Investigation of E-Customer Loyalty: Food and Beverage Customer Survey Multi-Application Users of E-Wallet Transactions

Abstract

This case study aims to see the effect of sales promotion, perceived ease of use, perceived usefulness, and trust on e-customer loyalty to payment methods with the role is customer satisfaction as an intervening variable in food and beverage transactions in multiple e-wallet applications. The research method used quantitative research and data were collected using an electronic survey. participants were approached by applying a convenient sampling method. In total, 203 participants were involved in this study, who lived in Jakarta and surrounding areas and were e-wallet users with a minimum of three times transactions in the last six months. The data analysis technique used Structural Equation Modeling (SEM) using SPSS version 26 and AMOS version 24 software. The results showed that sales promotion had a direct negative and insignificant effect on customer satisfaction, perceived ease of use had a direct positive and insignificant effect on customer satisfaction, perceived usefulness and trust have a positive and significant direct effect on customer satisfaction, and also customer satisfaction has a positive and significant direct effect on e-customer loyalty of the payment method.