E-Service Quality Analysis of E-Loyalty: Study of Generations X, Y, and Z Fund Users
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Published:
Feb 28, 2024
Keywords:
E-Service Quality, E-Loyalty;, Generation X, Y, and Z
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Economy
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Abstract
This research investigates the influence of Electronic Service Quality (E-Service Quality) on the level of user loyalty (E-Loyalty) in the Digital Payment System DANA, with a focus on three user generations: Generation X, Millennials, and Z. Through a framework considering service quality dimensions such as system availability, fulfillment, responsiveness, and compensation, this study aims to provide in-depth insights into how user preferences and expectations vary across each generation, influencing loyalty decisions towards DANA services. The research methodology employs a quantitative confirmatory approach using Smart PLS application, involving 150 DANA app users divided into three generational groups. The analysis results indicate that electronic service quality has a significantly positive influence on loyalty levels in each generation.The main findings suggest that Generation X tends to have a stronger relationship between electronic service quality and loyalty, with the highest path coefficient. Although Generation Z has a lower path coefficient, the relationship remains statistically significant. Limitations of this study include constraints in the number of respondents and the focus on DANA app users. The novelty of this research lies in the comparison made among three generations (Generation X, Millennials, and Z) in the context of digital payment services, while another novelty is the detailed assessment of electronic service quality dimensions, such as system availability, fulfillment, responsiveness, and compensation, which significantly shape customer perceptions and loyalty
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How to Cite
Wati, I. K. ., Mumdin, A. . and Ispriyahadi, H. . (2024) “E-Service Quality Analysis of E-Loyalty: Study of Generations X, Y, and Z Fund Users”, Jurnal Mantik, 7(4), pp. 3887-3894. doi: 10.35335/mantik.v7i4.4655.
References
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Fatin, S. (2019). E-Service Quality of Online Shopping Website: Customer Satisfaction in Lazada. Tunku Puteri Intan Safinaz School of Accountancy (TISSA-UUM).
Hasyim, U., & Ali, H. (2022). Reuse Intention Models Through Customer Satisfaction During The Covid-19 Pandemic: Cashback Promotion And E-Service Quality Case Study: Ovo Electronic Money In Jakarta (Vol. 3). Https: //Doi.Org/10.31933/Dijdbm.V3i3.
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Irawan, R. D., & Nurlinda, R. . (2023). Pengaruh E-Service Quality, Online Customer Review dan Sales Promotion Terhadap Minat Beli Ulang. Jurnal Manajemen Dan Bisnis Ekonomi, 1(4), 1–25. Retrieved from https://doi.org/10.54066/jmbe-itb.v1i4.660
Jimanto, R. B., Yohanes, D., Kunto, S., & Si, S. (2014). Pengaruh Service Quality Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Ritel Bioskop the Premiere Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–7.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., … Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kesuma, T. V. (2023). Pengaruh E-Service Quality dan Brand Image Terhadap Kepuasan dan Loyalitas Konsumen pada Aplikasi Flip. Universitas Atma Jaya Yogyakarta.
Khraiwish, A., Al-Gasawneh, J. A., Joudeh, J. M. M., Nusairat, N. M., & Alabdi, Y. F. (2022). The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality. International Journal of Data and Network Science, 6(2), 315–324. https://doi.org/10.5267/j.ijdns.2022.1.006
Lasmini, R. S., Budiarti, A. P., Fasyni, A., & Zulvia, Y. (2023). Peran niat menggunakan dalam meningkatkan loyalitas penggunaan financial technology pada generasi xyz di Indonesia. Jurnal Ilmu Manajemen, 11(1), 211–221.
Marliyah, M., Ridwan, M., & Sari, A. K. (2021). The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan). Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729. https://doi.org/10.33258/birci.v4i2.1980
Nasution, H., Fauzi, A., & Rini, E. S. (2019). European Journal of Management and Marketing Studies the Effect of E-Service Quality On E-Loyalty Through E-Satisfaction On Students Of Ovo Application Users At The Faculty Of Economics. European Journal of Management and Marketing Studies, 4(1), 146–162. https://doi.org/10.5281/zenodo.3360880
Noviani, D. (2023). Sosialisasi Urgensi Pendidikan Karakter Terhadap Remaja Millenial Generasi Z di Era Society 5.0. ADM: Jurnal Abdi Dosen Dan Mahasiswa, 1(2), 119–124.
