Psychological Ownership Moderates the Effect of Trust, Social Influence, Mobility, and Perceived Enjoyment on Customer Satisfaction in the Tring by Pegadaian Application

Amalia Putriyeni; Thamrin Thamrin

doi:10.71435/741470

Authors

Amalia Putriyeni Management, Faculty of Economics and Business, Universitas Negeri Padang, Indonesia
Thamrin Management, Faculty of Economics and Business, Universitas Negeri Padang, Indonesia

DOI:

https://doi.org/10.71435/741470

Keywords:

Trust, Social Influence, Mobility, Perceived Enjoyment, Customer Satisfaction, Psychological Ownership

Abstract

This study was conducted to analyze and determine the effects of Trust, Social Influence, Mobility, and Perceived Enjoyment on Customer Satisfaction, moderated by Psychological Ownership, among users of the Tring by Pegadaian app in Padang. This was a quantitative study. The population of this study consists of users of the Tring by Pegadaian Kota Padang app, divided into four units: CPS Padang, UPS Purus Baru, UPS Siteba, and UPS Cengkeh, with a sample size of 100 respondents. In this study, analysis was performed using PLS-SEM with SmartPLS 4.0 software. The results of this study indicate that (1) Trust has a positive effect on customer satisfaction with the Tring by Pegadaian app. (2) Social Influence has a positive effect on customer satisfaction with the Tring by Pegadaian app. (3) Mobility has a positive effect on customer satisfaction with the Tring by Pegadaian app. (4) Perceived Enjoyment has a positive effect on customer satisfaction with the Tring by Pegadaian app. (5) Psychological Ownership moderates the effect of Trust on customer satisfaction with the Tring by Pegadaian app. (6) Psychological Ownership does not moderate the effect of Social Influence on customer satisfaction with the Tring by Pegadaian app. (7) Psychological Ownership does not moderate the effect of Mobility on Customer Satisfaction in the Tring by Pegadaian app. (8) Psychological Ownership does not moderate the effect of Perceived Enjoyment on Customer Satisfaction with the Tring by Pegadaian app.

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