PENGARUH PERCEIVED EASE OF USE DAN PERCEIVED RISK TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA APLIKASI E-WALLET

JULIUS ADI WIRATAMA, . (2026) PENGARUH PERCEIVED EASE OF USE DAN PERCEIVED RISK TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA APLIKASI E-WALLET. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Meningkatnya pemanfaatan layanan dompet digital (e-wallet) di Indonesia mendorong perlunya pemahaman yang lebih luas mengenai aspek yang memengaruhi loyalitas pengguna. Penelitian ini dimaksudkan untuk menganalisis pengaruh perceived ease of use serta perceived risk terhadap customer loyalty dengan customer satisfaction sebagai mediasi pada aplikasi e-wallet LinkAja. Metodologi penelitian yang digunakan yaitu pendekatan kuantitatif melalui penyebaran kuesioner pada 190 responden yang merupakan pengguna aktif LinkAja di Indonesia, kemudian dianalisis menggunakan teknik Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan SmartPLS 4.0. Hasil penelitian menunjukkan bahwa perceived ease of use berpengaruh positif dan signifikan terhadap customer satisfaction, sedangkan perceived risk berpengaruh negatif dan signifikan terhadap customer satisfaction. Selanjutnya, customer satisfaction terbukti berpengaruh positif terhadap customer loyalty serta memediasi secara signifikan pengaruh perceived ease of use dan perceived risk terhadap customer loyalty. Temuan ini menunjukkan bahwa kemudahan penggunaan serta pengelolaan risiko yang efektif mampu meningkatkan kepuasan serta memperkuat loyalitas pengguna e-wallet.***** The increasing use of digital wallet (e-wallet) services in Indonesia highlights the need for a deeper understanding of the factors that influence user loyalty. This research is conducted to examine the influence of perceived ease of use and perceived risk on customer loyalty, with customer satisfaction positioned as a mediating variable within the context of the LinkAja e-wallet application. A quantitative research design is employed by distributing structured questionnaires to 190 active LinkAja users across Indonesia. The collected data are analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS version 4.0. The findings indicate that perceived ease of use exerts a positive and statistically significant impact on customer satisfaction, whereas perceived risk demonstrates a negative and significant effect on customer satisfaction. In addition, customer satisfaction is found to positively influence customer loyalty and to significantly mediate the relationship between perceived ease of use and perceived risk on customer loyalty. These results imply that optimizing system usability and effectively managing perceived risks are crucial in improving user satisfaction and fostering long-term loyalty toward e-wallet services.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Munawaroh, M.Si. ; 2). Ringga Sentagi Asa, S.Pd., M.Kom.
Subjects:	Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Bisnis Digital
Depositing User:	Users 32870 not found.
Date Deposited:	30 Jan 2026 09:02
Last Modified:	30 Jan 2026 09:02
URI:	http://repository.unj.ac.id/id/eprint/64547

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