Pengaruh Customer Satisfaction, dan Service Quality Terhadap Customer Loyalty Pengguna Mobile Wallet
Main Article Content
Abstract
Penelitian ini meneliti bagaimana customer satisfaction dan service quality memengaruhi customer loyalty pengguna Mobile Wallet. Mobile wallet menawarkan kemudahan dan efisiensi, menjadikannya metode pembayaran yang semakin populer di era digital. Dalam persaingan yang semakin ketat di industri fintech, membangun customer loyalty merupakan salah satu kunci keberhasilan jangka panjang. Studi kuantitatif ini menggunakan metode survei dengan menyebarkan kuesioner kepada 110 responden pengguna aktif DANA di Universitas Esa Unggul. Analisis data dikumpulkan dengan menggunakan SPSS versi 26 melalui regresi linier berganda. Hasil penelitian menunjukkan bahwa customer satisfaction dan service quality berpengaruh secara positif dan signifikan terhadap customer loyalty. Nilai Adjusted R² sebesar 0,615 mengindikasikan bahwa kedua variabel independen mampu menjelaskan 61,5% variasi dalam customer loyalty. Temuan ini memperkuat bukti bahwa pengalaman positif dan service quality yang dirasakan pelanggan membentuk loyalitas jangka panjang terhadap mobile wallet DANA. Penelitian ini memberikan implikasi penting bagi manajemen DANA dalam meningkatkan customer satisfaction dan service quality, yang pada akhirnya dapat memperkuat hubungan pelanggan dan mempertahankan keunggulan kompetitif.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Ajina, A. S., Joudeh, J. M. M., Ali, N. N., Zamil, A. M., & Hashem, T. N. (2023). The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study. Cogent Business and Management, 10(2), 1–19. https://doi.org/10.1080/23311975.2023.2229544
Al-Hattami, H. M., Al-Adwan, A. S., Abdullah, A. A. H., & Al-Hakimi, M. A. (2023). Determinants of Customer Loyalty toward Mobile Wallet Services in Post-COVID-19: The Moderating Role of Trust. Human Behavior and Emerging Technologies, 2023(Figure 1). https://doi.org/10.1155/2023/9984246
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
Amalia, L., & Fellicia, J. (2021). Model Pengaruh Kualitas Produk Dan Kualitas Pelayanan Melalui Kepuasan Pelanggan Di Starbucks Bale Kota Tangerang. Jurnal Ekonomi : Journal of Economic, 12(02). https://doi.org/10.47007/jeko.v12i02.4182
Amoroso, D., Lim, R., Lei, J., & Saxena, A. (2023). A Study of Satisfaction and Loyalty for Continuance Intention of Mobile Wallet in India. International Journal of E-Adoption, 15(1), 1–18. https://doi.org/10.4018/ijea.319313
Barbosa, B., Shojaei, A. S., & Miranda, H. (2023). Packaging-free practices in food retail: the impact on customer loyalty. Baltic Journal of Management, 18(4), 474–492. https://doi.org/10.1108/BJM-10-2022-0386
Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh Kualitas Layanan, Kualitas Produk Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(02), 226–233. https://doi.org/10.25134/equi.v19i02.4531
Dewi, N. P. K., & Ramli, A. H. (2023). E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO. Jurnal Ilmiah Manajemen Kesatuan, 11(2), 321–338. https://doi.org/10.37641/jimkes.v11i2.2000
Fadhilah, J., Layyinna, C. A. A., Khatami, R., & Fitroh, F. (2021). Pemanfaatan Teknologi Digital Wallet Sebagai Solusi Alternatif Pembayaran Modern: Literature Review. Journal of Computer Science and Engineering (JCSE), 2(2), 89–97. https://doi.org/10.36596/jcse.v2i2.219
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
Freihat, S. M. S. S., Homsi, D. M. d. A., & Hashem, T. N. (2020). Innovative Marketing and Its Impact on Customers’ Value Creation in Orange Jordan Telecom. Academic Journal of Interdisciplinary Studies, 9(5), 265–281. https://doi.org/10.36941/ajis-2020-0103
Guidoum, S., & Saadi, E. (2024). Mobile payment Application Quality and customer Loyalty : A Structural Equation Modeling Approach – Baridi Mob case study-.
