THE NEXUS OF SERVICE INNOVATION, SEAMLESS DELIVERY, AND CUSTOMER SATISFACTION IN DIGITAL PAYMENT ECOSYSTEMS FOR UNWAVERING CUSTOMER LOYALTY

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Published: Oct 30, 2025
DOI: https://doi.org/10.37715/rme.v9i2.4520
Keywords:
digital payment, mobile payment, e-wallet, customer satisfaction, customer loyalty

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Yuanita Ratna Indudewi
Universitas Ciputra Surabaya
Felix Stesio
Universitas Ciputra, Indonesia

Abstract

Digital wallet transactions have experienced a surge surpassing that of mobile banking transactions since 2021. Following a substantial merger with Tokopedia, GoPay has emerged as the digital wallet provider with the highest number of active users. The objective of this study is to examine the extent to which service innovation and service delivery, as antecedents of customer satisfaction, markedly influence customer loyalty. Employing the purposive sampling method, the research involved 170 respondents. The data collected were subjected to analysis using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings of the research indicate a significant impact of service innovation, service delivery, and customer satisfaction on customer loyalty. Moreover, it is evident that service innovation and service delivery exert a noteworthy influence on customer satisfaction.

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How to Cite
Indudewi, Y. R., & Stesio, F. (2025). THE NEXUS OF SERVICE INNOVATION, SEAMLESS DELIVERY, AND CUSTOMER SATISFACTION IN DIGITAL PAYMENT ECOSYSTEMS FOR UNWAVERING CUSTOMER LOYALTY. Review of Management and Entrepreneurship, 9(2), 38–53. https://doi.org/10.37715/rme.v9i2.4520
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Vol. 9 No. 2 (2025): Review of Management and Entrepreneurship
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Articles
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This work is licensed under a Creative Commons Attribution 4.0 International License.

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