Mediating effect of customer satisfaction on the impact of e-service quality on customer loyalty: The case of GCash

Author

• Chyle Samuel G. Sagun, De La Salle UniversityFollow
• Jose Emmanuel C. Ellescas, De La Salle UniversityFollow
• Alexandra Ysabella Teresa D. Tumagay, De La Salle UniversityFollow
• Franz Christian P. Opelanio, De La Salle UniversityFollow

Date of Publication

7-29-2023

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Business Management

Subject Categories

Business | Finance and Financial Management

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Thesis Advisor

Ma. Theresa C. Gerial

Defense Panel Chair

Junius W. Yu

Defense Panel Member

Ma. Louise Gena D. Crisologo

Abstract (English)

In this generation where technological advancements have been integrated within the daily lives of people, even modes of payments have now been made convenient through the use of an individual’s mobile phone. The rise of mobile wallets are now being used by millions of people, to send money, pay bills, and many more. Nowadays, even sari-sari stores to big companies are already accepting mobile wallets as a form of payment. In this research study, the use of the four dimensions of E-Service Quality was used to determine if it has an impact on customer loyalty with the mediating effect of customer satisfaction. The four dimensions of E-Service Quality used in this study were reliability, design, customer service, and privacy and security. The findings of the research proved that after conducting the mediation analysis between individual E-Service Quality dimensions, and Customer Loyalty with Customer Satisfaction, it was established that the addition of the mediating variable (indirect effect) led to a significant effect on the relationship between each E-Service Quality dimension, and Customer Loyalty. In conclusion, E-Service Quality has a significant impact on customer loyalty, and it is mediated by customer satisfaction.

Abstract Format

html

Abstract (Filipino)

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Abstract Format

html

Language

English

Format

Electronic

Keywords

Consumer satisfaction; Customer loyalty

Recommended Citation

Sagun, C. G., Ellescas, J. C., Tumagay, A. D., & Opelanio, F. P. (2023). Mediating effect of customer satisfaction on the impact of e-service quality on customer loyalty: The case of GCash. Retrieved from https://animorepository.dlsu.edu.ph/etdb_dsi/208

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Embargo Period

8-2-2023