Abstract—This study aims to analyze and prove the effect of e-
service quality and e-trust on e-customer loyalty through e-
satisfaction as an intervening variable for DANA digital wallet users.

This research focuses on DANA as an e-wallet that is most widely
used by the public, but there are still many complaints felt by DANA
digital wallet users regarding unsuccessful top-ups, system errors,
difficulties upgrading premium accounts, deducted balances and
handling of which customer service is slow and does not provide a
solution. This can be seen from the results of user reviews on the
Play Store. This type of research is explanatory research with a

quantitative approach. Sampling using the method of non-
probability sampling with shape purposive sampling. This study used

an online questionnaire which was distributed to 100 respondents,
with the criteria of DANA digital wallet users making non-cash
transactions at least two times or more in the last six months. The
analysis technique used is Structural Equation Modeling based on
Partial Least Square (PLS) with the help of SmartPLS 4.0 software.
The results of hypothesis testing show that e-service quality has a
positive and not significant effect on e-customer loyalty, e-service

quality has a positive and significant effect on e-satisfaction, e-
satisfaction has a positive and significant effect on e-customer

loyalty, e- trust has a positive and not significant effect on e-customer
loyalty, e-trust has a positive and significant effect on e-satisfaction,
e-service quality has a positive and significant effect on e-customer
loyalty through e-satisfaction and e-trust has a positive and
significant effect on e-customer loyalty through e-satisfaction.