Improving Consumer Loyalty Through Transaction Ease: A Study of Dana Users at The Al-Fatih BRILink Tebing Tinggi
Dublin Core
Title
Improving Consumer Loyalty Through Transaction Ease: A Study of Dana Users at The Al-Fatih BRILink Tebing Tinggi
Creator
Sri Ardilla Br Sitepu, Bobby Hartanto, Willy Cahyadi, Putri Rifka Amanda, Maria Magdalena Lumban Tobing, Nadya Rizqina
Proceedings Item Type Metadata
meta_title
Improving Consumer Loyalty Through Transaction Ease: A Study of Dana Users at The Al-Fatih BRILink Tebing Tinggi
Abstract/Description
This study aims to examine the impact of transaction ease on consumer loyalty among users of the DANA digital wallet, with customer satisfaction serving as a mediating variable. The research was conducted on customers of the Al-Fatih BRILink Store in Tebing Tinggi City. Adopting a quantitative approach, the study employed a survey method involving 96 respondents selected through purposive sampling. The results show that the ease of transactions has a significant and positive effect on customer satisfaction, as well as a direct positive impact on customer loyalty. Furthermore, customer satisfaction significantly contributes to customer loyalty and serves as an effective mediator in the relationship between transaction ease and loyalty. These results highlight the importance for digital wallet providers to consistently enhance transaction convenience in order to sustain customer satisfaction and foster loyalty in the increasingly competitive fintech landscape.
publication_date
2025/06/20
pdf_url
https://insyma.org/proceedings/files/articles/Sri Ardilla Br Sitepu.pdf
abstract_html_url
https://insyma.org/proceedings/items/show/498
keywords
Ease of Transaction, Customer Satisfaction, Customer Loyalty, Digital Wallet, DANA.
firstpage
1150
lastpage
1153
issn
3047-857X
conference
Proceedings of the International Symposium on Management (Volume 21, 2024)
Volume
22
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
no article
186
Files
Citation
Sri Ardilla Br Sitepu, Bobby Hartanto, Willy Cahyadi, Putri Rifka Amanda, Maria Magdalena Lumban Tobing, Nadya Rizqina, “Improving Consumer Loyalty Through Transaction Ease: A Study of Dana Users at The Al-Fatih BRILink Tebing Tinggi,” Proceedings of the International Symposium on Management (INSYMA), accessed July 22, 2025, https://insyma.org/proceedings/items/show/498.