Dampak E-Service Terhadap E-Loyalty Dengan E-Statisfaction Sebagai Variabel Mediasi ( Studi Penguna E-Wallet Dana Pada Generasi Z kabupaten Karawang )

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 users in Generation Z in Karawang. 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 DANA application 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 are analyzed using 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.

Keywords: e-service, e-trust, e-satisfaction, e-loyalty