The influence of e-service quality, e-trust, on e-loyalty QRIS BCA with mediation by e-satisfaction (study on QRIS BCA users in Jakarta)

https://doi.org/10.35912/ijamis.v2i2.3228
Published: Jul 25, 2025

Abstract:

Purpose: This study investigates the influence of E-Service Quality and E-Trust on E-Loyalty, with E-Satisfaction as a mediating variable, in the context of BCA QRIS users in Jakarta. The research is motivated by the growing trend of digital payments, especially QRIS-based transactions, which have shown significant growth in volume according to ASPI Indonesia.

Research Methodology: A quantitative approach was employed using primary data collected via an online questionnaire distributed through Google Forms. The study involved 113 active BCA QRIS users selected through purposive sampling. Data were analyzed using the Structural Equation Modeling (SEM) method with SmartPLS 4.0 software. The measurement scale used was a 5-point Likert scale.

Results: The results revealed that: (1) E-Service Quality has a positive but not significant effect on E-Loyalty; (2) E-Trust does not significantly influence E-Loyalty; (3) E-Service Quality has a positive but not significant impact on E-Satisfaction; (4) E-Trust positively and significantly influences E-Satisfaction; (5) E-Satisfaction significantly affects E-Loyalty; (6) E-Service Quality does not affect E-Loyalty through E-Satisfaction; (7) E-Trust positively affects E-Loyalty through E-Satisfaction.

Conclusions: E-Satisfaction plays a crucial mediating role between E-Trust and E-Loyalty. However, E-Service Quality does not significantly influence E-Loyalty, either directly or indirectly.

Limitations: The study is limited to a specific geographical area (Jakarta) and a relatively small sample size. Data collection was conducted online, which may introduce response bias.

Contribution: This research contributes to the literature on digital payment behavior and provides managerial implications for enhancing user trust and satisfaction to foster loyalty.

Keywords:
1. E-Servqual
2. E-Trust
3. E-Satisfaction
4. E-Loyalty
5. QRIS BCA
Authors:
1 . Bella Lorenza
Krida Wacana Christian University, Jakarta, Indonesia
https://orcid.org/0000-0001-5080-5032
2 . Saparso Saparso
Krida Wacana Christian University, Jakarta, Indonesia
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How to Cite
Lorenza, B., & Saparso, S. (2025). The influence of e-service quality, e-trust, on e-loyalty QRIS BCA with mediation by e-satisfaction (study on QRIS BCA users in Jakarta). International Journal of Accounting and Management Information Systems, 2(2), 143–158. https://doi.org/10.35912/ijamis.v2i2.3228
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Issue & Section
Vol. 2 No. 2 (2024): August
Articles
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References

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    Ashiq, R., & Hussain, A. (2024). Exploring the effects of e-service quality and e-trust on consumers'e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics, 3(2), 117-141. doi:https://doi.org/10.1108/JEBDE-09-2023-0019

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    Purba, A., Wisnalmawati, W., & Kusmantini, T. (2024). The effect of E-service quality on E-loyalty and its impact on willingness to pay: The role of E-satisfaction as a mediator (Case study on Qaris users in Indonesia). World Journal of Advanced Research and Reviews, 23(1), 440-450.

    Putera, M. B. Y., & Famiola, M. (2024). Attitudinal loyalty manifestation in banking CSR: Cross-buying behavior and customer advocacy. arXiv preprint arXiv:2404.11063. doi:https://doi.org/10.48550/arXiv.2404.11063

    Rahmawati, A., & Ramli, A. H. (2024). E-Trust, Perceived Ease Of Use, E-Satisfaction And E-Loyalty For Users Of The Tiktok Shop Application. doi:https://doi.org/10.37641/jimkes.v12i1.2209

    Rezeki, M. R., Majid, M. S. A., & Kassim, S. H. (2023). The effect of e-service quality on e-loyalty of Islamic banking customers: does e-satisfaction act as mediator? Jurnal Ekonomi & Keuangan Islam, 228-245. doi:https://doi.org/10.20885/JEKI.vol9.iss2.art6

    Schiebler, T., Lee, N., & Brodbeck, F. C. (2025). Expectancy-disconfirmation and consumer satisfaction: A meta-analysis. Journal of the Academy of Marketing Science, 1-22. doi:https://doi.org/10.1007/s11747-024-01078-x

    So, K. K. F., Yang, Y., & Li, X. (2025). Fifteen years of research on customer loyalty formation: A meta-analytic structural equation model. Cornell Hospitality Quarterly, 66(2), 253-272. doi:https://doi.org/10.1177/19389655241276506

