THE INFLUENCE OF E-SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON GOPAY ELECTRONIC WALLET USERS
Keywords:
electronic service quality, customer service, customer satisfaction, customer loyalty
Abstract
The purpose of this study was to investigate the influence of electronic service quality towards consumer satisfaction using GOPAY electronic wallet on a daily transactions. In this study, the independent variables were application design, reliability, security/privacy, and customer service, while the dependent variables were customer satisfaction, and customer loyalty. The populations were customers who had used GOPAY electronic wallets for transactions. The total of collected respondents was 204 respondents and the researchers had successfully analysed 152 respondents as a sample. The data was collected through survey methods and questionnaires. The data then analysed by using SEM analysis model with Smart PLS 3. The results prove that the quality of electronic services have a significant influence on customer satisfaction. This study also finds that customer satisfaction has a positive effect towards customer loyalty.
References
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Asadpoor, S., & Abolfazl Abolfazli. (2017). Effect of Electronic Service Quality on Customer Satisfaction and Loyalty Saderat Bank's Customers. International Journal of Scientific Study.
Ayo, Charles K. et al. (2016). E-banking user's behavior: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing.
Berliana, M., & Zulestiana, D. A. (2020). Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia. REMIK (Riset Dan E-Jurnal Manajemen Informatika Komputer), 4(2), 11. https://doi.org/10.33395/remik.v4i2.10532
Bolton, R.N. and Drew, J.H. (1991). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, vol. 17, no. 4, pp. 375-384.
Candra, S., & Juliani, M. (2018). Impact of E-Service Quality and Customer Value on Customer Satisfaction in LocalBrand. Binus Business Review. 9(2):125-132.
Chang, H. H., Yao-Hua Wang, & Wen-Ying Yang. (2009). The Impact Of E-Service Quality, Customer Satisfaction And Loyalty On E-Marketing: Moderating Effect Of Perceived Value. Total Quality Management Journal. 20 (4): 423-443.
Chinomona, Richard., Godrey Masinge, & Maxwell Sandada. (2014). The Influence of E-Service Quality on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa. Mediterranean Journal of Social Sciences.
Díaz, G.R. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, vol. 36, pp. 75–85.
Durgun, Ozlem, Mustafa Caner Timur. (2015). The Effects of Electronic Payments on Monetary Policies and Central Banks. Procedia – Social and Behavioral Sciences 195. 680-685.
Famiyeh, S., Darko, D., and Kwarteng, A. (2017). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management, vol. 35, no. 8, 2018, pp. 1546-1567.
Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3): 382-388.
Gomez, B.G., Arranz, A.G., and Cillan, J.G. (2006). The role of loyalty programs in behavioral and affective royalty. Journal of Consumer Marketing, vol. 23(7), pp. 387-396.
Grüschow, R.M., J. Kemper, & M. Brettel. (2016). How do different payment methods deliver cost and credit efficiency in electronic commerce?. Electronic Commerce Research and Applications.
Gummesson, E. (1993). Quality management in service organizations: an interpretation of the service quality phenomenon and a synthesis of international research. ISQA.
Gupta K. K., & Bansal I. (2012). Development Of An Instrument To Measure Internet Banking Service Quality In India. Journal of Arts, Science, and Commerce. 3(2):11–25.
Hair et al.. (1998). Multivariate Data Analysis (5th Edition). New Jersey: Prentice Hall.
Hammoud, Jamil, Rima M. B., & Ibrahim El Baba. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector. SAGE Open.
Heskett, J.L., Sasser, W.E., and Hart, C.W.L. (1990). Breakthrough Service. The Free Press, New York, NY.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., and Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review, vol. 72, no. 2, pp. 164-174.
Hussain, Rahim., Amjad Al Nasser, & Yomna K. Hussain. (2014). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management.
Immordino, G., & Russo, F. F. (2017). Cashless payments and tax evasion. European Journal of Political Economy.
Jain, Sanjay K., & Garima Gupta. (2004). Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. Vikalpa. 29(2):25-37.
Jamal, A. & Naser, K. (2003). Factors Influencing Customer Satisfaction In The Retail Banking Sector In Pakistan. International Journal of Commerce and Management. 13 (2): 29-53.
