PENGARUH E-SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Pengguna Aplikasi OVO)

E-service quality have an important role in this research, through e-service quality measurements can be seen the extent of the level of customer loyalty that is formed, where it can also be influenced by customer satisfaction. The purpose of this research is determine how e-service quality effect on customer loyalty through customer satisfaction as intervening variable on customer who use OVO. The intended population in this research is all users who use OVO app. The sampling method on this research is using non-probability sampling with purposive sampling method and by using a total sample is 120 respondent who have criteria : (1) Man and woman with age range at 17 >. (2) Have OVO on the smartphone that is used, (3) Using OVO at least twice or more, (4) Have had transaction problems with OVO app. The result from the research that have been done show that e-service quality have an effect on customer loyalty, and then the e-service quality also have an indirect effect through customer satisfaction variable