PENGARUH SERVICE QUALITY DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA PENGGUNA E-WALLET

TEUKU RIO FEBRIAN ALFA RISKY, . (2025) PENGARUH SERVICE QUALITY DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA PENGGUNA E-WALLET. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text Cover.pdf Download (1MB)
	Text BAB I.pdf Download (753kB)
	Text BAB II.pdf Restricted to Registered users only Download (549kB) | Request a copy
	Text BAB III.pdf Restricted to Registered users only Download (499kB) | Request a copy
	Text BAB IV.pdf Restricted to Registered users only Download (742kB) | Request a copy
	Text BAB V.pdf Restricted to Registered users only Download (450kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (384kB)
	Text Lampiran.pdf Restricted to Registered users only Download (1MB) | Request a copy

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh service quality dan customer trust terhadap customer satisfaction dan customer loyalty pengguna e-wallet DANA di DKI Jakarta, baik secara langsung maupun tidak langsung melalui customer satisfaction sebagai variabel mediasi. Data dikumpulkan dari 235 responden melalui penyebaran kuesioner secara daring, dan dianalisis menggunakan metode Structural Equation Modeling (SEM) dengan pendekatan Partial Least Squares (PLS). Hasil pengujian menunjukkan bahwa service quality dan customer trust berpengaruh positif dan signifikan terhadap customer satisfaction. Namun, secara langsung, kedua variabel tersebut tidak berpengaruh signifikan terhadap customer loyalty. Sebaliknya, customer satisfaction terbukti memiliki pengaruh positif dan signifikan terhadap customer loyalty serta memediasi hubungan antara service quality dan customer trust terhadap customer loyalty. Validitas dan reliabilitas instrumen telah terkonfirmasi melalui uji outer model, discriminant validity, dan construct reliability. Temuan ini menegaskan pentingnya kepuasan pelanggan dalam membangun loyalitas pengguna layanan e-wallet. ***** This study aims to analyze the influence of service quality and customer trust on customer satisfaction and customer loyalty of DANA e-wallet users in DKI Jakarta, both directly and indirectly through customer satisfaction as a mediating variable. Data were collected from 235 respondents through the distribution of online questionnaires and analyzed using the Structural Equation Modeling (SEM) method with the Partial Least Squares (PLS) approach. The test results show that service quality and customer trust have a positive and significant impact on customer satisfaction. However, directly, these two variables do not significantly affect customer loyalty. Conversely, customer satisfaction has been proven to have a positive and significant impact on customer loyalty and mediates the relationship between service quality and customer trust on customer loyalty. The validity and reliability of the instruments have been confirmed through outer model testing, discriminant validity, and construct reliability. These findings underscore the importance of customer satisfaction in building user loyalty for e-wallet services.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M.Bus ; 2). Dr. Ayatulloh Michael Musyaffi, S.E.,Ak., M.Ak
Subjects:	Manajemen > Pendidikan, Riset Penelitian Bisnis Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Pendidikan Bisnis
Depositing User:	Teuku Rio Febrian Alfa Risky .
Date Deposited:	16 Aug 2025 07:54
Last Modified:	16 Aug 2025 07:54
URI:	http://repository.unj.ac.id/id/eprint/61319

Actions (login required)

View Item