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Sinergi International Journal of Management and Business
Published by YAYASAN SINERGI KAWULA MUDA
ISSN : -     EISSN : 29886252     DOI : 10.61194/ijmb
Core Subject : Economy,
Economics, Econometrics & Finance
Sinergi International Journal of Management and Business with ISSN Number 2988-6252(Online) published by Yayasan Sinergi Kawula Muda, published original scholarly papers across the whole spectrum of management and business. The journal attempts to assist in the understanding of the present and potential ability of management business to aid in the recording and interpretation of international management business practices.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 71 Documents
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The Effect of E-Service Quality Dimensions on E-Loyalty Mediated by E-Satisfaction Among Ovo Application Users in Bandung City Silvia Lemvika; Siti Herawati
Sinergi International Journal of Management and Business Vol. 4 No. 3 (2026): August 2026
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijmb.v4i3.997

Abstract

This study examines the phenomenon of a gap between the high number of downloads of the OVO e-wallet application and its lowest rating among other e-wallets, reflecting users’ dissatisfaction with the experience they receive, ultimately indicating low user loyalty. This study aims to analyze the effects of efficiency, fulfillment, system availability, and privacy on e-loyalty, mediated by e-satisfaction, among OVO app users, using the Expectation Confirmation Theory (ECT) as the basis for formulating a conceptual model. This study involved 180 samples from the population aged 18-28 years, who had used the OVO e-wallet at least 1 time in the last 1 month and were domiciled in the city of Bandung. This study uses a quantitative approach with a cross-sectional or one-shot survey method to obtain data. Online questionnaires are distributed via Google Forms to OVO e-wallet users. The instrument has been declared valid and reliable. Structural equation modelling (SEM) is used as a data analysis technique using SmartPLS version 3.0. This finding indicates that efficiency and fulfillment have a positive and significant effect on e-satisfaction, whereas system availability and privacy do not. Efficiency, privacy, and e-satisfaction have a positive and significant influence on e-loyalty. Furthermore, e-satisfaction mediates the effect of fulfillment on e-loyalty, but does not mediate the effects of efficiency, system availability, and privacy on e-loyalty.

Page 8 of 8 | Total Record : 71

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