Jurnal Ilmu Sosial dan Pendidikan (JISIP) Vol.
9 No.
2 Maret 2025 e-ISSN : 2656-6753, p-ISSN: 2598-9944 DOI: 10.
36312/jisip.
8512/http://ejournal.
org/index.
php/JISIP/index The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable Maishifa Avis Verdiana1.
Ahmad Yunadi2.
Abdul Salam3.
Rusny Istiqomah Sujono4 Ekonomi Syariah.
Fakultas Ekonomi dan Bisnis.
Universitas Alma Ata Article Info Article history:
Received: 17 March 2025 Publish: 30 March 2025 Keywords:
Customer Experience.
E-Service Quality.
E-Loyalty.
E-Customer Satisfaction Abstract This research aims to analyze the influence of Customer Experience and E-Service Quality on E-Loyalty of LinkAja Syariah users in Indonesia, with E-Customer Satisfaction as an intervening variabel.
The sample used consisted of 100 LinkAja Syariah user respondents who had actively used the application in the last six months and were over 17 years old, who were selected using a nonprobability sampling technique, namely purposive sampling.
The collected data was then analyzed using the Partial Least Squares method with the SmartPLS 4.
6 Software The research results show that Customer Experience does not have a significant effect on E-Loyalty, but has a positive and significant effect on E-Customer Satisfaction.
On the other hand.
EService Quality is proven to have a positive and significant influence on E-Loyalty and E-Customer Satisfaction.
Apart from that.
E-Customer Satisfaction has also been proven to have a positive and significant effect on E-Loyalty, and acts as an intervening variabel that mediates the influence of Customer Experience and E-Service Quality on E-Loyalty.
This is an open access article under the Lisensi Creative Commons AtribusiBerbagiSerupa 4.
0 Internasional Corresponding Author:
Maishifa Avis Verdiana Universitas Alma Ata Email: 212200360@almaata.
INTRODUCTION
The development of digital technology has driven significant changes in payment systems, making transactions more practical and efficient.
Currently, individuals are no longer required to carry physical cash because transactions can be carried out via electronic wallet .
-walle.
which stores money in digital form .
In the midst of this development, financial services-based sharia also began to adapt to meet the needs of the Muslim community in Indonesia.
Considering that the majority of the population is Muslim, financial services sharia must follow the principle of no maisir .
, gharar .
Riba .
, cruel, and non-halal goods .
One form of innovation in digital-based finance sharia is LinkAja Syariah.
Sharia e-wallet the first in Indonesia to have obtained certification from DSN-MUI, in accordance with DSN-MUI Fatwa No.
116/DSN-MUI/IX/2017 .
However, in the midst of this growth.
LinkAja Syariah still faces various challenges.
Some problems that users often face include transaction failure without clear notification, navigation difficulties due to a complex interface, and technical problems such as an unresponsive system.
In addition, the available customer service is often criticized for slow response and inadequate handling of user complaints, which impacts customer satisfaction and loyalty (Google Play Stor.
Security threats such as phishing is also a major challenge in maintaining user trust in the service Sharia e-wallet .
734 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 In the increasingly competitive digital financial industry, two main factors greatly influence customer loyalty (E-Loyalt.
is the customer experience (Customer Experienc.
and electronic service quality (E-Service Qualit.
Service quality which includes reliability, responsiveness, assurance and empathy has been proven to have a significant influence on customer satisfaction (E-Customer Satisfactio.
, which in turn affects customer loyalty .
Relationship between Customer Experience.
E-Service Quality.
And E-Loyalty often mediated by customer satisfaction (E-Customer Satisfactio.
, because satisfied customers tend to be more loyal to a service .
However, previous research shows varying results regarding the influence of customers' Experience to E-Loyalty.
Several studies have found that Customer Experience has a positive and significant effect on customer loyalty .
, however, other research states that Customer Experience does not have a significant influence on customer loyalty .
Likewise with E-Service Quality, which in several studies has been proven to have an effect on customer satisfaction, which then increases user loyalty .
