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"ABSTRAKPenelitian ini mempelajari tentang konsep kekuatan dari tingkat kepuasan konsumen terhadap loyalitas sikap dan loyalitas perilaku, dalam konteks Restoran Marche. Dalam penelitian ini, tingkat kepuasan yang diasumsikan sebagai suatu sikap memiliki pengaruh terhadap loyalitas melalui moderasi tiga atribut kekuatan sikap yang sering digunakan dalam psikologi, yaitu keyakinan, kepentingan dan ambivalensi. Studi ini merupakan perluasan dari penelitian sebelumnya mengenai konsep kekuatan dari tingkat kepuasan konsumen dengan menggunakan konteks restoran dan menggunakan dua jenis loyalitas, yaitu loyalitas sikap dan loyalitas perilaku. Setiap konsumen memiliki tingkat kekuatan yang berbeda-beda dalam menyampaikan tingkat kepuasannya. Konsumen yang menyatakan bahwa dirinya puas terhadap suatu obyek (seperti kualitas pelayanan restoran), belum tentu akan memiliki sifat loyalitas. Tingkat kepuasan yang kekuatannya lemah dapat berakibat pada disloyalitas dari konsumen. Hasil penelitian menunjukkan bahwa dalam konteks Restoran Marche, ketiga atribut kekuatan sikap tidak memiliki pengaruh yang signifikan terhadap hubungan kepuasan dengan loyalitas sikap maupun perilaku dari konsumen Restoran Marche. Namun, arah hubungan dari moderasi atribut kekuatan sikap tersebut mengindikasikan bahwa tingkat kepuasan konsumen dapat diperkuat atau diperlemah oleh atribut kekuatan sikap.

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ABSTRACTThe study in this thesis revolves around the satisfaction strength concept and its relationship with attitudinal loyalty and behavioral loyalty in the Marche Restaurants context. This study extends the satisfaction strength literature by expanding the context into the restaurant industry, namely Marche Restaurant, and using two types of loyalty, namely attitudinal loyalty and behavioral loyalty. Here, the level of customer satisfaction is assumed to be an attitude that has impacts on loyalty via three strength-related attributes, namely certainty, importance and ambivalence. Every customer has a different strength in their statement of satisfaction. A customer who states that he/she is satisfied toward a product or service (such as service quality), is not necessarily have loyalty toward the product or service. A weakly held satisfaction will lead to customer disloyalty or defection. The result of the study showed that in the Marche Restaurant, all the three strength-related context did not moderate the relationship between the customer and their attitudinal and behavoral loyalty. However, the direction of the relationship still indicate that the level of satisfaction can be strengthen or weakened by those three strength-related attribute."

"ABSTRAKTingkat persaingan perbankan di Indonesia dalam meningkatkan service deliveryterlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalammemberikan layanan prima (service excellence) kepada nasabahnya. Disisi lainsaat ini nasabah semakin canggih (sophisticated) dan sangat menuntut(demanding), sehingga mereka tidak hanya mencari harga yang kompetitif danlayanan yang baik saja, namun mereka menginginkan experience yangmengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan.Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapatberkompetisi secara efektif dan mendiferensiasi dirinya di pasar denganmengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan.Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhicustomer experience dalam ber-bank (bank customer experience), komitmen sertaloyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk padakonseptual model customer experience dibangun oleh Vehoef et al (2009), modelini terdiri dari beberapa elemen yang membentuk customer experience, yaitusocial environment, service interface, atmosphere, price, brand, electronicchannel dan past experience. Penelitian dilakukan terhadap nasabah empat bankbesar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksiperbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian inididapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat,baik terhadap customer experience satisfaction maupun customer emotionsatisfaction, namun demikian tidak hanya service quality saja yang berkorelasiterhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasiyaitu brand, bank atmosphere, environment influence dan e-channel serta pastexperience. Penelitian ini memberikan hasil bahwa customer experience memilikipengaruh kepada customer experience satisfaction demikian halnya dengancustomer emotion satisfaction. Dalam kaitannya dengan customer loyalty,keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwacustomer emotion satisfaction juga menjadi hal yang penting untuk diperhatikandalam menciptakan customer loyalty.

