The Influence of Usability, E-Satisfaction and E-Security on E-Loyalty of WhatsApp Mobile Instant Messaging Users
Pengaruh Usability, E-Satisfaction dan E-Security terhadap E-Loyalty Pengguna Mobile Instant Messaging WhatsApp
DOI:
https://doi.org/10.21070/ups.7054Keywords:
Usability, E-Satisfaction, E-Security, E-LoyaltyAbstract
This research examines the influence of usability, e-satisfaction, and e-security on e-loyalty in using WhatsApp. The rapid growth of mobile instant messaging has changed how society communicates, including in Indonesia. WhatsApp, as one of the most popular applications, facilitates communication and encourages user loyalty. Using a quantitative approach with descriptive methods, this study involves 100 active WhatsApp users who have used the app for at least six months. Data was collected through questionnaires and analyzed using the Partial Least Square (PLS) method. The results show that usability and e-security positively and significantly influence e-loyalty, while e-satisfaction does not. This highlights the need to explore other factors contributing to e-loyalty.
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