However, studies that discuss E-Loyalty in the context of Sharia e-wallet, especially LinkAja Syariah, are still limited, despite its principleAos sharia implemented has the potential to influence customer Much research has been conducted on customer loyalty in digital financial services, but there are still research gaps that need to be studied further.
Results of studies regarding Customer Experience And E-Loyalty showed mixed findings, where some studies found positive and significant effects .
Meanwhile, other studies show insignificant results .
So further study is needed to understand its role more comprehensively.
In addition, most previous research focuses more on mobile banking or e-wallet conventional such as BSI Mobile and OVO, while specific studies are related E-Loyalty on e-wallet based sharia, especially LinkAja Syariah, is still limited, despite financial principles sharia can influence customer behavior .
Furthermore, previous research has examined the influence of EService Quality And Customer Experience to E-Loyalty, but not many have integrated it ECustomer Satisfaction as an intervening variable.
Several studies have found that E-Service Quality has a direct effect on customer satisfaction which then mediates loyalty or E-WOM .
Dewi & Ramli, 2.
Although in some cases, the influence of direct E-Service Quality on customer loyalty is not significant.
Therefore, this research aims to analyze "Influence Customer Experience And E-Service Quality To E-Loyalty LinkAja Syariah users with E-Customer Satisfaction As an Intervening Variable".
This research will provide a more comprehensive understanding of how user experience and e-service quality can increase customer loyalty in the context of financial-based services sharia.
Apart from that, it is hoped that this research can enrich the literature on digital finance sharia as well as providing insight into developing strategies to improve the quality of LinkAja Syariah services to make them more competitive in the Indonesian digital financial market.
RESEARCH METHOD
explains quantitative research containing research data in the form of numbers and analysis using statistics.
This type of research is included in causal associative research, which aims to identify the relationship between two or more variables in a problem Causal relationship refers to a relationship that shows the existence of cause and effect between these variables.
Researchers determined that the population in this study is LinkAja Syariah users with a projection that in 2023 it will reach 8,000,000 users who have used services from LinkAja Syariah for more than the last six months, and are more than 17 years old.
735 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 The technique chosen was purposive sampling, this technique is a type of nonprobability Purposive sampling is a technique for determining samples using certain criteria or considerations .
Researchers used the Slovin formula which was used to calculate and determine the number of samples based on the known population .
From the Slovin formula calculation, the number of samples is 100.
Sampling was carried out by distributing questionnaires in the form of statements according to the topic and variable study.
This questionnaire uses a Likert scale as the basis for measurement.
The Likert scale is known as a summation scale because a person's score on the scale is calculated by adding up the number of responses given .
In quantitative research, data analysis refers to a series of research activities carried out after data is obtained, both from respondents and from other sources .
Researchers use statistical techniques Partial Least Square (PLS) with the help of the Smart PLS application.
PLS-SEM as a different method is used to analyze composite-based path models .
However, researchers also use SPSS Statistics 22.
Tests using SPSS Statistics 22 are descriptive statistical tests, data quality tests .
alidity tests and reliability tests.
Next, tests use Smart PLS 4.
6 that is other model .
onvergent validity, discriminant validity, and reliability tes.
and inner model .
-square value, model fit, goodness of fit and hypothesis RESEARCH RESULTS AND DISCUSSION 1 Research result Evaluation of Measurement Models (Outer Mode.
Validity Test Convergent Validity Test (Convergent Validit.
Table 1.
Results of Loading Factor Values Indicator Construct
Loading Factor
Information X1P1
0,789
Valid
X1P2
0,926
Valid
0,886
Valid
0,911
Valid
X1P5
0,946
Valid
X2P1
0,870
Valid
X2P2
0,757
Valid
0,840
Valid
0,820
Valid
X2P5
0,837
Valid
Y1P1
0,887
Valid
Y1P2
0,913
Valid
0,893
Valid
X1P3
X1P4
X2P3
X2P4
Y1P3
Customer Experience (X.
E-Service Quality (X.
E-Loyalty (Y) 736 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944
Y1P4
0,833
Valid
Y1P5
0,811
Valid
Z1P1
0,727
Valid
Z1P2
0,796
Valid
0,831
Valid
0,821
Valid
0,935
Valid
Z1P3
Z1P4
E-Customer Satisfaction (Z) Z1P5 Source: Primary data that has been processed using Smart PLS 4, 2024 Based on table 1, the results of the convergent validity test show that all indicators have a loading factor value of > 0.
