The Effect of Customer Trust and E-Service Quality on E-Wallet Application Reuse Intentions Mediated by Customer Satisfaction: A Comparative Study on Master of Management Students in Indonesia and Malaysia
1Hikmah Julia, 2Akhmad Saufi, 3Dwi Putra Buana Sakti
1,2,3Faculty of Economics and Business, University of Mataram, Indonesia
https://doi.org/10.47191/jefms/v7-i6-65ABSTRACT:
This study aims to understand the factors that influence the intention of Master of Management students in Indonesia and Malaysia to reuse e-wallet services. Specifically, this research examines the roles of customer trust and e-service quality in shaping customer satisfaction and reuse intention. This causal associative research focuses on Master of Management students in Lombok (Indonesia) and Cyberjaya (Malaysia) as the population. Data analysis was conducted using the Partial Least Square-Structural Equation Model (PLS-SEM) with Smart PLS 3.0 software. The results indicate that customer trust significantly influences the intention to reuse e-wallet services in Indonesia but not in Malaysia. Conversely, e-service quality significantly impacts reuse intentions in both countries. Additionally, in Indonesia, customer trust positively affects customer satisfaction, while in Malaysia, no significant relationship was found between customer trust and customer satisfaction. Furthermore, e-service quality positively affects customer satisfaction in both Indonesia and Malaysia. However, customer satisfaction does not significantly affect the intention to reuse e-wallet services in either country. These findings suggest that to maintain and enhance the reuse of e-wallet services, companies must focus on both customer trust and e-service quality, alongside customer satisfaction. Investing in the improvement of e-service quality and the strengthening of customer trust can be an effective strategy to retain the user base and increase customer loyalty in an increasingly digital market.
KEYWORDS:
Customer Trust, Electronic Service Quality, Reuse Intent, Customer Satisfaction
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