The Effect of Digital Service Quality on Customer Loyalty of the Terandam Pawnshop Branch in Padang City with Satisfaction as a Mediation Variable: JEL Classification: G21, M31, O33, L86, D12

Ory Febrian Samta; Vidyarini  Dwita

doi:10.55885/jmap.v6i2.933

Authors

Ory Febrian Samta Department of Management, Faculty of Economics and Business, Universitas Negeri Padang, Indonesia
Vidyarini Dwita Department of Management, Faculty of Economics and Business, Universitas Negeri Padang, Indonesia

DOI:

https://doi.org/10.55885/jmap.v6i2.933

Keywords:

Digital Service Quality, Customer Satisfaction, Customer Loyalty, Pegadaian, Digital Financial Services

Abstract

The rapid development of information technology in the Industrial Revolution 4.0 era has transformed financial transaction patterns and accelerated the adoption of digital financial services in Indonesia. However, various technical problems and user complaints indicate that the quality of digital services still needs improvement. This study aims to analyze the effect of digital service quality on customer loyalty with customer satisfaction as a mediating variable at Pegadaian Terandam Branch in Padang City. This study employed a quantitative causal research design. Data were collected from 110 Pegadaian customers who had experience using digital services through questionnaires distributed using purposive sampling techniques. The research variables consisted of digital service quality as the independent variable, customer loyalty as the dependent variable, and customer satisfaction as the mediating variable. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS software. The results show that digital service quality has a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a significant positive effect on customer loyalty. Furthermore, customer satisfaction significantly mediates the relationship between digital service quality and customer loyalty. These findings indicate that improving the accessibility, security, responsiveness, and reliability of digital services can enhance customer satisfaction and strengthen loyalty toward Pegadaian. Digital service quality plays a crucial role in building customer loyalty, both directly and indirectly through customer satisfaction. Therefore, improving digital service performance is essential to strengthen customer trust and sustain long-term loyalty in the digital financial service sector.

References

Agarwal, R., & Dhingra, S. (2023). Factors influencing cloud service quality and their relationship with customer satisfaction and loyalty. Heliyon, 9(4).

Alkraiji, A., & Ameen, N. (2022). The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services. Information Technology & People, 35(4), 1239–1270. https://doi.org/10.1108/ITP-04-2020-0229

Amelia, H., Apriani, E. S., & Finanto, H. (2024). Analisis Penerapan Layanan Aplikasi Pegadaian Digital Service (Pds) dalam Kemudahan Bertransaksi (Studi Kasus Pada Pt Pegadaian (Persero) Cabang Kampung Baru).

Anisa, H., Supriyaningsih, O., Kurniati, E., & Cahyani, A. B. (2024). Effectiveness Of Using Pegadaian Sharia Digital Application Services (PSD) At PT. Pegadaian Syariah Branch Radin Intan Lampung. Al-Mashrof: Islamic Banking and Finance, 5(1), 42-62. https://doi.org/10.24042/al-mashrof.v5i1.21988

Anser, M. K., Tabash, M. I., Nassani, A. A., Aldakhil, A. M., & Yousaf, Z. (2023). Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy. Library Hi Tech, 41(4), 1006-1021.

Apriliani, R., Prakoso, T., Rustaman, D., Dharmawan, D., & Wildan Nuryanto, U. (2024). The Influence of Intention To Use Digital Wallet Applications, E-Service Quality And Trust on Consumer Satisfaction Toward Digital Payment Applications. Jurnal Informasi Dan Teknologi, 125–131. https://doi.org/10.60083/jidt.v6i1.485

Badar, M. Y. Y., & Mandala, S. (2025). The Existence of PT Pegadaian as a Bullion Bank Business Player in Indonesia. Jurnal Greenation Sosial dan Politik, 3(4), 1280-1288. https://doi.org/10.38035/jgsp.v3i4.553

Cho, Y., Im, I., & Hiltz, R. (2003). The impact of e-services failures and customer complaints on electronic commerce customer relationship management. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 106-118.

Demirel, D. (2022). The effect of service quality on customer satisfaction in digital age: customer satisfaction based examination of digital CRM. Journal of Business Economics and Management, 23(3), 507-531. https://doi.org/10.3846/jbem.2022.15328

Dharma, B. (2023). Application of Pegadaian Digital Service Application in Pawn Transactions at PT. Pegadaian (PERSERO) UPC Katamso Medan. AMK: Abdi Masyarakat UIKA, 2(4), 67-73. https://doi.org/10.32832/amk.v2i4.2145

Gede Mahatma Yuda Bakti, I., & Sumaedi, S. (2013). An analysis of library customer loyalty: The role of service quality and customer satisfaction, a case study in Indonesia. Library management, 34(6-7), 397-414.

