THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED EASE OF USE ON E-CUSTOMER LOYALTY WITH E-CUSTOMER SATISFACTION AND E-TRUST AS INTERVENING VARIABLES IN DIGITAL PAYMENT INTERVENING VARIABLES ON DIGITAL PAYMENT FUNDS IN THE CITY OF MEDAN
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Nabawi Putri Marisa Nasution
Arlina Nurbaity Lubis
Fadli
Cashless phenomenon is noticeable as various kinds of e-wallet arise in Indonesia. E-wallet is an application used as a digital payment method, by which one is able to save money and make transactions of online or offline shopping using smartphones, one of which is Dana Application. The objective of this research is to reveal and to analyze the effects of e-service quality and perceived ease of use on customer loyalty with customer satisfaction and e-trust as the intervening variables in the digital payment of DANA in Medan, Indonesia. The population encompasses all visitors at two malls in Medan performing transactions using e-wallet of DANA. A sample size of 150 respondents are taken by using non probability sampling technique. The data analysis method used is Structural Equation Modelling-Partial Least Square (SEM-PLS). The research findings show that Customer Satisfaction (Z1) has positive and significant effects on E-Trust (Z2). E-Service Quality (XI) has positive and significant effects on Customer Loyalty (Y). E-Service Quality X1) has positive and significant effects on Customer Satisfaction (Z1). E-rust (Z2) has positive and significant effects on Customer Loyalty (Y). Perceived Ease of Use (X) has positive and significant effects on Customer Loyalty (X). Perceived Ease of Use (X2) has positive and significant effects on Customer Satisfaction (21). E-Service Custity (XI) has positive and significant effects on Customer Loyalty (Y) through Customer Satisfaction (Z1) and E-Trust (Z2). Customer Satisfaction (Z1) has positive and significant effects on Customer Loyalty (Y) through E-Trust (Z2). Perceived Ease of Use Sa has positive and significant affects on Customer Loyalty (Y) through Customer Satisfacion (Z1) and E-Trust (Z2). E-Service Quality (X1) has pastive and significant effects on E-Trust (Z2) through Customer Satisfaction (Z1). Perceived Ease of Use (X2) has postive and significant effects on E-Trust (Z2) through Customer Satisfaction (Z1).
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