Abstract:
Purpose – This research aims to determine what kind of actors behind influence customer
loyalty using digital wallets in Indonesia theories that are waiting to escape from ease of
use, sales promotion,security, e-service quality, and loyalty using a quantitative approach.
Design/methodology/approach - A quantitative approach was used, and questionnaires
were used and distributed based on a convenience sample respondents located in
Indonesia. A survey method was used using a questionnaire as an instrument. Using non-
probability sampling technique, the questionnaire was completed by 300 active users and
users who have transacted using digital wallets in Indonesia chosen a snowball sampling
technique. The data analyzed using AMOS statistical.
Findings - The results of the analysis not supported all the main hypotheses, arguing that
this study found that the dimensions of ease of use, sales promotion, and e-service quality
have positive impact on customer satisfaction toward costumer’s loyalty. In addition, the
dimensions of security have no significantly influence on customer satisfaction and
loyalty.
Practical implications - Digital wallets must be more innovative in providing services
that satisfy customers, as revealed from this study where ease of use, sales promotion, e-
service quality and customer satisfaction are important factors in influencing customer
loyalty. The findings from this study can be used to develop strategies to attract new users
to transact using digital wallets and maintain business.
Originality/value - This research is the first framework model in Fintech industries in
Indonesia.