Gumilar, T., & Munawar, F. (2025). Pengaruh Inovasi Layanan, Kualitas Interaksi dan Promosi terhadap Loyalitas dengan Kepuasan Pelanggan sebagai Variabel Mediasi Di Pt. Lalakon Digital Kreatif. 10.31955/mea.v9i1.5488

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).

Helms, M. M., & Mayo, D. T. (2008). Assessing poor quality service: perceptions of customer service representatives. Managing Service Quality: An International Journal, 18(6), 610-622. https://doi.org/10.1108/09604520810920095

Hidayah, N., & Adiaman, A. (2025). Islamic Financing Risk Identification and Management in a Frontier Sharia Pawn Financing Context. Jurnal Ekonomi Syariah, Akuntansi dan Perbankan (JESKaPe), 9(2), 42-60. https://doi.org/10.52490/jeskape.v9i2.7005

Ilhadi, V., Syukriah, S., Rosdiana, R., Asran, A., & Yusuf, E. (2024). Pendampingan teknologi informasi berkelanjutan dalam peningkatan pengembangan digitalisasi di bidang pelayanan publik dan kearsipan. Jurnal Malikussaleh Mengabdi, 3(1), 121-129. https://doi.org/10.29103/jmm.v3i1.16696

Ilyas, G. B., Munir, A. R., Tamsah, H., Mustafa, H., & Yusriadi, Y. (2021). The influence of digital marketing and customer perceived value through customer satisfaction on customer loyalty. Pt. 2 J. Legal Ethical & Regul. Isses, 24, 1.

Khan, M. A., Yasir, M., & Khan, M. A. (2021). Factors affecting customer loyalty in the services sector. Journal of Tourism and Services, 12(22), 184-197. https://doi.org/10.29036/jots.v12i22.257

Kim, S. H., & Yang, Y. R. (2025). The Effect of digital quality on customer satisfaction and brand loyalty under environmental uncertainty: Evidence from the banking industry. Sustainability, 17(8), 3500. https://doi.org/10.3390/su17083500

Lakchan, U. G. C., & Samaraweera, G. C. (2023). The impact of digital service quality dimensions on customer satisfaction and customer loyalty of digital banking in Sri Lanka. Journal of Multidisciplinary & Translational Research, 8(2).

Latif, A. S., Wibowo, T. S., Nurdiani, T. W., Alimin, E., & Suharyat, Y. (2023). Increasing customer loyalty through service quality and customer satisfaction in the digital era. International Journal of Economics, Business and Accounting Research (IJEBAR), 7(2). https://doi.org/10.29040/ijebar.v7i2.9060

Marpaung, E. ali, Sitohang, E. F. br, Dilla, F., & Hasyim. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT . Pegadaian. 2(1).

Masrek, M. N., & Gaskin, J. E. (2016). Assessing users satisfaction with web digital library: the case of Universiti Teknologi MARA. The International Journal of Information and Learning Technology, 33(1), 36-56. https://doi.org/10.1108/IJILT-06-2015-0019

Mpofu, F. Y., & Mhlanga, D. (2022). Digital financial inclusion, digital financial services tax and financial inclusion in the fourth industrial revolution era in Africa. Economies, 10(8), 184. https://doi.org/10.3390/economies10080184

Muljani, N., & Ellitan, L. (2019). The importance of information technology implementation in facing industrial revolution 4.0: Case study of banking industry. International Journal of Trend in Scientific Research and Development (IJTSRD), 4(1), 409-413.

Mustafa, S. Z., Kar, A. K., & Janssen, M. F. W. H. A. (2020). Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model. International Journal of Information Management, 53, 102119. https://doi.org/10.1016/j.ijinfomgt.2020.102119

Nasution, M. F. M., & Aslami, N. (2025). Digital Innovation Strategy to Foster Customer Satisfaction Growth at Pegadaian Syariah: Strategi Inovasi Digital untuk Meningkatkan Kepuasan Pelanggan di Pegadaian Syariah. Indonesian Journal of Innovation Studies, 26(4), 10-21070.

Prabawanti, K. J., Bachri, S., Ponirin, P., & Asriadi, A. (2024). Pengaruh E-Service Quality terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening Di E-Commerce Shopee (Studi Kasus pada Gen-Z Kota Palu). https://doi.org/10.31539/costing.v7i6.12973

Pradiptasari, Z. H., & Nur, D. I. (2025). Penerapan Aplikasi Identitas Kependudukan Digital untuk Meningkatkan Efisiensi Pelayanan Publik di Kecamatan Pakal. Jurnal Pengabdian Kepada Masyarakat Patikala, 4(3), 1203-1212.

