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Article . 2024 . Peer-reviewed
License: CC BY SA
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PENGARUH PERSEPSI KEGUNAAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN DI INDONESIA

Authors: Alfino Rachman; Rachmad Hidayat;

PENGARUH PERSEPSI KEGUNAAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN DI INDONESIA

Abstract

This research aims to analyze the influence of perceived usefulness on consumer loyalty through the mediation of consumer satisfaction at OVO in Indonesia. The sample in this research was taken from OVO application users in Indonesia, who were determined using purposive sampling with a total of 160 people. This research is descriptive and explanatory, using a quantitative approach. The method applied in this research is path analysis with SPSS Statistics software version 26 for Windows. This research found that perceived usefulness has a direct and significant positive impact on consumer satisfaction and consumer loyalty, consumer satisfaction has a direct and significant positive effect on consumer loyalty, and consumer satisfaction acts as a mediator between perceived usefulness and consumer loyalty. Keywords: perceived usefulness; customer loyalty; customer satisfaction; OVO; Fintech. Penelitian ini bertujuan untuk melakukan analisis pengaruh persepsi kegunaan terhadap loyalitas konsumen dengan mediasi kepuasan konsumen pada OVO di Indonesia. Sampel dalam penelitian ini diambil dari pengguna aplikasi OVO di Indonesia yang ditentukan dengan purposive sampling dengan jumlah total 160 orang. Penelitian ini adalah sebuah penelitian yang bersifat deskriptif dan eksplanatori dengan menerapkan pendekatan kuantitatif. Metode yang diterapkan dalam penelitian ini adalah analisis jalur dengan perangkat lunak SPSS Statistic versi 26 untuk Windows. Penelitian ini menemukan jika persepsi kegunaan berdampak positif secara langsung dan signifikan kepada kepuasan konsumen dan loyalitas konsumen, kepuasan konsumen memiliki efek positif secara langsung dan signifikan kepada loyalitas konsumen, dan kepuasan konsumen bertindak sebagai mediasi antara persepsi kegunaan kepada loyalitas konsumen. Kata kunci : persepsi kegunaan, loyalitas konsumen, kepuasan konsumen, OVO, Fintech.

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
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