The Effect of Perceived Tariff and E-Service Quality on Interest in Reuse through E-Wallet Ovo User Satisfaction in Semarang City
Keywords:
e-service quality, perceived tariff, customer satisfaction and intention to reuseAbstract
This research is aimed at examining the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The research problem is how to increase interest in reuse through e-service quality and perceived rates by mediating customer satisfaction? The aim of this research is to analyze the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The sample for this research was OVO users in Semarang, specifally in Central Semarang, Tembalang, Gajah Mungkur, and South Semarang. With the total sample was 126 OVO users. SEM AMOS was used to analyze the data. The results of the analysis showed that e-service quality and perceived tariff had a significant effect on customer satisfaction in increasing interest in reuse. These empirical findings indicate that e-service quality influences customer satisfaction, perceived tariff has a positive effect on customer satisfaction, e-service quality has a positive effect on intention to reuse; perceived tariff has a positive effect on intention to reuse; and customer satisfaction has a positive effect on intention to reuse.
Published
Issue
Section
Copyright (c) 2025 Bayu Nugroho Indriyanto, I Made Sukresna
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