Purwanto, K. Y. T., Dwijayani, H., & Ammaridho, E. A. (2025). EFEKTIVITAS PENGGUNAAN APLIKASI PEGADAIAN DIGITAL DALAM MENINGKATKAN KUALITAS PELAYANAN DI PEGADAIAN UPC PACITAN: Efektivitas, aplikasi pegadaian dan kualitas pelayanan. eBA Journal: Journal Economic, Bussines and Accounting, 12(2), 292-304.

Putri, N. C., & Sutjipto, M. R. (2026). Analyzing User Adoption of the Pegadaian Digital Service Mobile Application Using the Extended Technology Acceptance Model (ETAM) in Indonesia’s Financial Sector. In Strategic Decision-Making in Dynamic Business Environments: Systems and Control Perspectives (pp. 519-530). Cham: Springer Nature Switzerland. https://doi.org/10.1007/978-3-032-07220-7_47

Putriana, A. (2023). Analisis Strategi Bisnis di Era Transformasi Digital. 2(3), 223–232. https://doi.org/10.54259/mukasi.v2i3.2105

Qatawneh, N., Al-Okaily, M., Alkhasawneh, R., Althonayan, A., & Tarawneh, A. (2024). The mediating role of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty toward e-government services. Global Knowledge, Memory and Communication. https://doi.org/10.1108/GKMC-07-2023-0263

Quach, T. N., Thaichon, P., & Jebarajakirthy, C. (2016). Internet service providers' service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer services, 29, 104-113. https://doi.org/10.1016/j.jretconser.2015.11.012

Rohmah, D., & Subandoro, A. (2025). Peran Aplikasi Pegadaian Digital Service (PDS) Dalam Mempermudah Pelayanan Transaksi Nasabah di PT. Pegadaian (Persero) Cabang Jemursari Surabaya. Jurnal Ekonomi, Pendidikan dan Pengabdian Masyarakat, 2(3), 60-66. https://doi.org/10.63200/jependimas.v2i3.47

Segoro, W. (2013). The influence of perceived service quality, mooring factor, and relationship quality on customer satisfaction and loyalty. Procedia-Social and Behavioral Sciences, 81, 306-310. https://doi.org/10.1016/j.sbspro.2013.06.433

Setiagraha, D., Sakti, I. P., & Batin, M. H. (2023). Pengaruh Layanan Digital Mobile Banking dan Kepuasan Nasabah terhadap Loyalitas Nasabah Bank Syariah Indonesia. ARBITRASE: Journal of Economics and Accounting, 4(1), 39–48. https://doi.org/10.47065/arbitrase.v4i1.1029

Sugiatan, V., & Arsyad, A. W. (2025). Kualitas Layanan Digital dan Kepuasan Nasabah : Studi Empiris pada Pengguna Mobile Banking Dg By Bankaltimtara. Jurnal Ilmu Multidisiplin, 1(4). https://doi.org/10.33019/ijab.v4i1.27

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Taufik Syamlan, Y., Wahyuni, S., Heruwasto, I., & Hamsal, M. (2026). Exploring sharia compliance parameters in marketing to foster innovation and collaboration within Islamic finance. Journal of Islamic Marketing, 17(1), 96-136. https://doi.org/10.1108/JIMA-04-2024-0172

Tedjokusumo, C., & Murhadi, W. R. (2023). Customer satisfaction as a mediator between service quality and customer loyalty: a case study of Bank Central Asia. Jurnal Siasat Bisnis, 156–170. https://doi.org/10.20885/jsb.vol27.iss2.art3

Tedjokusumo, C., & Murhadi, W. R. (2023). Customer satisfaction as a mediator between service quality and customer loyalty: a case study of Bank Central Asia. Jurnal Siasat Bisnis, 27(2), 156-170.

Veloso, C. M., Calado, S., Miranda, E. V., & Sousa, B. M. (2025). Citizens’ satisfaction and loyalty in digital public services: an empirical study on the Portuguese tax authority’s online platforms. Transforming Government: People, Process and Policy, 19(4), 681-699. https://doi.org/10.1108/TG-05-2025-0117

Wu, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166-176. https://doi.org/10.1016/j.ijinfomgt.2012.09.001

Zahabya, A. Q., & Putra, E. (2025). Transformation of Islamic Pawnshops in Adapting to the Needs of Generation Z in Indonesia: The Need to Strengthen Digital Literacy. International Journal of Islamic Studies Islamic Finance and Management Vol. 3, Issue 2, December 2025 e-ISSN: 3009-0067, 14.

Zahriyah, A., Abil Isfian, N., Firdaini, M., Studi, P., Syariah, E., Dan, E., Islam, B., Kiai, U., Achmad, H., & Jember, S. (2025). Analisis Perkembangan Teknologi Terhadap Kualitas Pelayanan : Studi Kasus Layanan Digital PT Pegadaian CP Bondowoso. Jurnal Penelitian Nusantara, 1, 763–766. https://doi.org/10.59435/menulis.v1i3.186