{"id":11115,"date":"2023-04-14T10:43:54","date_gmt":"2023-04-14T02:43:54","guid":{"rendered":"https:\/\/portal.fisip-unmul.ac.id\/site\/?p=11115"},"modified":"2023-04-14T10:43:54","modified_gmt":"2023-04-14T02:43:54","slug":"pengaruh-e-service-quality-dan-e-trust-terhadap-e-customer-loyalty-pada-pengguna-dompet-digital-dana-melalui-e-satisfaction-sebagai-variabel-intervening-andi-arini-syahidah","status":"publish","type":"post","link":"https:\/\/portal.fisip-unmul.ac.id\/site\/?p=11115","title":{"rendered":"Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening (Andi Arini Syahidah)"},"content":{"rendered":"<h2>Data Portal Mahasiswa S1<\/h2>\n<p>Submitted by: <strong>Syahidah, Andi Arini<\/strong><br \/>\nOn: <strong>Apr 14, 2023 @ 10:43 AM<\/strong> <br \/>\nIP: <strong>103.187.88.25<\/strong> <\/p>\n<ul id=\"fm-summary\">\n<li id=\"fm-item-judul\">   1. Title [Judul]: <strong>Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening<\/strong><\/li>\n<li id=\"fm-item-pengarang\"> 2. Creator [Pengarang\/ penulis]: <strong>Andi Arini Syahidah<\/strong><\/li>\n<li id=\"fm-item-katakunci\"> 3. Subject [Subjek dan kata kunci]: <strong>E-Service Quality, E-Trust, E-Customer Loyalty, E-Satisfaction<\/strong><\/li>\n<li id=\"fm-item-abstrak\"> 4. Description [Abstrak] : <strong>Penelitian ini bertujuan untuk menganalisis dan membuktikan pengaruh e-service quality dan e-trust terhadap e-customer loyalty melalui e-satisfaction sebagai variabel intervening pada pengguna dompet digital DANA. Penelitian ini berfokus pada DANA sebagai e-wallet yang paling banyak digunakan oleh masyarakat namun masih banyaknya keluhan yang dirasakan oleh pengguna dompet digital DANA terkait top up yang tidak berhasil, terjadinya error sistem, kesulitan upgrade akun premium, saldo terpotong serta penanganan dari customer service yang lambat dan tidak memberikan solusi. Hal ini terlihat dari hasil review pengguna di Play Store. Jenis penelitian ini adalah explanatory research dengan pendekatan kuantitatif. Pengambilan sampel menggunakan metode nonprobability sampling dengan bentuk purposive sampling. Penelitian ini menggunakan kuesioner online yang dibagikan kepada 100 responden, dengan kriteria pengguna dompet digital DANA yang pernah melakukan transaksi non tunai minimal dua kali atau lebih dalam enam bulan terakhir. Teknik analisis yang digunakan yaitu Structural Equation Modelling berbasis Partial Least Square (PLS) dengan bantuan software SmartPLS 4.0. Hasil pengujian hipotesis menunjukkan bahwa e-service quality berpengaruh positif dan tidak signifikan terhadap e-customer loyalty, e-service quality berpengaruh positif dan signifikan terhadap e-satisfaction, e-satisfaction berpengaruh positif dan signifikan terhadap e-customer loyalty, e-trust berpengaruh positif dan tidak signifikan terhadap e-customer loyalty, e-trust berpengaruh positif dan signifikan terhadap e-satisfaction, e-service quality berpengaruh positif dan signifikan terhadap e-customer loyalty melalui e-satisfaction dan e-trust berpengaruh positif dan signifikan terhadap e-customer loyalty melalui e-satisfaction.<\/strong><\/li>\n<li>  5. Publisher [Nama Lembaga Kontributor]: <strong>Program Studi Ilmu Administrasi Bisnis<\/strong><\/li>\n<li id=\"fm-item-pembimbing\">  6. Contributor [Pembimbing, promotor, ilustrator, produser, dll.] : <strong>Muhammad Fikry Aransyah, M.BA.,B.BA<\/strong><\/li>\n<li id=\"fm-item-tanggal\"> 7. Date [Tanggal \/ tahun penciptaan atau penerbitan]: <strong>10 Maret 2023<\/strong><\/li>\n<li id=\"fm-item-type\">8. Type: <strong>Artikel<\/strong><\/li>\n<li id=\"fm-item-permalink\">  9. Identifier\/ permalink [URL menuju konten di lembaga kontributor]: <strong><a href=\"http:\/\/jurnal.atmaluhur.ac.id\/index.php\/sisfokom\/article\/view\/1593\">http:\/\/jurnal.atmaluhur.ac.id\/index.php\/sisfokom\/article\/view\/1593<\/a><\/strong><\/li>\n<li