Jünger, M., & Mietzner, M. (2019). Banking goes digital: The adoption of FinTech services by German households. Finance Research Letters.
Katadata.co.id. (2019). Linkaja Koalisi 7 Bumn Saingi Go-Pay Dan Ovo. Accessed 14 November 2019, from https://katadata.co.id/infografik/2019/03/11/linkaja-koalisi-7-bumn-saingi-go-pay-dan-ovo.
Khan, B. and Rizwan, M. (2014). Factors contributing to customer loyalty in commercial banking. International Journal of Accounting and Financial Reporting, vol. 4, no. 2, pp. 413-436.
Kim, Eyong B. and Sean B. Eom. (2002). Designing effective cyber store user interface. Industrial Management & Data Systems. 102(5): 241-251.
Kim, M., Kim, S., & Kim, J. (2019). Can mobile and biometric payments replace cards in the Korean offline payments market? Consumer preference analysis for payment systems using a discrete choice model. Telematics and Informatics.
Kotler, P., Keller, K. (2015). Marketing Management (15th ed.). New York, NY: Pearson
Luarn, Pin, & Hsin-Hui Lin. (2003). A Customer Loyalty Model For E-Service Context. Journal of Electronic Commerce Research. 4(4):156-167.
Matt, Christian. (2015). Digital Transformation Strategies. Business & Information Systems Engineering, 57(5):339–343.
Nasution, H. (2019). The Effect of E-Service Quality on E-Loyalty through E-Satisfaction on Students of Ovo Application Users at The Faculty of Economics. European Journal of Management and Marketing Studies, 4(1), 146–162. https://doi.org/10.5281/zenodo.3360880
Ningsih, S.M. and Segoro,W. (2014). The influence of customer satisfaction, switching cost and trusts in a Brand on customer loyalty – the survey on student as im3 users in depok, Indonesia. Procedia - Social and Behavioral Sciences, vol. 143, no. 14, pp. 1015-1019.
Ojasalo, Jukka. (2010). E-Service Quality: A Conceptual Model. International Journal of Arts and Sciences. 3(7): 127-143.
Oliver, R.L. (1997) Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies, Inc.
Oliver, R.L. (1999). Whence Consumer Loyalty? The Journal of Marketing, Fundamental Issues and Directions for Marketing. 63: 33-44
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Understanding Customer Expectations of Services. Sloan Management Review, Spring, 39-48.
Pangestu MT, M. A., & Sukresna, I. M. (2021). ( Studi Pada Pengguna Dompet Digital ( e-Wallet ) OVO di Kota Semarang ). 10, 1–11.
Pratminingsih, S.A., Lipuringtyas, C., and Rimenta, T. (2013). Factors influencing Customer Loyalty towards online shopping. International Journal of Trade, Economics and Finance, vol. 4(3), pp. 104-110.
Quan, Sun. (2010). The Relationships among E-Service Quality, System Quality, Information Quality and Customer Loyalty: An Empirical Study of Internet Banking in China. Global Journal of Management and Business Research.
Reicheld, F.F. and Sasser, J.W. (1990). Zero defections: quality comes to services. Harvard Business Review, vol. 68, no. 5, pp. 105-111.
Ruangkanjanses, Athapol, & Nicharee Sirikulprasert. (2019). Predicting Consumer Intention to Adopt Near Field Communication Enabled Mobile Payment in Thailand. Journal of Telecommunication, Electronic and Computer Engineering. 10:2-7.
Rust, R.T., Zahorik, A.J., and Keiningham, T.L. (1995). Return on quality (ROQ): making service quality financially accountable. Journal of Marketing, vol. 59, no. 2, pp. 58-70.
Schneider, B. and Bowen, D.E. (1995). Winning the Service Game. HBS Press, Boston, MA.
Shankar, Amit, & Biplab Datta. (2018). Factors Affecting Mobile Payment Adoption Intention: An Indian Perspective. Global Business Review. 19 (3):72-89.
Storbacka, K., Strandvik, T., and Grönroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management, vol. 5, no. 5, pp. 21-38.
