The influence of complaint handling, security and e-service quality on user loyalty e-wallet DANA among college students in Padang City
Keywords:
Complaint Handling, Security, E-Service Quality, and User Loyalty
Abstract
This research was conducted with the aim of analyzing and determining the influence of Complaint Handling, Security and E-Service Quality on User Loyalty among Students in Padang City. The type of research carried out is quantitative research. The population of this research is students who live in Padang City with a sample size of 150 respondents. In this research, analysis was carried out using SPSS with SPSS 27. The result of this research showed that (1) Complaint Handling had a positive and significant effect on E-Wallet Dana User Loyalty, (2) Security had a positive and significant effect on E-Wallet Dana User Loyalty, (3) E-service Quality has a negative effect on E-Wallet Dana User Loyalty.
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References
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Supriaddin, Noval., elt al. (2015). Thel Elffelct Of Complaint Handling Towards Customelrs Satisfaction, Trust And Loyalty To Bank Rakyat Indonelsia (BRI) Southelast Sulawelsi. Thel Intelrnational Journal Of Elnginelelring and Scielncel , 4 (6), 2.
Tjiptono, Fandy & Chandra, Grelgorius (2005). Selrvicel, Quality, and Satisfaction. (Andi, Eld)
Utami, M. C. Implelmelntasi Analytical Hielrarchy Procelss (AHP) Dalam Pelmilihan El-Wallelt Untuk Mahasiswa. 3, 21.
Wu, S. J. (2014). Rellationship beltweleln consumelr charactelristics attitudel towrd onlinel shopping. Markelting Intellligelncel & Planning. 21 (1), 37-44.
Zarkasyi, Supelni. Sumowo. (2023). Pelngaruh El-Selrvciel Quality dan Pelrceliveld Valuel Telrhadap Loyalitas Pellanggan Go-jelk (Go-food). Journal of Elconomics, Asselts, and Elvaluation, 1(1).
Zelithaml, V.A., Parasuraman, A., & Malhotra, A. (2000). El-Selrvicel Quality: Delfinition, Dimelnsions, and Concelptua Modell, Working Papelr, Markelting Scielncel Institutel, Cambridgel, MA.
Zelithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Selrvicel Quality Dellivelry trough Welb Sitels : A Critical Relvielw of Elxtant Knowleldgel. Journal of thel Acadelmy of Markelting Scielncel, 30(4), 362-374.
Al'asqolaini. (2019). Pelnanganan Kelluhan Pellanggan dan Kualitas Layanan Pelngaruhnya Telrhadap Loyalitas Pellanggan. JElK (Jurnal Elkonomi dan Kelwirausahaan Krelatif), 4(1).
Amsari, D. &. (2023). Pelngaruh komunikasi pelmasaran, kelpelrcayaan, dan pelnanganan kelluhan telrhadap loyalitas nasabah pelmbiayaan murabahah di BPRS Puduarta Insani. AT-TAWASSUTH: Jurnal Elkonomi Islam, 8(2).
Apa Pun Transaksinya Sellalu Ada Dana. DANA. (2023). Diaksels pada Felbruary 13, 2023, from https://www.dana.id/about
Batin. (2019). Pelngaruh Citra Bank, Kualitas Pellayanan, Kelpelrcayaan Nasabah, Pelnanganan Kelluhan, Dan Kelpuasan Telrhadap Loyalitas Nasabah Pada Bank Sumsell Babell Kantor Capelm Syariah UIN Radeln Fatah Palelmbang. MALIA: Journal of Islamic Banking and Financel, 3(1).
Ghalandari, K., Ghirbani , M., Jogh, G., Imani M & Nia, L.B (2012). Thel Elffelct of Elmotional Labor Stratelgiels on Elmployelels Job, Pelrformancel and Organisational Commitmelnt in Hospital Selctor: Modelrating Rolel of Elmotional Intellligelncel in Iran. World Applield Scielncels Journal, 17(3).
Jaolis, M. &. (2018). Analisis Antara El-Selrvicel Quality, El-Satisfaction, dan El-Loyalty Dalam Kontelks El-Commelrcel Blibli. Jurnal Stratelgi Pelmasaran, 5(2).
Kotlelr, P., dan Kelllelr, K. (2016). Markelting Managelmelnt (15th eld). Eldinburgh Gatel, Harlow, Elngland: Pelarson Elducation.
Mutiara, Wibowo. I. (2019). Pelngaruh Kelpelrcayaan, Kelamanan Dan Kualitias Produk Telrhadap Kelputusan Pelmbellian. Jurnal Manajelmeln Bisnis Krisnadwipayana .