7, which means that all the indicators used to measure each construct are valid.
This high loading factor value shows that these indicators are able to explain the construct in question Therefore, it can be concluded that the data in this study meets the requirements for convergent validity, in accordance with the standards set by existing theory .
Table 2.
Average Variance Extracted (AVE) Value Results Variable AVE Information Customer Experience (X.
0,798 Valid E-Service Quality (X.
0,682 Valid E-Loyalty (AND) 0,753 Valid E-Customer Satisfaction (WITH) 0,680 Valid Rate-rate 0,728 Valid Source: Primary data that has been processed using Smart PLS 4, 2024 Based on table 2, all variables in this study have an AVE value > 0.
5, which shows that the construct being measured can be explained well by the indicators in accordance with the provisions explained.
Variable Customer Experience (X.
has an AVERAGE value of 0.
E-Service Quality (X.
ELoyalty (Y) of 0.
753, and E-Customer Satisfaction (Z) of 0.
The average AVE value for all variables is 0.
728, which shows that this research model meets the criteria for good validity.
Thus, it can be concluded that the constructs in this research are valid based on the AVE values obtained.
Discriminant Validity Test (Discriminant Validit.
737 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) Item e-ISSN : 2656-6753, p-ISSN: 2598-9944 Table 3.
Results of Cross Loading Values Customer E-Service E-Loyalty E-Customer Experience Quality (AND) Satisfaction (X.
(X.
(WITH) X1P1
0,789
0,636
0,547
0,548
X1P2
0,926
0,700
0,663
0,647
X1P3
0,886
0,722
0,612
0,632
X1P4
0,911
0,631
0,606
0,692
X1P5
0,946
0,731
0,660
0,659
X2P1
0,639
0,870
0,605
0,524
X2P2
0,549
0,757
0,478
0,437
X2P3
0,685
0,840
0,636
0,558
X2P4
0,652
0,820
0,683
0,619
X2P5
0,622
0,837
0,641
0,527
Y1P1
0,602
0,632
0,887
0,634
Y1P2
0,658
0,693
0,913
0,660
Y1P3
0,623
0,690
0,893
0,601
Y1P4
0,537
0,623
0,833
0,539
Y1P5
0,582
0,587
0,811
0,537
Z1P1
0,615
0,515
0,521
0,727
Z1P2
0,518
0,512
0,547
0,796
Z1P3
0,527
0,517
0,580
0,831
Z1P4
0,592
0,490
0,520
0,821
Z1P5
0,676
0,639
0,652
0,935
Source: Primary data that has been processed using Smart PLS 4, 2024 Based on the cross-loading results in table 3, it can be seen that each indicator has the highest correlation with its main construct compared to other constructs.
According to.
, discriminant validity requires that each indicator has a higher value on the construct it measures compared to other constructs.
Therefore, it can be concluded that the cross-loading value meets the requirements for good discriminant validity.
Reliability Test 738 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 Table 4.
Cronbach's Alpha results Variable CronbachAos Alpha Informatio Customer Experience (X.
0,936 Reliable E-Service Quality (X.
0,883 Reliable E-Loyalty (Y) 0,918 Reliable E-Customer Satisfaction (Z) 0,880 Reliable Source: Primary data that has been processed using Smart PLS 4, 2024 Based on table 4, all variables in this study have a Cronbach's Alpha value > 7, which is the minimum limit for stating the reliability of a construct.
The highest Cronbach's Alpha value is found in variables Customer Experience (X.
936, which shows that the indicators for this variable have very good internal consistency.
Other variables, namely E-Service Quality (X.
E-Loyalty (Y), and E-Customer Satisfaction (Z), respectively have Cronbach's Alpha values of 0.
883, 0.
918, and 0.
880, which also shows a high level of reliability.
Thus, it can be concluded that all indicators for each variable have met the criteria for good reliability.
Table 5.
