The Impact of E-Service and E-Trust on E-Loyalty with E-Satisfaction as a Mediating Variable

Current technological developments require all sectors to continue to innovate, one of which is the financial sector, named financial technology (fintech). DANA is one of the digital wallet programs (e-wallets) that fintech introduces as a payment method or non-cash transaction method. Using e-satisfaction as a moderating variable, this study attempts to ascertain and investigate the effects of e-service and e-trust on the e-loyalty of DANA e-wallet users in Generation Z in Karawang Regency. This study employed a quantitative technique with a descriptive verification method. Both primary (questionnaires) and secondary (books, theories, and scientific literature) data are used. The study's participants were Karawang e-wallet users who had used the DANA app to complete transactions. 135 persons made up the study's sample. The sample strategy combined a purposive sampling approach with non-probability sampling. Research data is analyzed using the SEM-PLS method. In addition to a positive but insignificant effect on e-service to e-loyalty, the study's findings indicate that e-service to e-satisfaction and e-trust to e-satisfaction have a positive and significant effect on e-service to e-loyalty, e-satisfaction to e-loyalty, e-service to e-loyalty through e-satisfaction, and e-trust to e-loyalty through e-satisfaction.