The Effect of Mobile Wallet Service Dimensions to Customer Loyalty with Customer Satisfaction as A Mediating Variable on Linkaja Users in Jabodetabek

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Abstract

Linkaja, as one of the digital wallets in Indonesia, aims to increase healthy and loyal active user transactions. This study analyzes the impact of mobile wallet service dimensions, namely perceived service quality, perceived ease of use, perceived usefulness, perceived cost, and perceived security, on customer loyalty through customer satisfaction among Linkaja users in Jabodetabek. The research utilizes a quantitative approach and purposive sampling technique, distributing questionnaires via Google Form to 165 respondents who are Linkaja users in Jabodetabek, aged at least 17 years old/already have an ID card, and have conducted transactions on the Linkaja application at least twice in the last six months. Descriptive analysis and regression tests using SPSS were used to analyze the data. The findings indicate that mobile wallet service dimensions significantly affect customer satisfaction and customer loyalty. Additionally, customer satisfaction significantly influences customer loyalty, and mobile wallet service dimensions also significantly impact customer loyalty through customer satisfaction for users of the Linkaja digital wallet application in Jabodetabek. Furthermore, the dimensions of mobile wallet service, namely perceived service quality, perceived usefulness, and perceived security, are found to influence customer satisfaction, while customer loyalty is influenced by the dimensions of perceived service quality, perceived cost, and perceived security.
Original languageEnglish
JournalInternational Journal of Arts and Social Science
Volume7
Issue number3
Publication statusPublished - Mar 2024

Keywords

  • Customer Loyalty
  • Customer Satisfaction
  • Linkaja
  • Mobile Wallet Service Dimensions

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