Sundaram, Vijayanand, D. Ramkumar, & Poorna Shankar. (2017). Impact of E-Service Quality on Customer Satisfaction and Loyalty: Empirical Study in India Online Business. Kinerja. 21(1):48-69.
Teich, I. (1997). Holding on to customers: the bottom-line benefits of relationship building. Bank Marketing, vol. 29, no. 2, pp. 12-13.
Thakor, A. V. (2019). Fintech and banking: what do we know? Journal of Financial Intermediation, 100833.
Tse, D.K., & Wilton, P. C. (1988). Models of Customer Satisfaction Formation: An Extention. Journal of Marketing Research. 204:12.
Tung, F.C. (2013). Customer satisfaction, perceived value and customer loyalty: the mobile services industry in China. African Journal of Business Management, vol. 7, no. 18, pp. 1730-1737.
Wolfinbarger, M., and Gilly, M. G. (2003). eTailQ: Dimensionalizing, measuring and predicting eTail quality. Journal of Retailing. 79: 183-198.
Yan, Hong, & Zhonghua Yang. (2015). Examining Mobile Payment User Adoption From The Perspective Of Trust. International Journal of u- and e- Service, Science, and Technology. 9(1):117-130.
Yang, W., Li, J., Zhang, Y., & Gu, D. (2019). Security Analysis Of Third-Party In-App Payment In Mobile Applications. Journal of Information Security and Applications, 48, 102358.
Yi, Youjae. (1989). A Critical Review of Consumer Satisfaction. Journal of Research.
Zeithaml, V., Parasuraman, A., and Berry, L.L. (1990). Delivering Quality Service. The Free Press, New York, NY.
Zeithaml, Valarie A., A. Parasuraman, & Arvind Malhotra. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science. 30(4):358-371.
Akhter, W., Abbasi, A.S., Ali, I., and Afzal, H. (2011). Factors affecting customer loyalty in Pakistan, African Journal of Business Management, vol. 5, no. 4, pp. 1167-1174.
Alam, S.S., Bakar, Z., Ismail, H.B., and Ahsan, N. (2008). Young Consumers Online Shopping –An Empirical Study. Journal of Internet Business, vol. 5, pp. 81-98.
Ali, Madad, & Fahad Asmi. (2017). Evaluation of E-Service Quality through Customer Satisfaction (a Case Study of FBR E-Taxation). Open Journal of Social Sciences.
Anderson, E.A. and Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, vol. 12, no. 2, pp. 125-143.
Anderson et al. (1994). Customer Satisfaction, Market Share, And Profitability: Findings From Sweden. Journal of marketing. 58(3): 53-66.
Anshari, M., Almunawar, M. N., Masri, M., & Hamdan, M. (2019). Digital Marketplace and FinTech to Support Agriculture Sustainability. Energy Procedia, 156: 234–238.
Asadpoor, S., & Abolfazl Abolfazli. (2017). Effect of Electronic Service Quality on Customer Satisfaction and Loyalty Saderat Bank's Customers. International Journal of Scientific Study.
Ayo, Charles K. et al. (2016). E-banking user's behavior: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing.
Berliana, M., & Zulestiana, D. A. (2020). Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia. REMIK (Riset Dan E-Jurnal Manajemen Informatika Komputer), 4(2), 11. https://doi.org/10.33395/remik.v4i2.10532
Bolton, R.N. and Drew, J.H. (1991). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, vol. 17, no. 4, pp. 375-384.
Candra, S., & Juliani, M. (2018). Impact of E-Service Quality and Customer Value on Customer Satisfaction in LocalBrand. Binus Business Review. 9(2):125-132.
Chang, H. H., Yao-Hua Wang, & Wen-Ying Yang. (2009). The Impact Of E-Service Quality, Customer Satisfaction And Loyalty On E-Marketing: Moderating Effect Of Perceived Value. Total Quality Management Journal. 20 (4): 423-443.
Chinomona, Richard., Godrey Masinge, & Maxwell Sandada. (2014). The Influence of E-Service Quality on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa. Mediterranean Journal of Social Sciences.