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ABSTRACTBanking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty"

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"Penelitian ini ditujukan untuk mengidentifikasi hubungan antara kualitas layanan dengan kepuasan nasabah, dan kesetiaan nasabah layanan cash management bank UOB Indonesia. Pengambilan sampel dilakukan terhadap nasabah perusahaan yang menggunakan layanan cash management. Kuesioner disusun untuk penelitian ini berdasarkan model Servqual yang mengidentifikasi pengaruh lima dimensi (tangibility, assurance responsibility, reliability, dan empathy) pada lingkungan bank terhadap kepuasan nasabah. Penelitian pendahuluan dilakukan untuk melakukan verifikasi kuesioner alat ukur yang telah disusun sebelumnya kepada nasabah melalui indepth interview.Perbaikan dan perubahan kuesioner dilakukan berdasarkan temuan dan masukan dari nasabah-nasabah tersebut.Hasil penelitian ini menunjukan bawah semua dimensi SERVQUAL memiliki pengaruh positif terhadap kepuasan nasabah..Reliability memiliki pengaruh paling besar dikuti oleh tangible, responsiveness, assurance dan empathy. Kepuasan nasabah juga didapatkan memiliki pengaruh positif terhadap kesetiaan nasabah.Penelitian ini juga menyarankan kedepannya agar dapat dilakukan penelitian yang sama yakni pengaruh kualitas layanan terhadap kepuasan dan kesetiaan nasabah atas masing-masing segmen nasabah yang mendapatkan layanan cash management secara terpisah.

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The goal of this research is to identify interrelationship between service quality, customer satisfaction and customer loyalty in cash management service of Bank UOB Indonesia. Sampling was conducted to corporate customer of cash management service customer.

The questionnaire developed for this research was based on Servqual model that identified the influence of five dimensions (tangibility, assurance responsibility, reliability, and empathy) in banking environments on customer satisfaction. Prelimenary research was conducted to verify the questioannaire to customer through indepth interview. Revision and update of questionnaire was done based on the finding and customer inputs.

The research results indicate that all SERVQUAL dimensions have a positive influence to customer satisfaction. Reliability has the biggest influence to customer satisfaction followed by tangible, responsiveness, assurance and empathy. Customer satisfaction also found out has positive influence to customer loyalty.

This research also suggest for future research to conduct separate research on service quality influence to customer satisfaction and customer loyalty to every customer segement that served."

"Penelitian ini menyelidiki hubungan antara enam konstruk : kualitas layanan elektronik, kepuasan pelanggan elektronik, kualitas layanan, kepuasan pelanggan, loyalitas elektronik, dan elektronik word-of-mouth (EWOM). Studi ini melibatkan total 452 responden yang merupakan pelanggan PLN dan telah menggunakan aplikasi PLN Mobile. Data yang dikumpulkan kemudian dianalisis menggunakan metode Partial Least Square (PLS). Temuan-temuan tersebut menunjukkan bahwa loyalitas pelanggan elektronik dapat dipengaruhi secara langsung dan tidak langsung oleh kualitas layanan, serta secara tidak langsung oleh kualitas layanan elektronik. Baik kepuasan pelanggan maupun kepuasan pelanggan elektronik dapat memediasi pengaruh kualitas layanan dan kualitas layanan elektronik terhadap kesetiaan e-pelanggan. Oleh karena itu, PLN perlu memastikan tidak hanya penyediaan kualitas layanan (baik melalui aplikasi maupun personel lapangan), tetapi juga kepuasan pelanggan dengan layanan yang disediakan untuk meningkatkan kepuasan pelanggan dan mendorong kesetiaan elektronik, mendorong pelanggan untuk terus menggunakan aplikasi PLN Mobile. Studi ini juga mengungkapkan bahwa kesetiaan e-pelanggan memiliki pengaruh positif dan signifikan terhadap EWOM.

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This study investigates the relationships among six constructs: e-service quality, customer e-satisfaction, service quality, customer satisfaction, customer e-loyalty, and electronic word-of-mouth (EWOM). The study employed a total of 452 respondents who are customers of PLN and have used the PLN Mobile application. The collected data was then analyzed using the Partial Least Square (PLS) method. The findings suggest that customer e-loyalty can be directly and indirectly influenced by Service quality, also indirectly by e-service quality. Both customer satisfaction and e-satisfaction could mediates the influence of service quality and e-service quality on Customer e-loyalty. Therefore, PLN needs to ensure not only the provision of service quality (both through the application and field personnel) but also customer satisfaction with the services provided in order to enhance customer satisfaction and foster electronic loyalty, encouraging customers to continue using the PLN Mobile application. The study also reveals that customer e-loyalty has a positive and significant influence on EWOM."