Nurina, A. R., Lenggogeni, S., & Verinita, V. (2023). Pengaruh Personalitas Destinasi terhadap Niat Berkunjung Kembali Wisatawan Gen Z dan Milenial. Jurnal Informatika Ekonomi Bisnis, 5, 1121–1126. https://doi.org/10.37034/infeb.v5i4.712
Pradnyadewi, L. P. A., & Giantari, I. G. A. K. (2022). Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty on Tokopedia Customers in Denpasar. European Journal of Business and Management Research, 7(2), 200–204. https://doi.org/10.24018/ejbmr.2022.7.2.1297
Purwanto, A. (2022). The Role of Digital Leadership, e-Loyalty, e-Service Quality and e-Satisfaction of Indonesian E-Commerce Online Shop. International Journal of Social and Management Studies (IJOSMAS), 03(05), 51–57.
Rahmawaty, S., Kartawinata, B. R., Akbar, A., & Wijaksana, T. I. (2021). The effect of e-service quality and E-trust on E-customer loyalty through E-customer satisfaction as an intervening variable (Study on gopay users in bandung). Proceedings of the International Conference on Industrial Engineering and Operations Management, 5495–5506. https://doi.org/10.46254/an11.20210933
Sherly Eka Saputri, & Karsono, L. D. P. (2022). Customer Loyalty: Security, Sales Promotion, and E-Service Quality. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 12(2), 149–162. https://doi.org/https://doi.org/10. 46367/iqtishaduna.v12i2.1453
Taslim, K. (2015). Analisis Hubungan antara E-Service Quality dan Trust pada Customer Satisfaction & Behavioral Intentions Telaah pada Net Generation Konsumen Lazada Indonesia. ULTIMA Management, 7(1), 62–82. https://doi.org/10.31937/manajemen.v7i1.924
Taufiqurohman, K., & Fadilla, A. (2022). Pengaruh Persepsi Kemudahan Penggunaan dan E-Trust terhadap Keputusan Berdonasi Digital Generasi Z pada Aplikasi Kitabisa. Da’watuna: Journal of Communication and Islamic Broadcasting, 2(3), 290–299. https://doi.org/10.47467/dawatuna.v2i3.2094
Tavakoli, Z. B. (2013). Full Relationship Between E-Service Quality, E-Customer Satisfaction And E-Loyalty In Internet Banking. A Dissertation Submitted in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Management (Technology), (June).
Dewi, N. P. K., & Ramli, A. H. (2023). E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO. Jurnal Ilmiah Manajemen Kesatuan, 11(2), 321–338. https://doi.org/10.37641/jimkes.v11i2.2000
Duhita, A. S. (2018). Inovasi Produk E-Lampid dalam Meningkatkan Kualitas Pelayanan Administrasi Kependudukan di Kota Surabaya. Kebijakan Dan Manajemen Publik, 6(2), 1–11. Retrieved from http://journal.unair.ac.id/download-fullpapers-kmp1430c8e0b0full.pdf
Faddila, S. P., Hartelina, H., & Hersona, S. (2023). Model E-Customer Loyalty Pada Generasi Z Pengguna Shopeepay. Jurnal Lentera Bisnis, 12(1), 220. https://doi.org/10.34127/jrlab.v12i1.896
Fatin, S. (2019). E-Service Quality of Online Shopping Website: Customer Satisfaction in Lazada. Tunku Puteri Intan Safinaz School of Accountancy (TISSA-UUM).
Hasyim, U., & Ali, H. (2022). Reuse Intention Models Through Customer Satisfaction During The Covid-19 Pandemic: Cashback Promotion And E-Service Quality Case Study: Ovo Electronic Money In Jakarta (Vol. 3). Https: //Doi.Org/10.31933/Dijdbm.V3i3.
I Gst. Ngr. Jaya Agung Widagda, I Gusti Ayu Dewi Adnyani, & Putu Laksmita Dewi Rahmayanti. (2022). Analisis Deskriptif Tentang E-Service Quality, Utilitarian Value, Promosi Penjualan, Kepuasan Konsumen, dan Niat Menggunakan Kembali: Studi pada Konsumen Jasa Pesan-Antar Makanan Secara Online. Jurnal Publikasi Manajemen Informatika, 1(3), 126–136. https://doi.org/10.55606/jupumi.v1i3.538
Indriastuti, H., Putri, A. N. O. D., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen Dan Kewirausahaan, 10(1), 24–34. https://doi.org/10.26905/jmdk.v10i1.7533
Irawan, R. D., & Nurlinda, R. . (2023). Pengaruh E-Service Quality, Online Customer Review dan Sales Promotion Terhadap Minat Beli Ulang. Jurnal Manajemen Dan Bisnis Ekonomi, 1(4), 1–25. Retrieved from https://doi.org/10.54066/jmbe-itb.v1i4.660
Jimanto, R. B., Yohanes, D., Kunto, S., & Si, S. (2014). Pengaruh Service Quality Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Ritel Bioskop the Premiere Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–7.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., … Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kesuma, T. V. (2023). Pengaruh E-Service Quality dan Brand Image Terhadap Kepuasan dan Loyalitas Konsumen pada Aplikasi Flip. Universitas Atma Jaya Yogyakarta.
