Pengaruh E-Service Quality dan Perceived Ease of Use terhadap E-Customer Loyalty dengan E-Customer Satisfaction dan E-Trust sebagai Variabel Intervening pada Digital Payment Dana di Kota Medan

Abstract

The cashless phenomenon is shown by the presence of various types of e-wallets in Indonesia. E-wallet is an application to be used for a digital payment, where someone can save money and purchasing online and offline shopping from smartphone, one of which is the DANA. This research aims of determine and analyze the influence of e-service quality and perceived ease of use on customer loyalty with customer satisfaction and e-trust as intervening variables in digital payment DANA in Medan city, Indonesia. The population in this research is all vistors of two malls in Medan city who using the DANA e-wallet for the transactions. The sampling technique in this research was a non-probability technique with a total of 150 respondents. The data analysis method uses Structural Equation Modeling-Partial Least Squares (SEM-PLS). The research results show that Customer Satisfaction (Z1) has a positive and significant influence on E-Trust (Z2). E-Service Quality (X1) has a positive and significant influence on Customer Loyalty (Y). E-Service Quality (X1) has a positive and significant influence on Customer Satisfaction (Z1). E-Trust (Z2) has a positive and significant influence on Customer Loyalty (Y). Perceived Ease of Use (X2) has a positive and significant influence on Customer Loyalty (Y). Perceived Ease of Use (X2) has a positive and significant influence on Customer Satisfaction (Z1). E-Service Quality (X1) has a positive and significant influence on Customer Loyalty (Y) through Customer Satisfaction (Z1) and E-Trust (Z2). Customer Satisfaction (Z1) has a positive and significant influence on Customer Loyalty (y) through E-Trust (Z2). Perceived Ease of Use (X2) has a positive and significant influence on Customer Loyalty (Y) through Customer Satisfaction (Z1) and E-Trust (Z2). E-Service Quality (X1) has a positive and significant influence on E-Trust (Z2) through Customer Satisfaction (Z1). Perceived Ease of Use (X2) has a positive and significant influence on E-Trust (Z2) through Customer Satisfaction (Z1)