The Influence of E-Trust and E- Service Quality on E-Customer Loyalty for Dana Digital Wallet Users Through E-Satisfaction as an Intervening Variable in Padang City

Abstract

Purpose: This study aims to determine the effect of Financial Technology, on DANA e-wallet users in the city of Padang.
 
 Theoretical framework: Competition in Financial Technology (fintech) is known as a financial inclusion tool that is currently growing very fast. The development of fintech must certainly be of particular concern because it will be in direct contact with the economic activities of the people. in other words, strict supervision must be carried out in this industry related to the regulations that control it, must be comprehensive, clear and transparent. So the development of fintech can provide maximum benefits to the people. (Saragih, 2019).
 
 Design/Methodology/Approach: The sample size in this study was adjusted to the Structural Equation Model (SEM). This means that a minimum of 100 samples must be included in the SEM study using Partial Least Square (PLS).
 
 Findings: The findings in this study prove that electronic trust and electronic service quality have a significant impact on elecronic customer loyalty through electronic satisfaction as an intervening variable on DANA digital wallet users in Padang city. This proves that satisfaction and customer loyalty will increase along with the improvement of trust and service quality offered in an e-wallet because the user's expectation before using an e wallet is satisfaction and will become loyal.
 
 Research, practical & social implications: The Implicative suggestion from this study is that the DANA e-wallet must prioritize user data security to increase trust and improve service quality for convenience in using the application.
 
 Originality/Value: Some poor reviews found in the play store application make this a gap in this study. So this research emphasizes the analysis of factors that are considered relevant to influence user decisions, specifically trust and service quality on user satisfaction and loyalty. DANA e-wallet users in Padang city are the subjects in this study using the Structural Equation Modeling (SEM) approach. The results of this study are expected to contribute to the development of marketing science.