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eISSN: 2581-9615 || CODEN: WJARAI || Impact Factor 8.2 ||  CrossRef DOI

Research and review articles are invited for publication in March 2026 (Volume 29, Issue 3) Submit manuscript

The effect of E-service quality on E-loyalty and its impact on willingness to pay: The role of E-satisfaction as a mediator (Case study on Qaris users in Indonesia)

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  • The effect of E-service quality on E-loyalty and its impact on willingness to pay: The role of E-satisfaction as a mediator (Case study on Qaris users in Indonesia)

Amsal Theopilus Purba *, Wisnalmawati Wisnalmawati and Titik Kusmantini

Management Study Program, National Development University "Veteran" Yogyakarta, Indonesia.
 
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(01), 440-450
Article DOI: 10.30574/wjarr.2024.23.1.1965
DOI url: https://doi.org/10.30574/wjarr.2024.23.1.1965
 
Received on 20 May 2024; revised on 03 July 2024; accepted on 05 July 2024
 
This research aims to analyze the influence of E-service quality on E-loyalty and its impact on willingness to pay by utilizing E-satisfaction as a mediating variable among QRIS service users in Indonesia. The research sample was 201 respondents who met the sample criteria. Data was obtained through distributing questionnaires online via Google Form. The data was tested statistically via Smart PLS. The research results show that E-service quality partially has a significant influence on E-satisfaction and E-loyalty. This research found that E-satisfaction has a significant effect on E-loyalty. Besides that, E-loyalty has a significant effect on willingness to pay. This research also involves E-satisfaction as a mediating variable. The results show that E-satisfaction mediates the influence of E-service quality on E-loyalty.
 
E-loyalty; E-satisfaction; E-service quality; QRIS; Willingness to pay
 
https://wjarr.com/sites/default/files/fulltext_pdf/WJARR-2024-1965.pdf

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Amsal Theopilus Purba, Wisnalmawati Wisnalmawati and Titik Kusmantini. The effect of E-service quality on E-loyalty and its impact on willingness to pay: The role of E-satisfaction as a mediator (Case study on Qaris users in Indonesia). World Journal of Advanced Research and Reviews, 2024, 23(1), 440-450. Article DOI: https://doi.org/10.30574/wjarr.2024.23.1.1965

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