Hair, J. F., Ringle, C. M., Gudergan, S. P., Fischer, A., Nitzl, C., & Menictas, C. (2019). Partial least squares structural equation modeling-based discrete choice modeling: an illustration in modeling retailer choice. Business Research, 12(1), 115–142. https://doi.org/10.1007/s40685-018-0072-4
Hermawan, R., Rizan, M., & Handaru, A. W. (2021). Customer Satisfaction in Mobile Payment System: Finding From Indonesia. Jurnal Dinamika Manajemen Dan Bisnis, 3(2), 28–36. https://doi.org/10.21009/jdmb.03.2.2
Hidayat, D. R., Anggraece, D., & Parawansa, S. (2024). Loyalitas Pelanggan : Analisis Bibliometrik Berdasarkan Data Scopus Perkenalan. Icame 2023. https://doi.org/10.2991/978-94-6463-400-6
Huddin, M. N., Masitoh, M. R., & Ikhsan, K. (2022). Kemudahan penggunaan, facilitating condition, keamanan teknologi dan compatibility terhadap niat menggunakan pembayaran mobile di Indonesia. Jurnal Inspirasi Bisnis Dan Manajemen, 5(2), 131. https://doi.org/10.33603/jibm.v5i2.5764
Insani, N. A., & Madiawati, P. N. (2020). Pengaruh Kualitas Pelayanan, Harga dan Promosi terhadap Loyalitas Pelanggan GoFood di Kota Bandung. Jimea: Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 4(3), 112–122. http://journal.stiemb.ac.id/index.php/mea/article/view/300
Isnaini, N. S., & Unik, D. L. (2023). The Effect of Service Quality on Customer Satisfaction, Customer Loyalty, and Customer Engagement for Private Bank Customers in Tangerang. Formosa Journal of Sustainable Research, 2(9), 2305–2320. https://doi.org/10.55927/fjsr.v2i9.5641
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Kumar, N., Ganesh, C., Agarwal, A., & Phaneendra, L. (2022). Service Quality & Customer Satisfaction With Special Reference To Banking Sector. 6(5), 1477–1485.
Madiawati, P. N., Pradana, M., & Miranda, S. (2021). Effects of Service Quality, Value Perception and Loyalty on Customer Satisfaction: Case of a Local Restaurant in South Bandung, Indonesia. Jurnal Bisnis Dan Manajemen, 22(1), 19–29. https://doi.org/10.24198/jbm.v22i1.489
Makudza, F. (2021). Augmenting customer loyalty through customer experience management in the banking industry. Journal of Asian Business and Economic Studies, 28(3), 191–203. https://doi.org/10.1108/JABES-01-2020-0007
Mardhiyah, K. A., & Astuti, S. R. T. (2021). Pelanggan Sebagai Variabel Mediasi (Studi Kasus pada Pelanggan GoFood di Kota Semarang). Diponegoro Journal of Management, 10(3), 1–12. http://ejournal-s1.undip.ac.id/index.php/dbr
Mariam, S., Panji, E. P., & Ramli, A. H. (2022). The Effect of Diferentiation, Price, and Facility on Customers’ Satisfaction (Case Study on Goen Authentic In East Jakarta). Majalah Ilmiah Bijak, 19(1), 96–106. https://doi.org/10.31334/bijak.v19i1.2193
Mayastika, E., & Rohalya, I. (2023). Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Economic Development Progress, 2(2), 75–85. https://doi.org/10.70021/edp.v2i2.91
Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34(2), 171–187. https://doi.org/10.1007/s11002-023-09671-w
Na, N. Le, & Hien, N. N. (2021). A study of user’s m-wallet usage behavior: The role of long-term orientation and perceived value. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1899468
Nariyari, T. B., Fakhri, M., & Kumalasari, A. D. (2023). The Effect of Service Quality on Customer Satisfaction and Customer Loyalty OVO E-Wallet Users. 3862–3872. https://doi.org/10.46254/an12.20220714
Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), 543–564. https://doi.org/10.1007/s11747-019-00657-7