Composite Reliability Results Variable Composite Reliability Informatio Customer Experience (X.
0,952 Reliable E-Service Quality (X.
0,915 Reliable E-Loyalty (Y) 0,938 Reliable E-Customer Satisfaction (Z) 0,914 Reliable Source: Primary data that has been processed using Smart PLS 4, 2024 Based on table 5, all variables have values Composite Reliability > 0.
7, which indicates high reliability.
The variable with the highest value is Customer Experience (X.
952, followed by E-Loyalty (Y) of 0.
E-Service Quality (X.
915, and E-Customer Satisfaction (Z) is 0.
These results indicate that all variables have very good internal consistency and can be used to measure research constructs.
Structural Model Evaluation (Inner Mode.
Mark Coefficient Determination (R.
Table 6.
R-Square Value Results Variable R Square E-Loyalty (Y) 0,632 E-Customer Satisfaction (Z) 0,536 Rate-rate 0,584 739 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 Source: Primary data that has been processed with Smart PLS 4, 2024 Based on Table 6, value R-Square shows the level of the model's ability to explain the variability of the dependent construct.
Variable E-Customer Satisfaction (Z) has a value R-Square of 0.
536, which means 53.
6% of the variability can be explained by the independent variables in the model.
Meanwhile, variables E-Loyalty (Y) has value R-Square of 0.
632, indicating that 63.
2% of the variability is explained by the independent variable.
Average value R-Square is 584, which indicates that the model has moderate predictive ability.
Thus, this model is quite good in explaining the relationship between variables.
Model Fit Table 7.
Results of Model Fit Values Saturated Model
Estimated Model
SRMR
0,057
0,057
Who Ae Square 295,736 295,736 NFI
0,840
0,840
Source: Primary data that has been processed using Smart PLS 4, 2024 Based on table 7, the SRMR value of 0.
057 indicates that this model is fit, because the value is <0.
10, which indicates a good match between the model and empirical data.
Furthermore, the Chi-Square value of 295.
736 also shows a good fit, because this value is in the range that is in accordance with the theory .
, namely > 0.
05, which indicates that the empirical data is in accordance with the theory used.
Finally, the NFI value of 0.
840 also shows good suitability, because it is in the range > 0.
Based on these results, it can be concluded that this research model is feasible or recommended because it is ideal.
Goodness of Fit (Go.
Mark Goodness of Fit (GoF) is in the range of 0 to 1, with an interpretation of 36 indicating GoF large, 0.
25 for GoF moderate, and 0.
1 for GoF small.
This GoF value is obtained by calculating the square root of the product of the R-Square value for the inner model and the AVE value for the outer model, according to the formula .
Gof = Oo0,728 ycu 0,584 Gof = Oo0,425152 Gof = 0,652 Calculation results Goodness of Fit (GoF) in this study shows a value of 0.
Based on interpretation .
, the GoF value of 0.
652 is in the category GoF large, which means that the model used in this research has good performance and is Thus, it can be concluded that this research model has good suitability and can be trusted to provide valid results.
Hypothesis Testing 740 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) Path Coefficient e-ISSN : 2656-6753, p-ISSN: 2598-9944 Tabel 8.
Total Effects.
Original Sample Standard TAe Sample Mean Deviation Statistics (O) (M) (Stde.
(|O/Stde.
) PValues X1 (Customer Experienc.
-> AND (ELoyalt.
X1 (Customer Experienc.
-> Z (E-Customer Satisfactio.
X2(E-Service Qualit.
-> AND (ELoyalt.
X2(E-Service Qualit.
-> Z (E-Customer Satisfactio.
WITH (ECustomer Satisfactio.
- 0.
> AND (ELoyalt.
Source: Primary data that has been processed using Smart PLS 4, 2024 Based on results Total Effects in table 8, it can be stated as follows:
H1: There is a significant influence between variables Customer Experience to E-Loyalty Based on the results of the analysis, value P-Values is 0.
276 (> 0.
and is positive, so hypothesis H1 is rejected.
H2: There is a significant influence between variables Customer Experience to E-Customer Satisfaction Test results show value P-Values is 0.
000 (< 0.
and is positive, so hypothesis H2 is accepted.
