A Study on Factors Influencing the Use of Digital Wallet and Customer Loyalty in E-Payment System: Assessing the Mediating Role of Customer Satisfaction

Abstract

Aim of the study: The aims of the study was to find factors influencing the use of Digital Wallet and customer loyalty in e-payment system and assessing the mediating role of Customer Satisfaction

Design/Methodology: 600 digital wallet users filled questionnaire online. Purposive sampling is the method used in this study to collect data and 526 questionnaires were found duly filled and were use in data analysis. Data analysis techniques included such as validity and reliability testing; testing multiple linear regression; and testing the hypothesis, which includes the t-test, F-test, and coefficient of determination tests.

Findings: The study's findings show a strong correlation between variables that affect customer satisfaction and those that also affect customer loyalty in digital wallet systems.

Practical Implications: This study finds new security variables that affect users' satisfaction with digital wallet payment systems. Previous studies have not examined the factors. As such, this study makes a significant theoretical contribution to the field of digital wallet payments.

Originality/value: The findings of this study can help digital wallet providers improve customer satisfaction with their products by strengthening system security and concentrating on important security aspects.