Pengaruh Kualitas Pengalaman, Kepercayaan dan Kepuasan terhadap Keterlibatan dan Loyalitas Pelanggan pada Pengguna E-Wallet
DOI:
https://doi.org/10.55123/mamen.v4i4.6758Keywords:
Quality Experience, Customer Trust, Customer Satisfaction, Customer Engagement, Customer LoyaltyAbstract
Technological developments have driven innovation in payment systems through e-wallets, which facilitate cashless transactions and increase the popularity of services such as Gopay, Dana, ShopeePay, Ovo, and LinkAja in Indonesia, as well as encouraging service providers to create high value for customers, which in turn increases customer loyalty. This study analyzes the influence of experience quality, trust, and satisfaction on customer engagement and loyalty in the use of e-wallets. A quantitative study using the Structural Equations Model (SEM) method was conducted, focusing on e-wallet users. Data was collected through an online questionnaire using Google Forms with a purposive sampling method, resulting in 110 respondents. Data analysis was processed using SmartPLS4 software. The findings indicate that customer experience quality significantly influences customer trust and satisfaction, which in turn influence customer engagement, and ultimately, customer engagement, trust, and satisfaction positively impact customer loyalty. This study shows that customer experience quality has the greatest influence on trust, satisfaction, engagement, and loyalty toward e-wallets, so companies should prioritize ease of use, speed, security, and personalization of services
Downloads
References
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty.Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Amiruddin, K., Paly, M. B., & Abdullah, M. W. (2023). Customer loyalty in Islamic banks in Indonesia: Service quality mediated by satisfaction and customer trust. International Journal of Professional Business Review, 8(4), 1–24. https://doi.org/10.26668/businessreview/2023.v8i4.1286
Ananda, S., Kumar, R. P., & Singh, D. (2023). A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. Journal of Financial Services Marketing, 28(3), 570–584. https://doi.org/10.1057/s41264-022-00160-1
Argan, M., Kaya, S., Ozgen, C., Yetim, G., & Guseyno, A. (2021). A look at the bright side of dance: Analysis of the relationship between dance experience, experience quality, satisfaction and word of mouth. Baltic Journal of Health and Physical Activity, 13(2), 93–104. https://doi.org/10.29359/BJHPA.13.2.09
Badawi, B. (2023). The influence of CSR performance, brand identification and customer satisfaction in developing customer engagement and loyalty. International Journal of Business Ecosystem & Strategy (2687-2293), 5(4), 21–31. https://doi.org/10.36096/ijbes.v5i4.458
Cui, L., He, S., Deng, H., & Wang, X. (2023). Sustaining customer loyalty of fresh food e-tailers: An empirical study in China. Asia Pacific Journal of Marketing and Logistics, 35(3), 669–686. https://doi.org/10.1108/APJML-01-2022-0013
Dananjoyo, R., & Udin, U. (2023). The effect of sustainable brand equity on customer satisfaction and customer loyalty using customer trust as mediation variable. International Journal of Sustainable Development and Planning, 18(7), 2281–2291. https://doi.org/10.18280/ijsdp.180733
Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service quality, customer satisfaction, customer trust, and customer loyalty in pediatric polyclinic services at a private H hospital in East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105–111.
Elsotouhy, M. M., Mobarak, A. M. A., Dakrory, M. I., Ghonim, M. A., & Khashan, M. A. (2023). Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity. International Journal of Bank Marketing, 41(7), 1640–1670. https://doi.org/10.1108/IJBM-11-2022-0498
Eskiler, E., & Safak, F. (2022). Effect of customer experience quality on loyalty in fitness services. Physical Culture and Sport, Studies and Research, 94(1), 21–34. https://doi.org/10.2478/pcssr-2022-0003
Gao, M., & Huang, L. (2021). Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness. Journal of Retailing and Consumer Services, 63(March), 102688. https://doi.org/10.1016/j.jretconser.2021.102688
Ghorbanzade, D., Mehrani, H., & Rahehagh, A. (2019). The effect of experience quality on behavioral intentions of domestic tourists in visiting water parks. Cogent Business and Management, 6(1). https://doi.org/10.1080/23311975.2019.1580843
Goestjahjanti, F. S., Basuki, S., & Kulla, I. (2024). Sosialisasi dan edukasi regulasi Bank Indonesia dalam pembayaran digital dan perlindungan konsumen. Proletarian : Community Service Development Journal, 2(2), 75–79.
