Open AccessCustomer Loyalty Indicator of Mobile Payment Application in the Financial Service Industry: A Study of LinkAja
Author(s) -
Dewi Tamara,
Fifi Roesmawi,
Haras Febria,
Izma Dwi Ariesta
Publication year - 2020
Publication title -
international journal of scientific research and management
Language(s) - English
Resource type - Journals
ISSN - 2321-3418
DOI - 10.18535/ijsrm/v8i01.em05
Subject(s) - nonprobability sampling , loyalty , loyalty business model , variables , marketing , regression analysis , sample (material) , payment , mobile payment , data collection , business , population , service (business) , service quality , statistics , mathematics , finance , chemistry , demography , chromatography , sociology
Purpose – The main purpose of this journal is to analyse on performance expectation, effort expectation, social influence, facilitating condition, hedonic motivation, perceived technology security, and trust toward the customer loyalty of using LinkAja.
Research limitations/implications – This research presents the sample population of 197 participants responded to the survey in Indonesia in Java area, whereby 175 out of the number defined as users of LinkAja are valid responses that have been obtained for statistical analysis.
Methodology/approach - Data collection used in this journal are questionnaire and purposive sampling methods. This research has examined provided data and information through quantitative research with Multiple Linear Regression analysis method.
Findings – This research found that four independent variables, i.e. effort expectation, social influence, hedonic motivation, and trust are influencing the dependent variable of customer loyalty in using LinkAja. The result shows a performance expectation, facilitating condition and perceived technology security do not significantly influence customer loyalty.
Practical implications – There are 4 (four) main significant factors to maintain the customer loyalty of mobile payment application i.e. effort expectation, social influence, hedonic motivation, and trust.