H3: There is a significant influence between the variables E-Service Quality to E-Loyalty With value P-Values is 0.
000 (< 0.
and is positive, hypothesis H3 is accepted.
H4: There is a significant influence between the variables E-Service Quality to E-Customer Satisfaction Based on the results of the analysis, value P-Values is 0.
036 (< 0.
and has a positive value indicating that hypothesis H4 is accepted.
H5: There is a significant influence between variables E-Customer Satisfaction to E-Loyalty The analysis results show value P-Values is 0.
000 (< 0.
and is positive, so hypothesis H5 is accepted.
741 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) Path Coefficient e-ISSN : 2656-6753, p-ISSN: 2598-9944 Table 9.
Specific Indirect Effects Original Sample Standard TAe Sample Mean Deviation Statistics (O) (M) (Stde.
(|O/Stde.
) PValues X1 (Customer Experienc.
-> Z (E-Customer Satisfactio.
> AND (ELoyalt.
X2(E-Service Qualit.
-> Z (E-Customer Satisfactio.
> AND (ELoyalt.
Source: Primary data that has been processed using Smart PLS 4, 2024 Based on results Specific Indirect Effects in table 9, it can be stated as follows:
H6: There is a significant influence between variables E-Customer Satisfaction as an intervening variable between Customer Experience to E-Loyalty.
The analysis results show value P-Values of 0.
021 (< 0.
and has a positive value.
Thus, hypothesis H6 is accepted.
H7: There is a significant influence between the variables E-Customer Satisfaction as an intervening variable between E-Service Quality to E-Loyalty.
Based on the results of the analysis, value P-Values is 0.
045 (< 0.
and is positive, so hypothesis H7 is accepted.
2 Discussion Influence Customer Experience (X.
against E-Loyalty (Y) on LinkAja Syariah Based on the analysis results total effects, mark t-statistics from Customer Experience to E-Loyalty is 1.
089 < 1.
96 and value P-Values is 0.
276 > 0.
Thus, hypothesis H1 is rejected, which means Customer Experience does not have a significant influence on E-Loyalty.
Positive customer experiences can increase performance expectations, where users feel that the service provides benefits according to their needs, as well as create hedonic motivation, where use of the service can provide emotional satisfaction.
However, the results of this study contradict the UTAUT 2 theory, which should indicate that Customer Experience can strengthen the relationship between performance expectations and E-Loyalty .
Influence Customer Experience (X.
against E-Customer Satisfaction (Z) on LinkAja Syariah users.
The analysis results show that the value t-statistics is 4.
261 > 1.
96 and value P-Values equal to 0.
000 < 0.
Thus, hypothesis H2 is accepted, which means Customer Experience has a positive and significant influence on E-Customer Satisfaction.
This indicates that the better the customer experience in using the service, the more customer satisfaction will increase.
The results of this study support UTAUT 2, which shows that Customer Experience influences E742 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 Customer Satisfaction.
Positive experiences, such as ease of use of the service, improve performance expectations .
erformance expectanc.
, hedonic motivation .
edonic motivatio.
And facility .
acilitating condition.
, all of which contribute to user satisfaction.
Influence E-Service Quality (X.
against E-Loyalty (Y) on LinkAja Syariah The analysis results show that the value t-statistics amounting to 4.
96 and value P-Values equal to 0.
000 < 0.
Thus, hypothesis H3 is accepted, which means E-Service Quality positive and significant effect on E-Loyalty.
This research confirms that the quality of e-services, such as speed, reliability and ease of access, drives increased customer loyalty.
The results of this research are in line with the UTAUT 2 theory.
In this theory, performance expectations .
erformance expectanc.
shows that users who perceive high service quality tend to increase their loyalty.
Influence E-Service Quality (X.
against E-Customer Satisfaction (Z) on LinkAja Syariah users.
Based on the results of value analysis t-statistics is 2,100 > 1.
96 and value P-Values amounting to 0.
036 < 0.
05, so hypothesis H4 is accepted.
This shows that E-Service Quality has a positive and significant influence on E-Customer Satisfaction.