Díaz, G.R. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, vol. 36, pp. 75–85.
Durgun, Ozlem, Mustafa Caner Timur. (2015). The Effects of Electronic Payments on Monetary Policies and Central Banks. Procedia – Social and Behavioral Sciences 195. 680-685.
Famiyeh, S., Darko, D., and Kwarteng, A. (2017). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management, vol. 35, no. 8, 2018, pp. 1546-1567.
Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3): 382-388.
Gomez, B.G., Arranz, A.G., and Cillan, J.G. (2006). The role of loyalty programs in behavioral and affective royalty. Journal of Consumer Marketing, vol. 23(7), pp. 387-396.
Grüschow, R.M., J. Kemper, & M. Brettel. (2016). How do different payment methods deliver cost and credit efficiency in electronic commerce?. Electronic Commerce Research and Applications.
Gummesson, E. (1993). Quality management in service organizations: an interpretation of the service quality phenomenon and a synthesis of international research. ISQA.
Gupta K. K., & Bansal I. (2012). Development Of An Instrument To Measure Internet Banking Service Quality In India. Journal of Arts, Science, and Commerce. 3(2):11–25.
Hair et al.. (1998). Multivariate Data Analysis (5th Edition). New Jersey: Prentice Hall.
Hammoud, Jamil, Rima M. B., & Ibrahim El Baba. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector. SAGE Open.
Heskett, J.L., Sasser, W.E., and Hart, C.W.L. (1990). Breakthrough Service. The Free Press, New York, NY.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., and Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review, vol. 72, no. 2, pp. 164-174.
Hussain, Rahim., Amjad Al Nasser, & Yomna K. Hussain. (2014). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management.
Immordino, G., & Russo, F. F. (2017). Cashless payments and tax evasion. European Journal of Political Economy.
Jain, Sanjay K., & Garima Gupta. (2004). Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. Vikalpa. 29(2):25-37.
Jamal, A. & Naser, K. (2003). Factors Influencing Customer Satisfaction In The Retail Banking Sector In Pakistan. International Journal of Commerce and Management. 13 (2): 29-53.
Jünger, M., & Mietzner, M. (2019). Banking goes digital: The adoption of FinTech services by German households. Finance Research Letters.
Katadata.co.id. (2019). Linkaja Koalisi 7 Bumn Saingi Go-Pay Dan Ovo. Accessed 14 November 2019, from https://katadata.co.id/infografik/2019/03/11/linkaja-koalisi-7-bumn-saingi-go-pay-dan-ovo.
Khan, B. and Rizwan, M. (2014). Factors contributing to customer loyalty in commercial banking. International Journal of Accounting and Financial Reporting, vol. 4, no. 2, pp. 413-436.
Kim, Eyong B. and Sean B. Eom. (2002). Designing effective cyber store user interface. Industrial Management & Data Systems. 102(5): 241-251.
Kim, M., Kim, S., & Kim, J. (2019). Can mobile and biometric payments replace cards in the Korean offline payments market? Consumer preference analysis for payment systems using a discrete choice model. Telematics and Informatics.
Kotler, P., Keller, K. (2015). Marketing Management (15th ed.). New York, NY: Pearson
Luarn, Pin, & Hsin-Hui Lin. (2003). A Customer Loyalty Model For E-Service Context. Journal of Electronic Commerce Research. 4(4):156-167.
Matt, Christian. (2015). Digital Transformation Strategies. Business & Information Systems Engineering, 57(5):339–343.
Nasution, H. (2019). The Effect of E-Service Quality on E-Loyalty through E-Satisfaction on Students of Ovo Application Users at The Faculty of Economics. European Journal of Management and Marketing Studies, 4(1), 146–162. https://doi.org/10.5281/zenodo.3360880
Ningsih, S.M. and Segoro,W. (2014). The influence of customer satisfaction, switching cost and trusts in a Brand on customer loyalty – the survey on student as im3 users in depok, Indonesia. Procedia - Social and Behavioral Sciences, vol. 143, no. 14, pp. 1015-1019.
Ojasalo, Jukka. (2010). E-Service Quality: A Conceptual Model. International Journal of Arts and Sciences. 3(7): 127-143.