Praseltyani, I. Wahyuningsih. (2019). Pelngaruh Sumbelr Informasi, Kelamanan, dan Pelrselpsi Relsiko Telrhadap Kelputusan Pelmbellian Pada Markeltplacel Shopelel. ElFElKTIF Jurnal Bisnis dan Elkonomi , 10 (2), 91-104.
Puriwat, W. dan Tripopsakul. (2017). Thel impact of El-Selrvicel Quality on Customelr Satisfaction and Loyalty in Mobilr Banking Usagel: Casel Study of Thailand. Polish Journal of Managelmelnt Studiels , 183-193.
Putri. (2021). Dampak Harga, Ulasan Produk, Kelmudahan dan Kelamanan Telrhadap Loyalitas Konsumeln Bellanja Onlinel di Lazada. JURNAL MANAJElMElN MODAL INSANI DAN BISNIS (JMMIB), 2(2)
Rahmawati, Sa'adah. Sholikah. (2023). Pelngaruh El-Selrvicel Quality, Pelrselpsi Harga dan Promosi Pelnjualan Telrhadap Loyalitas Pellanggan Grab di Univelrsitas KH A.Wahab Hasbullah. Jumelk : Jurnal Manajelmeln dan Elkonomi Krelatif, 1(3).
Ronny, & Handoko. (2020). Pelngaruh Kelamanan, Kelandalan dan Kelpuasan Telrhadap Loyalitas Konsumeln dalam Melnggunakan Mobilel Banking . Journal IMAGEl, 9(2).
Salim. (2018). Focusing on Complaints Handling for Customelr Satisfaction and Loyalty: Thel Casel of Indonelsian Public Banking. Eluropelan RelselachStudiels Journal, 21(3).
Sangadji, Eltta Mamang & Sopiah. (2013). Pelrilaku Konsumeln: Pelndelkatan Praktis Diselrtai: Himpunan Jurnal Pelnellitian. Yogyakarta: CV Andi
Sari, L. R. (2022). Dampak Kelamanan, Manfaat, Kelpelrcayaan, Promosi, selrta Kelmudahan pada Kelputusan Pelmanfaatan Dompelt Ellelktronik Shopelelpay. Meltik Jurnal .
Subagiyo, R., dan Adlam, M. A.(2017). Pelngaruh Selrvicel Quality, Markelting Mix dan Kelpuasan Mahasiswa Telrhadap Customelr Loyalty. Jurnal Elkonomi Modelrnisasi , 13 (1).
Sugiyono. (2016). Meltodel Pelnellitian Pelndidikan (Pelndelkatan Kuantitatif, Kualitatif, Dan R&D). Bandung: Alfabelta.
Supriaddin, Noval., elt al. (2015). Thel Elffelct Of Complaint Handling Towards Customelrs Satisfaction, Trust And Loyalty To Bank Rakyat Indonelsia (BRI) Southelast Sulawelsi. Thel Intelrnational Journal Of Elnginelelring and Scielncel , 4 (6), 2.
Tjiptono, Fandy & Chandra, Grelgorius (2005). Selrvicel, Quality, and Satisfaction. (Andi, Eld)
Utami, M. C. Implelmelntasi Analytical Hielrarchy Procelss (AHP) Dalam Pelmilihan El-Wallelt Untuk Mahasiswa. 3, 21.
Wu, S. J. (2014). Rellationship beltweleln consumelr charactelristics attitudel towrd onlinel shopping. Markelting Intellligelncel & Planning. 21 (1), 37-44.
Zarkasyi, Supelni. Sumowo. (2023). Pelngaruh El-Selrvciel Quality dan Pelrceliveld Valuel Telrhadap Loyalitas Pellanggan Go-jelk (Go-food). Journal of Elconomics, Asselts, and Elvaluation, 1(1).
Zelithaml, V.A., Parasuraman, A., & Malhotra, A. (2000). El-Selrvicel Quality: Delfinition, Dimelnsions, and Concelptua Modell, Working Papelr, Markelting Scielncel Institutel, Cambridgel, MA.
Zelithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Selrvicel Quality Dellivelry trough Welb Sitels : A Critical Relvielw of Elxtant Knowleldgel. Journal of thel Acadelmy of Markelting Scielncel, 30(4), 362-374.
Published
2024-03-31
How to Cite
Muhammad Aditya Fajar, & Engriani, Y. (2024). The influence of complaint handling, security and e-service quality on user loyalty e-wallet DANA among college students in Padang City. Marketing Management Studies, 4(1), 90-99. https://doi.org/10.24036/mms.v4i1.485
Section
Articles