These results indicate that fast, reliable and easily accessible service will increase customer satisfaction.
The results of this research are in line with the UTAUT 2 theory.
In this theory, performance expectations .
erformance expectanc.
play a big role, where users who feel that service quality meets their expectations tend to be more satisfied .
Influence E-Customer Satisfaction (Z) against E-Loyalty (Y) on LinkAja Syariah users.
The analysis results show that the value t-statistics is 3.
506 > 1.
96 and value P-Values equal to 0.
000 < 0.
Thus, hypothesis H5 is accepted, which means E-Customer Satisfaction positive and significant effect on E-Loyalty.
When customers are satisfied with the services provided, their loyalty to the service will increase.
The results of this research are in line with the UTAUT 2 theory.
In this theory, performance expectations .
erformance expectanc.
and ease of use .
ffort expectanc.
plays an important role in user satisfaction, which ultimately strengthens their loyalty .
Influence E-Customer Satisfaction (Z) as an intervening variable between Customer Experience (X.
against E-Loyalty (Y) on LinkAja Syariah users.
On the results of the analysis specific indirect effects, mark t-statistics is 303 > 1.
96 and value P-Values equal to 0.
021 < 0.
Thus, hypothesis H6 is These results show that E-Customer Satisfaction acts as a significant intervening variable in the relationship between Customer Experience And ELoyalty.
This means that a positive customer experience will increase satisfaction first, which ultimately drives customer loyalty.
This research emphasizes that Customer Experience does not directly affect loyalty without customer satisfaction.
The results of this research are in line with the UTAUT 2 theory.
In this context.
Customer Experience positive ones can improve ECustomer Satisfaction through the dimensions of performance expectations .
erformance expectanc.
and ease of use .
ffort expectanc.
Influence E-Customer Satisfaction (Z) as an intervening variable between EService Quality (X.
against E-Loyalty (Y) on LinkAja Syariah users.
743 | The Influence of Customer Experience and E-Service Quality on LinkAja Syariah Users' E-Loyalty with E-Customer Satisfaction as an Intervening Variable (Maishifa Avis Verdian.
Jurnal Ilmu Sosial dan Pendidikan (JISIP) e-ISSN : 2656-6753, p-ISSN: 2598-9944 Based on the results of the analysis, value t-statistics is 2.
009 > 1.
96 and value P-Values equal to 0.
045 < 0.
Thus, hypothesis H7 is accepted.
This proves that E-Customer Satisfaction is a significant intervening variable in the relationship between E-Service Quality And E-Loyalty.
The results of this research are in line with the UTAUT 2 theory.
E-Service Quality high, which includes performance expectations .
erformance expectanc.
and ease of use .
ffort expectanc.
, can improve E-Customer Satisfaction .
CONCLUSION
From the results of this research, it discusses the influence of variables Customer Experience And E-Service Quality to E-Loyalty LinkAja Syariah users with E-Customer Satisfaction as an intervening variable, several things can be concluded.
First, variable Customer Experience does not have a significant influence on E-Loyalty LinkAja Syariah users in Indonesia, but has a positive and significant influence on E-Customer Satisfaction.
Rather, variable E-Service Quality has a positive and significant influence on E-Loyalty as well as E-Customer Satisfaction.
Additionally, variables E-Customer Satisfaction proven to have a positive and significant influence on E-Loyalty LinkAja Syariah users, as well as acting as an intervening variable that strengthens the relationship between Customer Experience And E-Service Quality to E-Loyalty.
This research has several limitations, so a number of recommendations are given for further research.
First, it is recommended that future research replace the variables Customer Experience with other variables, such as e-trust, that have the potential to influence ELoyalty.
Second, further research can compare the experiences of new and existing customers in using LinkAja Syariah services to see how differences in duration of use affect perceptions of E-Loyalty, by continuing to use E-Customer Satisfaction as an intervening Third, future research can expand the sample size to increase the validity and generalization of the findings.
With a larger sample size, research results can cover a wider variety of user characteristics, allowing for analysis of influence Customer Experience.
EService Quality.
And E-Customer Satisfaction to E-Loyalty to be more accurate and BIBLIOGRAPHY