Oliver, R.L. (1997) Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies, Inc.
Oliver, R.L. (1999). Whence Consumer Loyalty? The Journal of Marketing, Fundamental Issues and Directions for Marketing. 63: 33-44
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Understanding Customer Expectations of Services. Sloan Management Review, Spring, 39-48.
Pangestu MT, M. A., & Sukresna, I. M. (2021). ( Studi Pada Pengguna Dompet Digital ( e-Wallet ) OVO di Kota Semarang ). 10, 1–11.
Pratminingsih, S.A., Lipuringtyas, C., and Rimenta, T. (2013). Factors influencing Customer Loyalty towards online shopping. International Journal of Trade, Economics and Finance, vol. 4(3), pp. 104-110.
Quan, Sun. (2010). The Relationships among E-Service Quality, System Quality, Information Quality and Customer Loyalty: An Empirical Study of Internet Banking in China. Global Journal of Management and Business Research.
Reicheld, F.F. and Sasser, J.W. (1990). Zero defections: quality comes to services. Harvard Business Review, vol. 68, no. 5, pp. 105-111.
Ruangkanjanses, Athapol, & Nicharee Sirikulprasert. (2019). Predicting Consumer Intention to Adopt Near Field Communication Enabled Mobile Payment in Thailand. Journal of Telecommunication, Electronic and Computer Engineering. 10:2-7.
Rust, R.T., Zahorik, A.J., and Keiningham, T.L. (1995). Return on quality (ROQ): making service quality financially accountable. Journal of Marketing, vol. 59, no. 2, pp. 58-70.
Schneider, B. and Bowen, D.E. (1995). Winning the Service Game. HBS Press, Boston, MA.
Shankar, Amit, & Biplab Datta. (2018). Factors Affecting Mobile Payment Adoption Intention: An Indian Perspective. Global Business Review. 19 (3):72-89.
Storbacka, K., Strandvik, T., and Grönroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management, vol. 5, no. 5, pp. 21-38.
Sundaram, Vijayanand, D. Ramkumar, & Poorna Shankar. (2017). Impact of E-Service Quality on Customer Satisfaction and Loyalty: Empirical Study in India Online Business. Kinerja. 21(1):48-69.
Teich, I. (1997). Holding on to customers: the bottom-line benefits of relationship building. Bank Marketing, vol. 29, no. 2, pp. 12-13.
Thakor, A. V. (2019). Fintech and banking: what do we know? Journal of Financial Intermediation, 100833.
Tse, D.K., & Wilton, P. C. (1988). Models of Customer Satisfaction Formation: An Extention. Journal of Marketing Research. 204:12.
Tung, F.C. (2013). Customer satisfaction, perceived value and customer loyalty: the mobile services industry in China. African Journal of Business Management, vol. 7, no. 18, pp. 1730-1737.
Wolfinbarger, M., and Gilly, M. G. (2003). eTailQ: Dimensionalizing, measuring and predicting eTail quality. Journal of Retailing. 79: 183-198.
Yan, Hong, & Zhonghua Yang. (2015). Examining Mobile Payment User Adoption From The Perspective Of Trust. International Journal of u- and e- Service, Science, and Technology. 9(1):117-130.
Yang, W., Li, J., Zhang, Y., & Gu, D. (2019). Security Analysis Of Third-Party In-App Payment In Mobile Applications. Journal of Information Security and Applications, 48, 102358.
Yi, Youjae. (1989). A Critical Review of Consumer Satisfaction. Journal of Research.
Zeithaml, V., Parasuraman, A., and Berry, L.L. (1990). Delivering Quality Service. The Free Press, New York, NY.
Zeithaml, Valarie A., A. Parasuraman, & Arvind Malhotra. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science. 30(4):358-371.
Published
2021-11-01
How to Cite
Harijanto, A. T., & Watson, W. (2021). THE INFLUENCE OF E-SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON GOPAY ELECTRONIC WALLET USERS. Jurnal Inovasi Penelitian, 2(6), 1833-1844. https://doi.org/10.47492/jip.v2i6.906
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Articles
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