CUSTOMER LOYALTY OF USING DIGITAL PAYMENT DURING THE COVID-19 PANDEMIC IN INDONESIA

Indrawati, Lilik (2021) CUSTOMER LOYALTY OF USING DIGITAL PAYMENT DURING THE COVID-19 PANDEMIC IN INDONESIA. Selangor Business Review, 6 (2). pp. 1-16. ISSN 2716-5876

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Abstract

This study aims to examine the impact of Customer Perceived Value (CPV) on
Customer Loyalty of GoTo users in Indonesia by considering the roles of commitment and
trust. GoTo is one of digital or cashless payment method that is increasingly popular in
Indonesia. To support the previous literature, this study proposes a conceptual framework
that is rarely used by other researchers, by establishing the mediation and moderation of
commitment and trust, that are believed to be suitable for the GoTo users community in
Indonesia. The respondents of this study consist of 180 GoTo users who participated in
answering a survey questionnaire developed in this study. The findings of this study confirm
that the customer perceived value of GoTo users in Indonesia will have more impacts on
customer loyalty if the GoTo users increase their uses of GoTo continuously in meeting their
needs. It is also confirmed that trust from GoTo users can moderate the customer perceived
value and commitment of GoTo users. The model offered in this study contributes to the
development of literature that is appropriate to the increasing culture of the Indonesians
today in using digital payment technology such as the GoTo.

Item Type:	Article
Uncontrolled Keywords:	Customer perceived value, Customer loyalty, Commitment and Trust, Digital payment
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi > Prodi Manajemen
Depositing User:	Lilik Indrawati
Date Deposited:	12 Jan 2022 08:44
Last Modified:	18 Apr 2022 09:35
URI:	https://repositori.ukdc.ac.id/id/eprint/907

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