"Di masa pandemi covid-19, hampir seluruh sektor ekonomi terkena dampaknya. Salah satu sektor yang bisa bertahan kuat adalah industri transportasi dan logistik online. Industri ini bisa kuat menghadapi resistensi dampak dari pandemi dikarenakan kapabilitasnya bisa menghubungkan banyak orang dengan berbagai macam kebutuhan dengan minim kontak fisik. Selanjutnya, situasi pascapandemi kemudian membuat mobilitas masyarakat semakin masif dan pesat setelah pemerintah Indonesia secara resmi mencabut aturan pembatasan sosial yang selama ini menghambat pertumbuhan ekonomi. Melihat hal tersebut, Gojek sebagai operator layanan aplikasi transportasi online terbesar di Indonesia menyampaikan rencana visi dan misi mereka di acara tahunan Gojek Outlook 2023. Perubahan strategi secara besar akan dilakukan perlahan-lahan oleh Gojek dengan mengurangi biaya promosi yang selama ini mereka keluarkan dan mengalihkannya ke dalam peningkatan pelayanan maupun optimisasi berbagai keputusan bisnis yang mendukung Gojek dalam mendapatkan profitabilitas. Untuk itu, penelitian ini dilakukan untuk menganalisis bagaimana pengaruh customer review sebagai variabel yang mencerminkan pendapat konsumen mengenai layanan Gojek saat ini terhadap variabel customer satisfaction dan customer loyalty ditambah dengan brand image sebagai moderasi. Penelitian dengan jenis kuantitatif ini menggunakan metode survei yang disebarkan pada bulan November-Desember 2023 pada masyarakat Generasi Z dan Milenial di Jabodetabek dan mendapatkan 153 responden. Sementara itu data text mining juga dilakukan untuk data kualitatif pada aplikasi Gojek dan mendapatkan 45.273 dataset. Data yang didapatkan kemudian diolah menggunakan software SPSS, Smart PLS 3.0, dan Orange. Hasil penelitian ini menunjukan bahwa beberapa dimensi customer review berpengaruh secara positif dan signifikan terhadap customer satisfaction. Lalu brand image dan customer satisfaction yang berpengaruh secara positif dan signifikan terhadap customer loyalty. Begitupun dengan peran brand image sebagai moderasi terhadap customer loyalty. Namun, tidak ada satupun dimensi customer review yang berpengaruh secara signifikan terhadap customer loyalty diikuti beberapa dimensi customer review terhadap customer satisfaction.

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During the Covid-19 pandemic, nearly all economic sectors were affected. One sector that can remain robust is the online transportation and logistics industry. This industry can sustain itself in facing the impact of the pandemic due to its capability to connect many people with various needs with minimal physical contact. Furthermore, the post-pandemic situation made people's mobility even more massive and rapid after the Indonesian government officially lifted the social restrictions that had hampered economic growth. Observing this trend, Gojek, as the largest online transportation application service operator in Indonesia, presented its vision and mission plan at the annual Gojek Outlook 2023 event. Gojek aims to make significant strategic changes gradually by reducing the promotional costs they have been incurring and redirecting them to improve services and optimize various business decisions that support Gojek in achieving profitability. For this reason, this research was conducted to analyze the influence of customer reviews as a variable that reflecting consumers opinions on current Gojek services. The study focused on the variables of customer satisfaction and customer loyalty, with brand image considered as a moderating factor. This quantitative research employed a survey method distributed in November-December 2023 among Generation Z and Millennial communities in Jabodetabek, with 153 respondents. Additionally, text mining data was conducted for qualitative data on the Gojek application, resulting in 45,273 datasets. The collected data was then processed using SPSS, Smart PLS 3.0, and Orange software. The research results indicate that several dimensions of customer reviews have a positive and significant effect on customer satisfaction. Moreover, brand image and customer satisfaction positively and significantly influence customer loyalty, with brand image playing a role as a moderator of customer loyalty. However, none of the customer review dimensions show a significant effect on customer loyalty, followed by several customer review dimensions on customer satisfaction."

"ABSTRAKTesis ini membahas mengenai pengaruh service quality ( technical andfunctional quality ), relationship satisfaction ( trust dan commitment ) terhadapsatisfaction ( kepuasaan ) dan loyalty ( loyalitas ) pada retailer provider kartu 3(Tri), Kepercayaan yang baik di mata konsumen dibutuhkan para provider untukmembangkitkan kepuasan pelanggan terhadap provider. Menurut Tjiptono (2005), kualitas pelayanan adalah tingkat keunggulan yang diharapkan danpengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginanpelanggan. Penelitian ini dilakukan secara kualitatif yang dibangun berdasarkanpenelitian sebelumnya dari Ruben Chumpitaz Service quality, relationshipsatisfaction, trust, commitment and business –to- business loyalty (2006). Darihasil penelitian didapatkan adanya pengaruh antara service quality ( technicaland functional quality ), relationship satisfaction ( trust dan commitment )terhadap satisfaction ( kepuasaan ) dan loyalty ( loyalitas ). Diharapkan denganpenelitian ini provider Tri dapat terus meningkatkan customer satisfaction agardapat meningkatkan loyalty dari pelanggan.

