This research aims to analyze the influence of E-service quality on E-loyalty and its impact on willingness to pay by utilizing E-satisfaction as a mediating variable among QRIS service users in Indonesia. The research sample was 201 respondents who met the sample criteria. Data was obtained through distributing questionnaires online via Google Form. The data was tested statistically via Smart PLS. The research results show that E-service quality partially has a significant influence on E-satisfaction and E-loyalty. This research found that E-satisfaction has a significant effect on E-loyalty. Besides that, E-loyalty has a significant effect on willingness to pay. This research also involves E-satisfaction as a mediating variable. The results show that E-satisfaction mediates the influence of E-service quality on E-loyalty.
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Purba et al. (2024) studied this question.
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