The Influence of E-Service Quality on E-Loyalty with E-Satisfaction as an Intervening Variable (A Study on OVO E-Wallet Users in the City of Bogor)

The advancement of information technology have provided convenience for many aspects of human life, one of which is the ease of transactions with the emergence of e-wallets among the public. The development of e-wallets in the midst of rapid technological development, makes competition between e-wallets increasingly tight. Companies to be able to win the market need to pay attention to the quality of service produced so that consumers feel satisfied with the experience they get and maintain their loyalty. This research aims to understand the influence of e-service quality on e-loyalty through e-satisfaction among OVO e-wallet users in Bogor City. This research follows an explanatory approach with a sample size of 97 respondents. The sampling technique used is nonprobability sampling with the purposive sampling method through multistage. Data collected using offline questionnaire deployment method. The data collected is processed using SmartPLS SEM 3.2.9 software. The results show that e-service quality has a positive and significant influence on e-satisfaction. Additionally, e-service quality has a positive and significant influence on e-loyalty. Furthermore, esatisfaction also has a positive and significant influence on e-loyalty. The research also found that there is an influence between e-service quality on e-loyalty through e-satisfaction with partial mediation. The suggestion from this research is that OVO needs to pay attention to the e-service quality of its products and post-consumption services provided to consumers so that consumers feel comfortable and get maximum benefits so that they will maintain their loyalty