JURNAL MANAJEMEN MOTIVASI
Vol 22 No 2 (2026): Jurnal Manajemen Motivasi

The Influence of Confirmation and E-Trust on E-Loyalty Through E-Satisfaction as a Mediating Variable: Evidence from Livin' by Mandiri Users

Fetri Mardyani (Unknown)
Azwardi (Unknown)
Iisnawati (Unknown)

Article Info

Publish Date
23 Jul 2026

Abstract

This study examines the effects of Confirmation and E-Trust on E-Loyalty through E-Satisfaction among Livin’ by Mandiri users in Palembang. Using a quantitative explanatory design, data from 200 purposively selected active users were analyzed with PLS-SEM. Results show that Confirmation and E-Trust positively affect E-Satisfaction, while all three constructs positively influence E-Loyalty. E-Satisfaction partially mediates the effects of Confirmation and E-Trust on E-Loyalty. These findings extend Expectation-Confirmation Theory and highlight satisfaction as a key mechanism for strengthening loyalty in digital banking. Banks should therefore maintain reliable, secure, and expectation-consistent mobile services. Keywords: Confirmation; E-Trust; E-Satisfaction; E-Loyalty; Mobile Banking.

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Journal Info
JURNAL MANAJEMEN MOTIVASI
Website

Abbrev

jm_motivasi

Publisher

Universitas Muhammadiyah Pontianak

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Manajemen Motivasi (JMM) adalah Jurnal Ilmiah Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak yang diterbitkan secara berkala 2 (dua) kali dalam satu tahun (Juni dan Oktober) sebagai sarana untuk menyebarluaskan hasil penelitian dan ilmu pengetahuan di bidang ilmu manajemen ...