    Sriantika, E., & Abidin, A. Z. (2024). The Effectiveness of QRIS Usage as a Digital Transaction Tool for Youth in Blora Regency. Proceeding ISETH (International Summit on Science, Technology, and Humanity), 605-621. doi:https://doi.org/10.23917/iseth.5403

    Susanto, S. A., Manek, M. V., Setiawan, R. A., & Mustikasari, F. (2023). Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia. Devotion: Journal of Research & Community Service, 4(8). doi:https://doi.org/10.59188/devotion.v4i8.544

    Yolanda, F. A., & Handayan, S. (2024). The Impact of E-Service Quality on E-Loyalty Through Customer Satisfaction of Private Bank Mobile Banking Users in Indonesia. International Journal of Scientific and Management Research, 7(02), 41-51. doi:http://doi.org/10.37502/IJSMR.2024.7204

    Zuliestiana, D. A., & Setiawan, A. N. (2022). Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Dan Dampaknya Terhadap E-Customer Loyalty Pada Pengguna Aplikasi Bca Mobile. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(2), 934-953. doi:https://doi.org/10.31955/mea.v6i2.2120

  1. Amadea, E., Suryaputra, R., & Sondakh, O. (2022). The effect of product quality, service quality, environment quality, and product assortment on customer loyalty trough customer satisfaction of BCA mobile application. J. Econ. Financ. Manag. Stud, 5(03). doi:https://doi.org/10.47191/jefms/v5-i3-17
  2. Amoroso, D., & Lim, R. (2017). The mediating effects of habit on continuance intention. International journal of information management, 37(6), 693-702. doi:http://dx.doi.org/10.1016/j.ijinfomgt.2017.05.003
  3. Arvianti, R., Mulyaningsih, H. D., Nughara, Y. D., & Oktini, D. R. (2023). Role of Customer's Trust Moderation: E-Service Quality towards Repurchase Intention on Netflix VOD. International Journal of Entrepreneurship and Sustainability Studies, 3(1), 157. doi:https://doi.org/10.31098/ijeass.v3i1.1693
  4. Ashiq, R., & Hussain, A. (2024). Exploring the effects of e-service quality and e-trust on consumers'e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics, 3(2), 117-141. doi:https://doi.org/10.1108/JEBDE-09-2023-0019
  5. Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International journal of information management, 44, 38-52. doi:https://doi.org/10.1016/j.ijinfomgt.2018.09.002
  6. Bella Lorenza, S. (2024). The influence of e-service quality, e-trust, on eloyalty QRIS BCA with mediation by esatisfaction (Study on QRIS BCA users in Jakarta). Journal of Multidisciplinary Academic and Practice Studies (JoMAPS), 3(1). doi:https://doi.org/10.35912/jomaps.v3i1.2921
  7. Budaya, I. (2023). Behavioral of customer loyalty on e-commerce: The mediating effect of e-satisfaction in Tiktok shop. JSRET (Journal of Scientific, Research, Education, and Technology, 2(1), 61-73. doi:https://doi.org/10.58526/jsret.v2i1.43
  8. Cahaya, Y. F., Mursitama, T. N., Hamsal, M., & Tjhin, V. U. (2023). Increasing e-loyalty of banking customers through customer trust and commitment. International Journal of Applied Economics, Finance and Accounting, 15(2), 96-104. doi:https://doi.org/10.33094/ijaefa.v15i2.844
  9. Fang, Y., Qu, Z., & Wang, W. (2023). Developing the scale for measuring the service quality of Internet-based e-waste collection platforms. Sustainability, 15(9), 7701. doi:https://doi.org/10.9744/petraijbs.6.2.201-212
  10. Fatikah, B. H., & Albanna, H. (2022). The influence of E-SERVQUAL and e-trust on e-loyalty: the role of e-satisfaction as an intervening on Islamic mobile banking customer. Journal of Business Management and Islamic Banking, 119-130. doi:https://doi.org/10.14421/jbmib.2022.011-08
  11. Hidayah, R. T., & Utami, E. M. (2017). E-Service Quality And E–Recovery Service Quality On E–Satisfaction Lazada. Com. Jurnal Riset Manajemen Sains Indonesia (JRMSI), 8(2). doi:http://doi.org/10.21009/JRMSI
  12. Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty. Journal of Internet Commerce, 18(4), 369-394. doi:http://dx.doi.org/10.1080/15332861.2019.1668658
  13. Kuska, D. A. R., Wijayanto, H., & Santoso, A. (2024). Improving the e-satisfaction and e-loyalty based on e-trust and e-service quality on Shopee customer. Journal of Consumer Sciences, 9(1), 22-39. doi:https://doi.org/10.29244/jcs.9.1.22-39
