IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v11y2022i5p46-56.html

Leveraging experience quality to increase loyalty of digital wallet user in Indonesia

Author

Listed:
  • Hanny Lubaba

    (University of Brawijaya)

  • Fatchur Rohman

    (University of Brawijaya)

  • Surachman

    (University of Brawijaya)

Abstract

This study examines the effect of experience quality on loyalty to digital wallet users. The financial sector plays a role as a driving force for growth in the real sector, which can be done through capital accumulation and technological innovation. The novelty in this research is the addition of brand image and satisfaction variables as a mediation that has not been studied before. There are still inconsistencies in the results of previous studies regarding the direct effect of experience quality on loyalty. This study uses explanatory research with a quantitative approach. The sample size is 120 respondents to digital wallet users in Malang City. The purposive sampling method is the sampling technique in this study. The data were analyzed using structural equation modeling partial least square (SEM-PLS). The results of this study indicate that experience quality can directly improve brand image and satisfaction. Interestingly, this study found that experience quality directly did not have a significant effect on loyalty. The need to pay attention to service is the main key to customer satisfaction and brand image so that they can be loyal to digital wallet products. Key Words:Brand Image, Digital Wallet, Experience Quality, Loyalty, Satisfaction

Suggested Citation

  • Hanny Lubaba & Fatchur Rohman & Surachman, 2022. "Leveraging experience quality to increase loyalty of digital wallet user in Indonesia," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(5), pages 46-56, July.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:5:p:46-56
    DOI: 10.20525/ijrbs.v11i5.1847
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1847/1327
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v11i5.1847
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v11i5.1847?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Alkhowaiter, Wassan Abdullah, 2020. "Digital payment and banking adoption research in Gulf countries: A systematic literature review," International Journal of Information Management, Elsevier, vol. 53(C).
    2. Ria Maharani Ridhwan & Wahdiyat Moko & Djumilah Hadiwidjojo, 2021. "The impact of e-brand experience on e-brand loyalty mediated e-brand love and e-brand trust: A study on Go-Pay users in Go-Jek application in Malang City," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 132-138, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sujeeth Ungratwar & Dipasha Sharma & Satish Kumar, 2025. "Mapping the digital banking landscape: a multi-dimensional exploration of fintech, digital payments, and e-wallets, with insights into current scenarios and future research," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-22, December.
    2. Chen, Xia & Miraz, Mahadi Hasan & Gazi, Md. Abu Issa & Rahaman, Md. Atikur & Habib, Md. Mamun & Hossain, Abu Ishaque, 2022. "Factors affecting cryptocurrency adoption in digital business transactions: The mediating role of customer satisfaction," Technology in Society, Elsevier, vol. 70(C).
    3. Khan Burhan Khan & Noor Ismawati Jaafar & Shamshul Bahri Zakaria, 2024. "The role of collectivist cultural practices in supporting a hybrid payment system among small and medium enterprises (SMEs) in Pakistan," Future Business Journal, Springer, vol. 10(1), pages 1-18, December.
    4. Jitender Kumar & Manju Rani, 2025. "Past, present and future of central bank digital currency: a systematic literature review and relevant issues," Journal of Banking Regulation, Palgrave Macmillan, vol. 26(4), pages 701-720, December.
    5. Ahmed Taher Esawe, 2022. "Exploring Retailers’ Behavioural Intentions Towards Using M-payment: Extending UTAUT with Perceived Risk and Trust," Paradigm, , vol. 26(1), pages 8-28, June.
    6. Asad Ahmad & Dag Øivind Madsen & Swati Garg, 2025. "How satisfied am I with mobile wallets? Exploring the nexus between MSQual, hedonism, and satisfaction," Future Business Journal, Springer, vol. 11(1), pages 1-11, December.
    7. Muhammad Younus Malik & Saifullah Shaikh, 2024. "Study of Perceived Organizational Support, Psychological Contract, Organizational Nostalgia, and Turnover Intention: A Mediation Moderation Analysis," Journal of Social Sciences Advancement, Science Impact Publishers, vol. 5(4), pages 32-43.
    8. Pablo Angel-Rodriguez & Jose Antonio Vicente-Pascual, 2026. "Exploring the adoption of mobile payments: a hybrid literature review and future research agenda," Future Business Journal, Springer, vol. 12(1), pages 1-28, December.
    9. Yu Li & Sang-June Park & Hao Li & Sungchul Choi, 2024. "Contact or Contactless Payment: Impact of COVID-19 Pandemic on Consumer Decision Making in Money Domain," SAGE Open, , vol. 14(1), pages 21582440241, March.
    10. Mall, Sunita & Panigrahi, Tushar Ranjan & Kabir Hassan, M., 2024. "Neo banking: A bibliometric review of the current research trend and future scope," International Review of Economics & Finance, Elsevier, vol. 96(PA).
    11. Francisco Liébana-Cabanillas & Francisco Muñoz-Leiva & Sebastián Molinillo & Elena Higueras-Castillo, 2022. "Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-25, December.
    12. Chanchal Molla & Mohammad Rakibul Islam Bhuiyan & Md. Tariqul Islam & Al- Amin, 2026. "Mediating role to banking performance for adopting digital bank using a technology organizational environment model," Digital Finance, Springer, vol. 8(1), pages 1-29, March.
    13. Ahamuefula E. Ogbonna & Idris A. Adediran & Tirimisiyu F. Oloko & Kazeem O. Isah, 2023. "Information and Communication Technology (ICT) and youth unemployment in Africa," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(6), pages 5055-5077, December.
    14. Mogaji, Emmanuel & Nguyen, Nguyen Phong, 2022. "The dark side of mobile money: Perspectives from an emerging economy," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    15. Thabang E. Mofokeng & Steven Mbeya & Daniel K. Maduku, 2024. "Bitcoin adoption in online payments: examining consumer intentions and word-of-mouth recommendations," Future Business Journal, Springer, vol. 10(1), pages 1-30, December.
    16. Sujeet Kumar Sharma & Anubhav Mishra, 2023. "Enablers and Inhibitors of Mobile Payments in Rural India: a Dual-Factor Theory Perspective," Information Systems Frontiers, Springer, vol. 25(6), pages 2335-2351, December.
    17. Hasan, Morshadul & Hoque, Ariful & Abedin, Mohammad Zoynul & Gasbarro, Dominic, 2024. "FinTech and sustainable development: A systematic thematic analysis using human- and machine-generated processing," International Review of Financial Analysis, Elsevier, vol. 95(PC).
    18. Kajol, K. & Singh, Ranjit & Paul, Justin, 2022. "Adoption of digital financial transactions: A review of literature and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    19. Yuan, Yun-Peng & Tan, Garry Wei-Han & Ooi, Keng-Boon, 2025. "What shapes mobile fintech consumers' post-adoption experience? A multi-analytical PLS-ANN-fsQCA perspective," Technological Forecasting and Social Change, Elsevier, vol. 217(C).
    20. Sahid Susilo Nugroho & Widya Paramita, 2024. "Trust-building mechanism for promoting mobile payments' continued use by small businesses in a developing country: tackling the perceived risk issue," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 936-945, September.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:11:y:2022:i:5:p:46-56. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.