Loyalty of m-wallet user from a service-dominant logic perspective

JURNAL MANAJEMEN DAN PEMASARAN JASA

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Field Value
 
Title Loyalty of m-wallet user from a service-dominant logic perspective
 
Creator Muna, Nalal
Pratiwi, Mutia Rahmi
Alkhaliq, Barkah
 
Subject
Customer perceived value; functional value; economic value; social value; loyalty
 
Description This study aimed to examine the effect of customer perceived value on the loyalty of mobile wallet (m-wallet) users. Payment using mobile wallet offers several benefits for consumer in terms of functional, social, and economic value. Meanwhile, Service-Dominant Logic was used to explain consumer’s experience in utilizing mobile wallet for payment. Furthermore, a quantitativeapproach with questionnaire was used for data collection, and a total of 325 users participated as the respondents. A purposivesampling technique was used to determine the sample criteria i.e. active m-wallet users with a minimum usage of 1 year. The result showed that all the hypotheses are supported. This indicated that customer perceived value consist of functional, economic, and social value, which have positive and significant impact on satisfaction that leads to customer loyalty. Meanwhile, satisfactionis the most salient predictor of customer loyalty. Therefore, financial technology provider needs to pay more attention to customer perceived value, especially in terms of functional, economic and social aspect.
 
Publisher Lembaga Penerbit Fakultas Ekonomi dan Bisnis
 
Contributor Politeknik APP Jakarta
 
Date 2020-10-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/view/6727
10.25105/jmpj.v13i2.6727
 
Source Jurnal Manajemen dan Pemasaran Jasa; Vol 13, No 2 (2020): September; 245-262
2442-9732
0216-3780
 
Language eng
 
Relation http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/view/6727/5894
http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/downloadSuppFile/6727/623
http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/downloadSuppFile/6727/624
http://www.trijurnal.lemlit.trisakti.ac.id/jasa/article/downloadSuppFile/6727/632
 
Rights Copyright (c) 2020 Jurnal Manajemen dan Pemasaran Jasa
http://creativecommons.org/licenses/by-nc/4.0
 

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