THE INFLUENCE OF PROMOTIONS, USER EXPERIENCE, AND CUSTOMER SATISFACTION ONSHOPEEPAY E-WALLET USER LOYALTY

Mega Linda Toga Torop; Jessica Putri Sinaga

doi:10.24071/icebmr.v3i1.133

Authors

Mega Linda Toga Torop Sanata Dharma University Author
Jessica Putri Sinaga Sanata Dharma University Author

DOI:

https://doi.org/10.24071/icebmr.v3i1.133

Keywords:

shopeepay, promotions, user experience, customer satisfaction

Abstract

In 2023, ShopeePay ranks fourth in frequency, namely 60% as the most widely used e-wallet user in Indonesia. Users can experience the various benefits offered in the form of: cashback, promos, as well as features and application usage flows that are easy to understand so that there are various influences on why consumers remain loyal to using ShopeePay. This research aims to determine the influence of promotions, user experience, and customer satisfaction on loyalty. The type of research method is quantitative with surveys via questionnaires. The sampling technique is bypurposive sample with 100 criteria respondentsAll ShopeePay users are active with at least one transaction a month and have a registered account for at least one year. The data analysis techniques in this research are the classical assumption test, multiple linear regression test processed using SPSS Statistics 25, and hypothesis testing. The research results show that: 1) promotion partially influences loyalty, 2) user experience partially it has no effect on loyalty, 3) customer satisfaction has an effect on loyalty.

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