Article Sidebar

Download
Download PDF

Main Article Content

Abstract

This study aims to determine the effect of payment experience on brand loyalty of ShopeePay digital payments in Makassar City with expectations as a mediating variable. This research is quantitative, namely the sampling method using an accidental sampling technique with 100 respondents. The data analysis technique used in this research is multiple linear regression analysis. The results showed that experience and expectations significantly affected ShopeePay digital payments brand loyalty in Makassar City. Experience has a significant effect on expectations. Expectations mediate the relationship between experience and ShopeePay digital payments brand loyalty in Makassar City.

Keywords

Experience; Expectation; Brand Loyalty

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Kapriani, K., Jusman, I. A. ., & Hasniaty, H. (2023). The Role Of Experience On Digital Payments Brand Loyalty Through Expectations As A Mediating Variable: English. Economics and Digital Business Review, 4(2), 237–246. https://doi.org/10.37531/ecotal.v4i2.517
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Agustini, N. P. E., & Suasana, I. G. A. K. G. (2020). Pengaruh Ekuitas Merek, Harga Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Gerai Starbucks Di Bali. Buletin Studi Ekonomi. Vol, 25(1).
  2. Ahdiat, A. (2023). Jumlah Pengunjung Situs Bulanan 5 E-Commerce Terbesar di Indonesia (Desember 2022-Februari 2023). https://databoks.katadata.co.id/datapublish/2023/03/15/awal-2023-pengunjung-e-commerce-indonesia-menurun
  3. Aini, A. S. N., Darpito, S. H., & Warsiki, A. Y. N. (2022). Pengaruh Service Quality dan Customer Relationship Management (CRM) terhadap Customer Loyalty yang dimediasi Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 10(3), 577–592.
  4. Ang, C. E., & Keni, K. (2021). Prediksi Brand Experience Dan Brand Image Terhadap Brand Loyalty: Brand Trust Sebagai Variabel Mediasi. Jurnal Manajerial Dan Kewirausahaan, 3(1), 42–51.
  5. Arslan, I. K. (2020). The importance of creating customer loyalty in achieving sustainable competitive advantage. Eurasian Journal of Business and Management, 8(1), 11–20.
  6. Dinata, B. S., & Sari, E. P. (2023). Pengaruh Ekuitas Merek Dan Kualitas Produk Terhadap Kepuasan Pembeli Pada PT. Sinar Multi Proteksindo. Wawasan: Jurnal Ilmu Manajemen, Ekonomi Dan Kewirausahaan, 1(2), 105–115.
  7. Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351–370.
  8. Gultom, D. K., & Hasibuan, L. P. (2021). Pengaruh Brand Experience Terhadap Brand Loyalty Melalui Brand Satisfaction Sebagai Variabel Intervening Pada Pengguna Handphone. Seminar Nasional Teknologi Edukasi Sosial Dan Humaniora, 1(1), 214–225.
  9. Joshi, J. M., & Dumbre, G. M. (2017). Basic Concept of E-Commerce. International Research Journal of Multidisciplinary Studies, 3(3).
  10. Kabiraj, S., & Shanmugan, J. (2011). Development of a conceptual framework for brand loyalty: A Euro-Mediterranean perspective. Journal of Brand Management, 18, 285–299.
  11. Khan, M. T. (2013). Customers loyalty: Concept & definition (a review). International Journal of Information, Business and Management, 5(3), 168–191.
  12. Lina, R. (2022). Improving Product Quality and Satisfaction as Fundamental Strategies in Strengthening Customer Loyalty. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 2(1), 19–26.
  13. Mahmud, A. (2022). Analisis Pengaruh Ekuitas Merek Terhadap Keputusan Konsumen dalam Membeli Sepeda Motor Honda. Jurnal Ekonomika, 6(2), 362–370.
  14. Masitoh, D. (2023). Pengaruh Brand Experince Terhadap Brand Loyalty Melalui Perceived Quality Dan Brand Trust Pada Pengguna E-Wallet Di Indonesia. Jurnal Ekonomi Trisakti, 3(1), 1133–1146.
  15. Pangestika, T. K., & Khasanah, I. (2021). Analisis Pengaruh Brand Image, Brand Experience, Brand Trust, dan Brand Satisfaction terhadap Brand Loyalty Financial Technology: E-Wallet (Studi pada Pengguna Dana di Kota Semarang). Diponegoro Journal of Management, 10(6).
  16. Pranadata, I. G. P. (2017). Analisis Pengaruh Brand Experience Terhadap Brand Perceived Value, Brand Satisfaction, Dan Brand Loyalty. Jurnal Bisnis Dan Manajemen, 4(2).
  17. Pratama, M. R. D., & Jumhur, H. M. (2022). Pengaruh Customer Experience Terhadap Customer Loyalty Melalui Trust Sebagai Variabel Intervening Pada Aplikasi LinkAja. EProceedings of Management, 9(4).
  18. Rachman, R. K., & Wahyono, W. (2017). Pengaruh Brand Experience dan Brand Reputation terhadap Brand Loyalty melalui Brand Trust (Study pada Pengguna Xl di Semarang). Management Analysis Journal, 6(1), 56–66.
  19. Rashi, P., Bist, A. S., Asmawati, A., Budiarto, M., & Prihastiwi, W. Y. (2021). Influence of post covid change in consumer behaviour of millennials on advertising techniques and practices. Aptisi Transactions on Technopreneurship (ATT), 3(2), 201–208.
  20. Sidabutar, C. B. (2015). Analisa pengaruh brand experience terhadap customer loyalty melalui brand trust, customer satisfaction dan customer intimacy sebagai variabel intervening pada Kiehl’s Surabaya. Jurnal Strategi Pemasaran, 3(1), 1–10.
  21. Sofuroh, F. U. (2020). ShopeePay Jadi e-Wallet dengan Perkembangan Terpesat Selama Pandemi. https://inet.detik.com/cyberlife/d-5126471/shopeepay-jadi-e-wallet-dengan-perkembangan-terpesat-selama-pandemi
  22. Sutrisno, N., & Nurrahmat, S. (2020). Pengaruh Perceived Quality, Brand Awareness, Brand Image Terhadap Brand Loyalty Dalam Industri Perbankan Syariah. Media Bisnis, 12(1), 89–100.
  23. Van Nguyen, A. T., McClelland, R., & Thuan, N. H. (2022). Exploring customer experience during channel switching in omnichannel retailing context: A qualitative assessment. Journal of Retailing and Consumer Services, 64, 102803.
  24. Waddock, S., & McIntosh, M. (2011). Business unusual: Corporate responsibility in a 2.0 world. Business and Society Review, 116(3), 303–330.
  25. Wibisono, H. D., & Khasanah, I. (2020). Analisis Pengaruh Brand Experience Terhadap Brand Loyalty Dengan Brand Resonance dan Brand Reputation Sebagai Variabel Intervening. Jurnal Studi Manajemen Organisasi, 17(2), 27–38.
  26. Wicaksana, M. P. (2022). Pengaruh Brand Image, Trust In Brand, Dan Brand Experience Terhadap Brand Loyalty Pada Produk Vivan Robot Pada Mahasiswa FEBI IAIN Kudus Angkatan 2018. IAIN KUDUS.
  27. Wijaya, B. S. (2013). Dimensions of brand image: A conceptual review from the perspective of brand communication. European Journal of Business and Management, 5(31).
  28. Yuwono, G., & Anandya, D. (2022). Brand loyalty: Strengthening Brand experience and brand satisfaction. Jurnal Manajemen Bisnis, 9(1), 77–87