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ABSTRACTThis thesis highlights the importance of the effect of service quality (Technicaland Functional Quality), Relationship Quality (Trust and Commitment) ofSatisfaction and Loyalty of Tri’s Retailer. Every company needs to build believein order to get customer satisfaction. PT. Hutchison CP Telecommunications (Tri)has given the best to its customers. According to Tjiptono ( 2005), service qualityis the level of excellence expected and control over the level of excellence to meetthe customer. The research was conducted qualitatively based on previous studiesof Ruben Chumpitaz Service quality, relationship satisfaction, trust, commitmentand business-to-business loyalty (2006). From the results, there is influence ofservice quality (technical and functional quality), relationship satisfaction (trustand commitment) to the satisfaction and loyalty. Hopefully with this finding thatTri could improve customer satisfaction which makes the level of customer moreloyal to Tri."

"Aplikasi Asuransi Digital muncul sebagai aplikasi yang berinteraksi dengan pelanggan perusahaan yang signifikan, berpotensi meningkatkan efisiensi layanan pelanggan sekaligus mengurangi biaya. Penelitian ini menerapkan kualitas layanan & kualitas layanan pemulihan dengan aplikasi asuransi digital untuk mengetahui pengalaman, kepuasan, dan loyalitas pelanggan terhadap aplikasi asuransi digital. Penelitian ini menggunakan variable efficiency, fulfilment, security, availability and compensation, responsiveness, contact sebagai kosntruk dari e-service quality dan e-recovery service quality yang kemudian diteliti pengaruhnya terhadap Customer Experience dan Customer Satisfaction.untuk mendorong Customer Loyalty. Analisis PLS-SEM dilakukan pada data yang diperoleh melalui kuesioner online yang disebar melalui jejaring sosial serta ikatan individu. Sebanyak 261 pengguna aplikasi asuransi digital menjadi responden dengan syarat bahwa mereka memiliki polis asuransi aktif dan telah menggunakan aplikasi asuransi digital untuk melakukan transaksi selama minimal 6 bulan terakhir. Hasil analisis menunjukkan bahwa faktor kualitas layanan dan kualitas layanan pemulihan berpengaruh positif terhadap pengalaman dan kepuasan pelanggan, yang pada gilirannya memengaruhi loyalitas pelanggan. Temuan ini membuka wawasan baru tentang bagaimana loyalitas pelanggan terbentuk dalam industri asuransi.

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Digital Insurance Application is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. This study applies service quality & recovery service quality with digital insurance applications to determine customer experience, satisfaction, and loyalty to digital insurance applications. This study uses the variables efficiency, fulfillment, security, availability and compensation, responsiveness, contact as constructs of e-service quality and e-recovery service quality which are then examined for their effect on customer experience and customer satisfaction to encourage customer loyalty. An analysis using PLS- SEM was performed on informasi obtained from online questionnaires distributed through social networks and personal connections. The study included 261 customers of a digital insurance application World Health Organization met specific criteria: having an active insurance policy and conducting transactions on the digital insurance platform for at least 6 months. The analysis results revealed that service quality and service recovery significantly influence customer experience and satisfaction, ultimately leading to a positive impact on customer loyalty. These findings provide valuable new insights into customer loyalty within the insurance industry."

"Traveloka adalah startup online travel agent terbesar di Indonesia. Dalam kasus ini, perusahaan memilih antara mengembangkan hedonic value atau lebih condong ke utilitarian value yang dibawa. Penelitian ini melihat tentang bagaimana pengaruh hedonic value dan utilitarian value secara langsung terhadap customer loyalty ataupun secara tidak langsung melalui customer satisfcation. Penelitian ini juga berfokus pada generasi Z, yaitu generasi yang dari lahir sudah bersentuhan dengan internet dan cenderung memiliki keterbukaan terhadap internet yang tinggi. Penelitian yang dilakukan bersifat kuantitatif serta menggunakan model pengukuran Structural Equation Modelling (SEM) untuk mengolah data. Pengolahan data berdasarkan pada data yang berjumlah atas 330 responden. Responden telah disaring sesuai dengan kriteria yang dibutuhkan, yaitu; berusia 18-26 tahun (Generasi Z), pernah menggunakan aplikasi traveloka untuk memesan penginapan dalam kurun waktu 1 tahun ke belakang, dan berdomisili di Indonesia. Penelitian ini menghasilkan hasil bahwa hedonic value dan utilitarian value tidak berpengaruh secara positif dan signifikan terhadap customer loyalty, tetapi hedonic value dan utilitarian value berpengaruh secara positif dan signifikan terhadap customer loyalty secara tidak langsung, yaitu melalui customer satisfaction. Terakhir, customer satisfaction terbukti secara positif dan signifikan memediasi hubungan antara hedonic value dan utilitarian value dengan customer loyalty. Implikasi manajerial dan saran bagi penelitian selanjutnya akan dibahas lebih lanjut pada penelitian ini.