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). (n.d.). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Permana, A., Aima, M. H., Ariyanto, E., & Nurmahdi, A. (2020). The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University. Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, Dan Bisnis, 4(2), 230–241. https://doi.org/10.31294/jeco.v4i2.7979
Putri, F. K., Tumbel, A. L., & Djemly, W. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada PT. Matahari Department Store Di Mantos 2. Jurnal EMBA, 9(1), 1428–1438. https://ejournal.unsrat.ac.id/index.php/emba/article/view/33202
Septiani, Y., Aribbe, E., & Diansyah, R. (2020). Analisis Kualitas Layanan Sistem Informasi Akademik Universitas Abdurrab Terhadap Kepuasan Pengguna menggunakan Metode Sevqual (Studi Kasus : Mahasiswa Universitas Abdurrab Pekanbaru). Jurnal Teknologi Dan Open Source, 3(1), 131–143. https://doi.org/10.36378/jtos.v3i1.560
Singh, R. P. (2024). The Impact of E-Banking Service Quality on E-Banking Satisfaction and E-Banking Loyalty. 16(1), 150–167.
Subawa, I. G. B., & Sulistyawati, E. (2020). Populasi dalam penelitian ini adalah pelanggan yang loyal menggunakan jasa Lila. E-Jurnal Manajemen, 9(2), 718–736.
Sugiyono. (2019). Implementasi Pragram Diklat Berjenjang Tingkat Dasar Dalam Jaringan Untuk Meningkatkan Kompetensi pendidik PAUD Universitas Pendidikan Indonesia. | Repository.Upi.Edu | Perpustakaan.Upi.Edu, 23.
Susnita, T. A. (2020). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan pada Hotel Libra Kadipaten Kabupaten Majalengka. Juripol (Jurnal Institusi Politeknik Ganesha Medan), 3(1), 73–84. https://doi.org/10.33395/juripol.v3i1.10485
Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71–83. https://doi.org/10.52728/ijtc.v2i1.204
Tjizumaue, B., & Atiku, S. O. (2024). Structural determinants of customer loyalty among long-term insurance consumers in Namibia. Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2419494
Tyas, A. A. W. P., & Nurhasanah, N. (2021). Effect of Work Safety, Employee Competence on Employee Work Productivity Through Customer Satisfaction At Pt. Pln (Persero) Jakarta. Jurnal Ekonomi, 12.
Wardana, A. A., Saputro, E. P., Wahyuddin, M., & Abas, N. I. (2022). The Effect of Convenience, Perceived Ease of Use, and Perceived Usefulness on Intention to Use E-Wallet (Empirical Study on Generation Z in Surakarta). Advances in Economics, Business and Management Research, 218(Icoebs), 386–395.
Yang, J. (2023). Empirical Research on Evaluation Index System of Service Quality in Express Delivery Industry. Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022), 822–830. https://doi.org/10.2991/978-94-6463-102-9_84
Yum, K., & Kim, J. (2024). The Influence of Perceived Value, Customer Satisfaction, and Trust on Loyalty in Entertainment Platforms. Applied Sciences (Switzerland), 14(13). https://doi.org/10.3390/app14135763
Yunita, E., & Munandar, J. M. (2023). The Influence of Push-Pull-Mooring Effects on E-Wallet Customer Switching in Generation Z in DKI Jakarta. The South East Asian Journal of Management, 17(1), 1–27. https://doi.org/10.21002/seam.v17i1.1177
Zahra, S., & Alamsyah, A. (2022). Digital Wallet Service Quality Analysis using Multiclass Classification and Sentiment Analysis. ICOIACT 2022 - 5th International Conference on Information and Communications Technology: A New Way to Make AI Useful for Everyone in the New Normal Era, Proceeding, July, 256–261. https://doi.org/10.1109/ICOIACT55506.2022.9971936