Khraiwish, A., Al-Gasawneh, J. A., Joudeh, J. M. M., Nusairat, N. M., & Alabdi, Y. F. (2022). The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality. International Journal of Data and Network Science, 6(2), 315–324. https://doi.org/10.5267/j.ijdns.2022.1.006
Lasmini, R. S., Budiarti, A. P., Fasyni, A., & Zulvia, Y. (2023). Peran niat menggunakan dalam meningkatkan loyalitas penggunaan financial technology pada generasi xyz di Indonesia. Jurnal Ilmu Manajemen, 11(1), 211–221.
Marliyah, M., Ridwan, M., & Sari, A. K. (2021). The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan). Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2717–2729. https://doi.org/10.33258/birci.v4i2.1980
Nasution, H., Fauzi, A., & Rini, E. S. (2019). European Journal of Management and Marketing Studies the Effect of E-Service Quality On E-Loyalty Through E-Satisfaction On Students Of Ovo Application Users At The Faculty Of Economics. European Journal of Management and Marketing Studies, 4(1), 146–162. https://doi.org/10.5281/zenodo.3360880
Noviani, D. (2023). Sosialisasi Urgensi Pendidikan Karakter Terhadap Remaja Millenial Generasi Z di Era Society 5.0. ADM: Jurnal Abdi Dosen Dan Mahasiswa, 1(2), 119–124.
Nurina, A. R., Lenggogeni, S., & Verinita, V. (2023). Pengaruh Personalitas Destinasi terhadap Niat Berkunjung Kembali Wisatawan Gen Z dan Milenial. Jurnal Informatika Ekonomi Bisnis, 5, 1121–1126. https://doi.org/10.37034/infeb.v5i4.712
Pradnyadewi, L. P. A., & Giantari, I. G. A. K. (2022). Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty on Tokopedia Customers in Denpasar. European Journal of Business and Management Research, 7(2), 200–204. https://doi.org/10.24018/ejbmr.2022.7.2.1297
Purwanto, A. (2022). The Role of Digital Leadership, e-Loyalty, e-Service Quality and e-Satisfaction of Indonesian E-Commerce Online Shop. International Journal of Social and Management Studies (IJOSMAS), 03(05), 51–57.
Rahmawaty, S., Kartawinata, B. R., Akbar, A., & Wijaksana, T. I. (2021). The effect of e-service quality and E-trust on E-customer loyalty through E-customer satisfaction as an intervening variable (Study on gopay users in bandung). Proceedings of the International Conference on Industrial Engineering and Operations Management, 5495–5506. https://doi.org/10.46254/an11.20210933
Sherly Eka Saputri, & Karsono, L. D. P. (2022). Customer Loyalty: Security, Sales Promotion, and E-Service Quality. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 12(2), 149–162. https://doi.org/https://doi.org/10. 46367/iqtishaduna.v12i2.1453
Taslim, K. (2015). Analisis Hubungan antara E-Service Quality dan Trust pada Customer Satisfaction & Behavioral Intentions Telaah pada Net Generation Konsumen Lazada Indonesia. ULTIMA Management, 7(1), 62–82. https://doi.org/10.31937/manajemen.v7i1.924
Taufiqurohman, K., & Fadilla, A. (2022). Pengaruh Persepsi Kemudahan Penggunaan dan E-Trust terhadap Keputusan Berdonasi Digital Generasi Z pada Aplikasi Kitabisa. Da’watuna: Journal of Communication and Islamic Broadcasting, 2(3), 290–299. https://doi.org/10.47467/dawatuna.v2i3.2094
Tavakoli, Z. B. (2013). Full Relationship Between E-Service Quality, E-Customer Satisfaction And E-Loyalty In Internet Banking. A Dissertation Submitted in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Management (Technology), (June).
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