The Influence of Influencer Credibility on Skincare Product Purchase Intention through Trust in Influencers as a Mediating Variable Among TikTok Shop Users in Padang City Yohana Destia Hafifah; Vidyarini Dwita
Journal of Management and Administration Provision Vol. 6 No. 2 (2026): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v6i2.1059

Abstract

The quick expansion of social commerce via TikTok Shop has led businesses to use influencers as a way to promote products and increase the likelihood that consumers will make purchases. This research investigates how influencers' credibility affects the intention to buy skincare products, with a focus on trust in influencers as an intermediary factor among residents of Padang City. This study used a quantitative method, specifically a survey, involving 144 TikTok users who had viewed influencer content about skincare products. The study employed purposive sampling as the method for selecting participants, and the data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the help of the SmartPLS 4 software. The findings show that influencer credibility has a positive and significant impact on trust in influencers (β = 0.752; p < 0.001) as well as on the intention to make a purchase (β = 0.474; p < 0.001). There is a positive and significant relationship between trust in influencers and the intention to make a purchase, (β = of 0.428 and p < 0.001). Additionally, it was found that trust in influencers partially mediated the link between influencer credibility and purchase intention (β = 0.322; p < 0.001). This suggests that influencer credibility can boost purchase intention both directly and indirectly by building greater consumer trust. Therefore, when consumers perceive a higher level of credibility in an influencer, they tend to trust that influencer more and are more likely to intend to buy skincare products that are promoted on TikTok Shop.
Co-Authors Ory Febrian Samta Yohana Destia Hafifah