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Traveloka is the biggest online travel agent startup in Indonesia. In this case, the company chooses between developing hedonic value or leaning more towards the utilitarian value it brings. This study looks at how the influence of hedonic value and utilitarian value directly on customer loyalty or indirectly through customer satisfaction. This study also focuses on generation Z, which is the generation that has been in contact with the internet since birth and tends to have high openness to the internet. This research is quantitative and uses a Structural Equation Modelling (SEM) measurement model to process the data. Data processing is based on data that totals 330 respondents. Respondents have been screened according to the required criteria, namely, 18-26 years old (Generation Z), have used the Traveloka application to book lodging within the past 1 year, and domiciled in Indonesia. This study resulted in the results that hedonic value and utilitarian value did not have a positive and significant effect on customer loyalty, but hedonic value and utilitarian value had a positive and significant effect on customer loyalty indirectly, namely through customer satisfaction. Finally, customer satisfaction is proven to mediate the relationship positively and significantly between hedonic value and utilitarian value with customer loyalty. The managerial implications and suggestions for further research will be discussed further in this study."

"LinkAja sebagai salah satu dompet digital di Indonesia memiliki target dalam meningkatkan transaksi pengguna aktif yang sehat dan loyal. Penelitian ini bertujuan untuk menganalisis pengaruh mobile wallet service dimensions yaitu perceived service quality, perceived ease of use, perceived usefulness, perceived cost, dan perceived security terhadap customer loyalty melalui customer satisfaction pada pengguna LinkAja di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 165 responden yang merupakan pengguna LinkAja di Jabodetabek, berusia minimal 17 tahun/sudah memiliki KTP, dan telah melakukan transaksi pada aplikasi LinkAja minimal dua kali dalam enam bulan terakhir. Analisis deskriptif dan uji regresi menggunakan SPSS digunakan dalam menganalisis data. Temuan menunjukkan bahwa mobile wallet service dimensions berpengaruh secara signifikan terhadap customer satisfaction dan customer loyalty, customer satisfaction berpengaruh secara signifikan terhadap customer loyalty, serta mobile wallet service dimensions juga berpengaruh secara signifikan terhadap customer loyalty melalui customer satisfaction pada pengguna aplikasi dompet digital LinkAja di Jabodetabek. Lebih lanjut, dimensi dari mobile wallet service yaitu perceived service quality, perceived usefulness, dan perceived security ditemukan memiliki pengaruh terhadap customer satisfaction, sedangkan customer loyalty dipengaruhi oleh dimensi perceived service quality, perceived cost, dan perceived security.

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LinkAja, as one of the digital wallets in Indonesia, aims to increase healthy and loyal active user transactions. This study analyzes the impact of mobile wallet service dimensions, namely perceived service quality, perceived ease of use, perceived usefulness, perceived cost, and perceived security, on customer loyalty through customer satisfaction among LinkAja users in Jabodetabek. The research utilizes a quantitative approach and purposive sampling technique, distributing questionnaires via Google Form to 165 respondents who are LinkAja users in Jabodetabek, aged at least 17 years old/already have an ID card, and have conducted transactions on the LinkAja application at least twice in the last six months. Descriptive analysis and regression tests using SPSS were used to analyze the data. The findings indicate that mobile wallet service dimensions significantly affect customer satisfaction and customer loyalty. Additionally, customer satisfaction significantly influences customer loyalty, and mobile wallet service dimensions also significantly affect customer loyalty through customer satisfaction of the LinkAja users in Jabodetabek. Furthermore, the dimensions of mobile wallet service, namely perceived service quality, perceived usefulness, and perceived security, are found to influence customer satisfaction, while customer loyalty is influenced by perceived service quality, perceived cost, and perceived security."