CHRISTINTO, ILDEFONSUS MARCEL DIOWIRANATA (2023) THE INFLUENCE OF BENEVOLENCE, COMPETENCE, AND INTEGRITY ON E-LOYALTY IN THE USAGE OF E-WALLET APPLICATIONS IN INDONESIA. Masters thesis, UNIVERSITAS MA CHUNG.
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Abstract
In Indonesia, the fintech sector has played a pivotal role in introducing a diverse array of payment system advancements, including electronic wallets, popularly
referred to as e-wallets. E-wallet providers need to demonstrate their company's commitment to customers in order to foster customer loyalty and encourage repeated product usage. There are several factors in e-trust that can influence e loyalty, such as benevolence, competence, and integrity. This study uses a type of quantitative research with an explanatory research approach. This study uses
benevolence (X1), competence (X2), integrity (X3) as independent variables, and E-loyalty (Y) as the dependent variable. The population in this study is the e
wallet users in Indonesia. This study employs the technique of multiple linear regression analysis. The results indicate that benevolence and integrity has a positive and significant effect on e-loyalty. However, there are competence has an effect but is not significant to e-loyalty. Attention and availability increase e
loyalty in e-wallet users. User privacy, transparency, and security enhance e loyalty. Attractive appearance and smoothness are common in payment applications. In addition, providers can focus on other aspects that affect e-loyalty,
such as providing guarantees of data privacy and security and ensuring the fulfillment of user needs.
Keywords: benevolence, competence, integrity, e-loyalty, e-wallet
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | TUGAS AKHIR |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > S1 Manajemen |
| Depositing User: | Surya |
| Date Deposited: | 25 Oct 2024 02:04 |
| Last Modified: | 25 Oct 2024 02:04 |
| URI: | http://repository.machung.ac.id/id/eprint/230 |
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