The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Ovo as E-Wallet in Jakarta

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Kim, Jun Hwan (2019) The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Ovo as E-Wallet in Jakarta. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

The aim of this study is to investigate the effect of service quality on customer satisfaction and loyalty in using OVO as e-wallet in Jakarta. This study used a quantitative approach focusing on cause and effect relationship among variables. The study involved 180 OVO users as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of Smart PLS 3.2 version program. The results indicated that Service Quality has a positive effect on Customer Satisfaction, Service Quality has a negative effect on Customer Loyalty, and Customer Satisfaction has a positive effect on Customer Loyalty. The study of “The Effect of Service Quality on Customer Loyalty and Satisfaction in using OVO as E-wallet” should be beneficial for future researchers to design their investigation on similar study. Moreover, the finding could help OVO and other e-wallet to improve their service quality. Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, SEM, PLS

Item Type:	Thesis (Graduate)
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor
Divisions:	Thesis > Master of Business Administration
Depositing User:	Gandes Mranani
Date Deposited:	22 Jan 2020 04:32
Last Modified:	22 Jan 2020 04:32
URI:	http://repository.ipmi.ac.id/id/eprint/356

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