Analisis Pengaruh Kualitas Layanan Pada E-Wallet Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan

Siska Lutfiana (Universitas Islam Negeri Raden Mas Said Surakarta)
Rima Widawati (Universitas Islam Negeri Raden Mas Said Surakarta)
Risa Dwi Indriani (Universitas Islam Negeri Raden Mas Said Surakarta)
Ayu Septiyaningsih (Universitas Islam Negeri Raden Mas Said Surakarta)
Laras Nganti Wani (Universitas Islam Negeri Raden Mas Said Surakarta)

Academica: Journal of Multidisciplinary Studies
Vol. 8 No. 1 (2024): January-June2024

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.