Guo, L., Hu, X., Lu, J., & Ma, L. (2021). Effects of customer trust on engagement in live streaming commerce: mediating role of swift guanxi. Emerald Publishing Limited, 31(5), 1718–1744. https://doi.org/10.1108/INTR-02-2020-0078
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM). In SAGE Publications. https://doi.org/10.1201/9781032725581-7
Hapsari, R., Hussein, A. S., Ghofar, A., & Hanafiah, M. H. (2024). From first visit to forever fans: Crafting customer loyalty in glamping through experience quality and engagement. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2416938
Hengboriboon, L., Sayut, T., Srisathan, W. A., & Naruetharadhol, P. (2022). Strengthening a company– customer relationship from sustainable practices: A case study of petrotrade in Laos. Cogent Social Sciences, 8(1). https://doi.org/10.1080/23311886.2022.2038355
Hussein, A. S., Sumiati, S., Hapsari, R., & Abu Bakar, J. (2023). Bank 4.0 experiential quality and customer loyalty: A serial mediating role of customer trust and engagement. TQM Journal, 35(7), 1706–1721. https://doi.org/10.1108/TQM-11-2021-0344
Kethan, M., & Basha, M. (2022). Relationship of ethical sales behaviour with customer loyalty, trust, and commitment: A study with special reference to retail store in Mysore City. East Asian Journal of Multidisciplinary Research, 1(7), 1365–1376. https://doi.org/10.55927/eajmr.v1i7.874
Khairawati, S. (2020). Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty. International Journal of Research in Business and Social Science, 9(1), 15–23.
Kiemas, R. A., Noermijati, Hussein, A. S., & Mugiono. (2024). The impact of experience quality on customer loyalty: The mediating role of achievement of training and trust, with image of training as a moderating variable. Asian Economic and Financial Review, 14(12), 914–931. https://doi.org/10.55493/5002.v14i12.5233
Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: A combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516–4532. https://doi.org/10.1108/BFJ-10-2021-1169
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Lintang, D., Pradina, E. T., Wiratama, J. A., Murni, P. N., & Prayudi, Z. A. A. (2024). Pengaruh perceived ease of use dan perceived usefulness terhadap customer loyalty pengguna GoPay pada mahasiswa/i di Universitas Negeri Jakarta dengan trust sebagai variabel intervening. Jurnal Ekonomi Dan Bisnis, 2(12), 2528–2542.
Liu, Q., Deeprasert, J., & Jiang, S. (2024). Cultural identity, experience quality, and revisit intention to Mount Tai as a heritage tourism destination: Mediation roles of perceived value, perceived destination image, and satisfaction. Journal of Ecohumanism, 3(8), 586–603. https://doi.org/10.62754/joe.v3i8.4754
Lubaba, H., Rohman, F., & Surachman. (2022). Leveraging experience quality to increase loyalty of digital wallet user in Indonesia. International Journal of Research in Business and Social Science (2147- 4478), 11(5), 46–56. https://doi.org/10.20525/ijrbs.v11i5.1847
Mahdi, M., Rinuastuti, H., & Saufi, A. (2021). Influence of trust on customer engagement and intention to reuse ferry transportation modes Lembar–Padangbai. International Journal of Multicultural and Multireligious Understanding, 8(12), 475. https://doi.org/10.18415/ijmmu.v8i12.3156
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2028331
Melandri, M. F. (2024). Analysis of customer experience and customer engagement in online shopping at Shopee which impact customer satisfaction and loyalty. International Journal of Economics, Business and Innovation Research, 03(05), 1406–1425.
Miah, M. S. (2021). Investigating structural relationships among Service quality dimensions, customer satisfaction, and customer loyalty for conventional bank customers: Evidence from Bangladesh. Asian Business Review, 11(3), 93–xx. https://doi.org/10.18034/abr.v11i3.593
Monferrer, D., Moliner, M. A., & Estrada, M. (2019). Increasing customer loyalty through customer engagement in the retail banking industry. Spanish Journal of Marketing - ESIC, 23(3), 461–484. https://doi.org/10.1108/SJME-07-2019-0042
Muhtasim, D. A., Tan, S. Y., Hassan, M. A., Pavel, M. I., & Susmit, S. (2022). Customer satisfaction with digital wallet services: An analysis of security factors. International Journal of Advanced Computer Science and Applications, 13(1), 195–206. https://doi.org/10.14569/IJACSA.2022.0130124
Nakiza, E. S. (2024). Dampak keterlibatan pelanggan dan penggunaa media sosial terhadap pertumbuhan usha mikro, kecil dan menengah di by neira. Jurnal Pijar Studi Manajemen Dan Bisni. Jurnal Pijar Studi Manajemen Dan Bisnis, 2, 566–577. https://e-journal.naureendigition.com/index.php/pmb
Olivia, M., & Marchyta, N. K. (2022). The influence of perceived ease of use and perceived usefulness on e-wallet continuance intention. Jurnal Teknik Industri, 24(1), 13–22. https://doi.org/10.9744/jti.24.1.13-22
Pasaribu, F., Sari, W. P., Ni Bulan, T. R., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077–1084. https://doi.org/10.5267/j.ijdns.2022.8.001
