PENGARUH E-SERVICE QUALITY, E-TRUST, E-WOM DAN E-SATISFACTION TERHADAP E-LOYALTY: STUDI PADA PENGGUNA E-WALLET DI JAKARTA

HANAFI NUR SAPUTRO, . (2025) PENGARUH E-SERVICE QUALITY, E-TRUST, E-WOM DAN E-SATISFACTION TERHADAP E-LOYALTY: STUDI PADA PENGGUNA E-WALLET DI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menguji pengaruh e-service quality, e-trust, dan e-satisfaction terhadap e-loyalty pengguna aplikasi DANA. Selanjutnya menguji pengaruh e-service quality, e-trust, dan e-WOM terhadap e-satisfaction pengguna aplikasi DANA. Sampel pada penelitian iniberjumlah 210 responden dengan kriteria berusia minimal 17 tahun, berdomisili di Jakarta, pengguna aplikasi DANA, dan pernah menggunakan aplikasi DANA minimal 5 kali dalam satu bulan terakhir. Metode penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner pada media sosial. Analisis data menggunakan Structural Equation Modelling (SEM) yang diolah menggunakan software AMOS versi 24 untuk uji validitas, uji kelayakan model dan uji hipotesis dengan uji reliabilitas menggunakan software SPSS versi 26. Berdasarkan hasil beberapa tahapan pengujian yang dilakukan, e-service quality berpengaruh positif dan signifikan terhadap e-loyalty dan e-satisfaction. Selain itu e-trust berpengaruh positif dan signifikan terhadap e-loyalty dan e-satisfaction pengguna aplikasi DANA di Jakarta. E-WOM tidak berpengaruh positif dan signifikan terhadap e-satisfaction pengguna aplikasi DANA di Jakarta, sedangkan e-WOM berpengaruh positif dan signifikan terhadap e-loyalty pengguna aplikasi DANA di Jakarta. Disarankan untuk menguji jenis variabel dan layanan dompet digital lainnya dengan tujuan agar semakin banyak pembaca yang mengetahui perkembangan layanan dompet digital di Indonesia. ***** This study aims to test the influence of e-service quality, e-trust, and e-satisfaction on the e-loyalty of DANA application users. Next, test the influence of e-service quality, e-trust, and e-WOM on the e-satisfaction of DANA application users is tested. The sample in this study amounted to 210 respondents with the criteria of being at least 17 years old, domiciled in Jakarta, users of the DANA application, and having used the DANA application at least 5 times in the past month. This research method uses a quantitative approach by distributing questionnaires on social media. Data analysis uses Structural Equation Modelling (SEM) which is processed using AMOS software version 24 for validity tests, model feasibility tests and hypothesis tests with reliability tests using SPSS software version 26. Based on the results of several stages of testing carried out, e-service quality has a positive and significant effect on e-loyalty and e-satisfaction. In addition, e-trust has a positive and significant effect on e-loyalty and e-satisfaction of DANA application users in Jakarta. E-WOM does not have a positive and significant effect on the esatisfaction of DANA application users in Jakarta, while e-WOM has a positive and significant effect on the e-loyalty of DANA application users in Jakarta. It is recommended to test other types of variables and digital wallet services with the aim that more and more readers are aware of the development of digital wallet services in Indonesia.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D ; 2). Shandy Aditya, BIB, MPBS
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Pendidikan Bisnis
Depositing User:	Hanafi Nur Saputro .
Date Deposited:	03 Mar 2025 02:18
Last Modified:	03 Mar 2025 02:18
URI:	http://repository.unj.ac.id/id/eprint/54050

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