Pengaruh E-Service Quality, Customer Relationship Management (CRM) dan Persepsi Manfaat Terhadap Loyalitas Pelanggan E-Wallet Dana (Studi Kasus pada Mahasiswa S-1 Fakultas Ekonomi dan Bisnis Universitas Sumatera Utara)

Abstract

E-Wallet is a form of financial technology (fintech) that is used as an alternative payment by utilizing the internet media. This study aims to determine and analyze the influence of E-Service Quality, Customer Relationship Management (CRM), and Perceived Usefulness on DANA E-Wallet Customer Loyalty on Students of the Faculty of Economics and Business, University of North Sumatra. This research is associative research and the type of data used is quantitative data. The population in this study were undergraduate students of the Faculty of Economics and Business, University of North Sumatra, class of 2020 - 2022. The number of samples in this study was 100 people with a sampling technique using purposive sampling. Data analysis used multiple linear regression analysis. The data was processed statistically with the SPSS for Windows program, namely the t-test model, F test and determinant coefficient (R2). The results of this study indicate that simultaneously E-Service Quality, Customer Relationship Management (CRM), and Perceived Usefulness have a positive and significant effect on DANA E-Wallet Customer Loyalty. E-Service Quality, Customer Relationship Management (CRM), and Perceived Usefulness have a positive and significant effect on DANA E-Wallet Customer Loyalty.