Patma, T. S., Djajanto, L., Widodo, S., & Rahayu, K. S. (2023). The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty (pp. 260–268). https://doi.org/10.2991/978-94-6463-026-8_30
Pratama, M. P., Ramli, A. H., & Mariam, S. (2024). Customer engagement, customer satisfaction, customer commitment and customer loyalty. Jurnal Ilmiah Manajemen Kesatuan, 11(3), 1437–1452. https://doi.org/10.37641/jimkes.v11i3.2309
Ramadania, Hartono, Juniwati, Hendra, & Reswar, R. A. (2023). Are content marketing and switching barriers decisive in building consumer satisfaction, trust, and loyalty on ride-hailing services in Indonesia. The Asian Journal of Technology Management (AJTM), 16(2), 82–94. https://doi.org/10.12695/ajtm.2023.16.2.1
Rejeki, S., & Ria Atmaja, D. (2022). Pengaruh product attribute dan customer trust terhadap customer loyalty melalui customer value dan customer satisfaction sebagai variabel mediasi pada pelanggan Indomaret di Jakarta Barat. SINOMIKA Journal: Publikasi Ilmiah Bidang Ekonomi Dan Akuntansi, 1(4), 809–840. https://doi.org/10.54443/sinomika.v1i4.425
Sevilmiş, A., Doğan, M., Gálvez-Ruiz, P., & García-Fernández, J. (2024). Dimensions and outcomes of experiential quality in the fitness industry: The case of Turkey. International Journal of Sports Marketing and Sponsorship, 25(2), 396–418. https://doi.org/10.1108/IJSMS-06-2023-0130
Sofyan, J. F., Kristin, I., & Kustiawan, U. (2022). Pengaruh kepuasan pelanggan, kualitas layanan, dan promosi di sosial media yang dimediasi oleh komitmen dan kepercayaan terhadap loyalitas pelanggan Traveloka. Jurnal Kajian Manajemen Bisnis, 11(2), 125–140. https://doi.org/10.24036/jkmb.11866400
Sudarti, K., & Fachrunnisa, O. (2022). Strengthening customer engagement through religious value co-creation. E-Academia Journal, 11(2), 214–225. https://doi.org/10.24191/e-aj.v11i2.20445
Sudiyono, K. A., Utomo, P., & Severesia, C. (2022). Effect of customer experience and customer value on customer loyalty and satisfaction in the B2B food and beverage sector. Journal of Business and Management Review, 3(9), 627–640. https://doi.org/10.47153/jbmr39.4552022
Sugiyono. (2023). Metode penelitian kuantitatif, kualitatif, dan R&D (Sutopo (ed.); 2nd ed.). Alfabeta.
Sukendi, J., Harianto, N., Wansaga, S., & Gunadi, W. (2021). The impact of e-service quality on customer engagement, customer experience, and customer loyalty in B2C e-commerce. Turkish Journal of Computer and Mathematics Education, 12(3170), 3184.
Trilitami, V., & Nurhasanah, N. (2023). Pengaruh harga dan kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai mediasi. KENDALI: Economics and Social Humanities, 2(2), 129–141. https://doi.org/10.58738/kendali.v2i2.496
Uslu, A., Recuero-Virto, N., Eren, R., & Blasco-López, M. F. (2024). The role of authenticity, involvement and experience quality in heritage destinations. Tourism and Management Studies, 20(3), 79–91. https://doi.org/10.18089/TMS.20240306
Wang, S., Li, Y., & Wong, J. W. C. (2021). Exploring experiential quality in sport tourism events: The case of macau grand prix. Advances in Hospitality and Tourism Research, 9(1), 78–105. https://doi.org/10.30519/ahtr.821699
Yayla, O., Aytekin, A., Uslu, F., Ergun, G. S., Keles, H., & Guven, Y. (2023). How does the experience quality of recreational activities organized within the scope of public health affect perceived value, satisfaction, and behavioral intentions of individuals? International Journal of Environmental Research and Public Health, 20(6). https://doi.org/10.3390/ijerph20065142
Yoga, I. M. S., Basmantara, I. N., & Parasari, N. S. M. (2022). Does customer engagement matter? Investigating brand trust toward insurance purchase intention in the post-pandemic era in Indonesia. AMAR (Andalas Management Review), 6(2), 59–75. https://doi.org/10.25077/amar.6.2.59-75.2022
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
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
Zhang, R., Jun, M., & Palacios, S. (2023). M-shopping service quality dimensions and their effects on customer trust and loyalty: An empirical study. International Journal of Quality and Reliability Management, 40(1), 169–191. https://doi.org/10.1108/IJQRM-11-2020-0374
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Natasya Aprilia Ningrum, Yuyus Yudistria
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta pada setiap artikel adalah milik penulis.
Penulis mengakui bahwa MAMEN (Jurnal Manajemen) sebagai publisher yang mempublikasikan pertama kali dengan lisensi
Creative Commons Attribution 4.0 International License.
Penulis dapat memasukan tulisan secara terpisah, mengatur distribusi non-ekskulif dari naskah yang telah terbit di jurnal ini kedalam versi yang lain, seperti: dikirim ke respository institusi penulis, publikasi kedalam buku, dan lain-lain. Dengan mengakui bahwa naskah telah terbit pertama kali pada MAMEN (Jurnal Manajemen).