  14. Latifah, A. L., & Wahyuningsih, T. (2023). Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Dan Dampaknya Terhadap E-Customer Loyalty: Studi Pada Pengguna Aplikasi BRImo Mahasiswa Aktif Program Studi S1 Manajemen UPN “Veteran” Yogyakarta. EKONOMIKA45: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan, 11(1), 561-574. doi:https://doi.org/10.30640/ekonomika45.v11i1.956
  15. Lesmana, A., & Balqiah, T. E. (2023). Enhancing customer e-loyalty and e-WOM: The role of electronic and non-electronic service quality and customer satisfaction (PLN Mobile Application). Petra International Journal of Business Studies, 6(2), 201-212. doi:https://doi.org/10.9744/petraijbs.6.2.201-212
  16. Marati, M., Faisal, M. A., Anggoro, I. D., & Anwar, S. (2021). E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers. Paper presented at the Annual International Conference on Islamic Economics and Business (AICIEB).
  17. Melinda, E., Usman, O., & Aditya, S. (2023). The effect of e-service quality and e-trust on e-loyalty with e-satisfaction as an intervening for mobile banking user. Jurnal dinamika manajemen dan bisnis, 6(1), 80-96. doi:https://doi.org/10.21009/JDMB.06.1.6
  18. Nadhifa, S. (2023). The effect of brand experience and service quality on customer loyalty mediated by customer satisfaction. International Journal of Research in Business & Social Science, 12(7). doi:https://doi.org/10.18860/mec-j.v0i1.5195.s313
  19. Prasetyo, W. B. (2024). E-Service Quality, E-Trust, E-Satisfaction and E-Loyalty in Online Shopping. E-Trust, E-Satisfaction and E-Loyalty in Online Shopping (April 6, 2024).
  20. Pratama, R. A., Prasetyo, W. B., & Ramli, A. H. (2023). E-service quality, e-trust, e-satisfaction and e-loyalty in online shopping. doi:https://doi.org/10.37641/jimkes.v11i3.2313
  21. Purba, A., Wisnalmawati, W., & Kusmantini, T. (2024). The effect of E-service quality on E-loyalty and its impact on willingness to pay: The role of E-satisfaction as a mediator (Case study on Qaris users in Indonesia). World Journal of Advanced Research and Reviews, 23(1), 440-450.
  22. Putera, M. B. Y., & Famiola, M. (2024). Attitudinal loyalty manifestation in banking CSR: Cross-buying behavior and customer advocacy. arXiv preprint arXiv:2404.11063. doi:https://doi.org/10.48550/arXiv.2404.11063
  23. Rahmawati, A., & Ramli, A. H. (2024). E-Trust, Perceived Ease Of Use, E-Satisfaction And E-Loyalty For Users Of The Tiktok Shop Application. doi:https://doi.org/10.37641/jimkes.v12i1.2209
  24. Rezeki, M. R., Majid, M. S. A., & Kassim, S. H. (2023). The effect of e-service quality on e-loyalty of Islamic banking customers: does e-satisfaction act as mediator? Jurnal Ekonomi & Keuangan Islam, 228-245. doi:https://doi.org/10.20885/JEKI.vol9.iss2.art6
  25. Schiebler, T., Lee, N., & Brodbeck, F. C. (2025). Expectancy-disconfirmation and consumer satisfaction: A meta-analysis. Journal of the Academy of Marketing Science, 1-22. doi:https://doi.org/10.1007/s11747-024-01078-x
  26. So, K. K. F., Yang, Y., & Li, X. (2025). Fifteen years of research on customer loyalty formation: A meta-analytic structural equation model. Cornell Hospitality Quarterly, 66(2), 253-272. doi:https://doi.org/10.1177/19389655241276506
  27. Sriantika, E., & Abidin, A. Z. (2024). The Effectiveness of QRIS Usage as a Digital Transaction Tool for Youth in Blora Regency. Proceeding ISETH (International Summit on Science, Technology, and Humanity), 605-621. doi:https://doi.org/10.23917/iseth.5403
  28. Susanto, S. A., Manek, M. V., Setiawan, R. A., & Mustikasari, F. (2023). Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia. Devotion: Journal of Research & Community Service, 4(8). doi:https://doi.org/10.59188/devotion.v4i8.544
  29. Yolanda, F. A., & Handayan, S. (2024). The Impact of E-Service Quality on E-Loyalty Through Customer Satisfaction of Private Bank Mobile Banking Users in Indonesia. International Journal of Scientific and Management Research, 7(02), 41-51. doi:http://doi.org/10.37502/IJSMR.2024.7204
  30. Zuliestiana, D. A., & Setiawan, A. N. (2022). Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Dan Dampaknya Terhadap E-Customer Loyalty Pada Pengguna Aplikasi Bca Mobile. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(2), 934-953. doi:https://doi.org/10.31955/mea.v6i2.2120