id=\"fm-item-right\"> 10. Right [Contoh: CCL, MIT, Open Document, dll.]: <strong>eJournal article<\/strong><\/li>\n<\/ul>\n<div class=\"pvc_clear\"><\/div>\n<p id=\"pvc_stats_11115\" class=\"pvc_stats all  \" data-element-id=\"11115\" style=\"\"><i class=\"pvc-stats-icon medium\" aria-hidden=\"true\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"far\" data-icon=\"chart-bar\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" class=\"svg-inline--fa fa-chart-bar fa-w-16 fa-2x\"><path fill=\"currentColor\" d=\"M396.8 352h22.4c6.4 0 12.8-6.4 12.8-12.8V108.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v230.4c0 6.4 6.4 12.8 12.8 12.8zm-192 0h22.4c6.4 0 12.8-6.4 12.8-12.8V140.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v198.4c0 6.4 6.4 12.8 12.8 12.8zm96 0h22.4c6.4 0 12.8-6.4 12.8-12.8V204.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v134.4c0 6.4 6.4 12.8 12.8 12.8zM496 400H48V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-16c0-8.84-7.16-16-16-16zm-387.2-48h22.4c6.4 0 12.8-6.4 12.8-12.8v-70.4c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v70.4c0 6.4 6.4 12.8 12.8 12.8z\" class=\"\"><\/path><\/svg><\/i> <img loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" alt=\"Loading\" src=\"https:\/\/portal.fisip-unmul.ac.id\/site\/wp-content\/plugins\/page-views-count\/ajax-loader-2x.gif\" border=0 \/><\/p>\n<div class=\"pvc_clear\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Data Portal Mahasiswa S1 Submitted by: Syahidah, Andi Arini On: Apr 14, 2023 @ 10:43 AM IP: 103.187.88.25 1. Title [Judul]: Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening 2. Creator [Pengarang\/ penulis]: Andi Arini Syahidah 3. Subject [Subjek dan kata kunci]: E-Service Quality, E-Trust, [&hellip;]<\/p>\n<div class=\"pvc_clear\"><\/div>\n<p id=\"pvc_stats_11115\" class=\"pvc_stats all  \" data-element-id=\"11115\" style=\"\"><i class=\"pvc-stats-icon medium\" aria-hidden=\"true\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"far\" data-icon=\"chart-bar\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" class=\"svg-inline--fa fa-chart-bar fa-w-16 fa-2x\"><path fill=\"currentColor\" d=\"M396.8 352h22.4c6.4 0 12.8-6.4 12.8-12.8V108.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v230.4c0 6.4 6.4 12.8 12.8 12.8zm-192 0h22.4c6.4 0 12.8-6.4 12.8-12.8V140.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v198.4c0 6.4 6.4 12.8 12.8 12.8zm96 0h22.4c6.4 0 12.8-6.4 12.8-12.8V204.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v134.4c0 6.4 6.4 12.8 12.8 12.8zM496 400H48V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-16c0-8.84-7.16-16-16-16zm-387.2-48h22.4c6.4 0 12.8-6.4 12.8-12.8v-70.4c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v70.4c0 6.4 6.4 12.8 12.8 12.8z\" class=\"\"><\/path><\/svg><\/i> <img loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" alt=\"Loading\" src=\"https:\/\/portal.fisip-unmul.ac.id\/site\/wp-content\/plugins\/page-views-count\/ajax-loader-2x.gif\" border=0 \/><\/p>\n<div class=\"pvc_clear\"><\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-11115","post","type-post","status-publish","format-standard","hentry","category-data-portal-mahasiswa-s1"],"a3_pvc":{"activated":true,"total_views":198,"today_views":0},"_links":{"self":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts\/11115","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=11115"}],"version-history":[{"count":0,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts\/11115\/revisions"}],"wp:attachment":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=11115"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=11115"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=11115"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}