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Customer Satisfaction as a Mediator of the Relationship Between Digital Payment Systems and Customer Loyalty: A PLS-SEM Study of Rosa Flowers Bali

  • Ni Komang Sofie Indiana Sari1*
  • Komang Widhya Sedana Putra2
1,2 Universitas Pendidikan Nasional
* Corresponding Author: Ni Komang Sofie Indiana Sari

Abstract

This study examines the relationship between digital payment systems, customer satisfaction, and customer loyalty, including the mediating role of customer satisfaction at Rosa Flowers Bali. While previous studies have primarily focused on mobile wallets and dedicated payment applications, this study extends the discussion to a small retail florist business where digital payment is part of the broader purchasing experience. A quantitative approach with a cross-sectional design was employed, involving 123 customers selected through purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that digital payment systems have a positive and significant relationship with customer satisfaction (β = 0.809; p < 0.001) and customer loyalty (β = 0.381; p = 0.017). Customer satisfaction also has a positive and significant relationship with customer loyalty (β = 0.416; p = 0.012). Furthermore, customer satisfaction significantly mediates the relationship between digital payment systems and customer loyalty (β = 0.337; p = 0.019), indicating partial mediation. These findings contribute empirical evidence on the role of digital payment experiences in shaping customer satisfaction and loyalty within a small retail florist context. The findings suggest that businesses may consider improving the convenience, security, flexibility, and efficiency of their payment processes to support customer satisfaction. However, the findings should be interpreted in light of the cross-sectional design and the study's focus on a single business at one location.

Keywords

Digital Payment Systems Customer Satisfaction Customer Loyalty Partial Least Squares Structural Equation Modeling Rosa Flowers Bali

How to Cite

Citation Format
Indiana Sari, N. K. S., & Sedana Putra, K. W. (2026). Customer Satisfaction as a Mediator of the Relationship Between Digital Payment Systems and Customer Loyalty: A PLS-SEM Study of Rosa Flowers Bali. International Journal of Management Science and Information Technology, 6(2), 3195-3205. https://doi.org/10.35870/ijmsit.v6i2.9061

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Author Biographies

Ni Komang Sofie Indiana Sari, Universitas Pendidikan Nasional

Management Study Program, Faculty of Economics and Business, Universitas Pendidikan Nasional, Denpasar City, Bali Province, Indonesia

Komang Widhya Sedana Putra, Universitas Pendidikan Nasional

Management Study Program, Faculty of Economics and Business, Universitas Pendidikan Nasional, Denpasar City, Bali Province, Indonesia

License

Copyright (c) 2026 Ni Komang Sofie Indiana Sari, Komang Widhya Sedana Putra

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

This is an open-access journal distributed under the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, reproduction, and adaptation in any medium (even commercially), provided appropriate credit is given to the original author(s), a link to the license is provided, and any changes made are indicated. Authors retain copyright without restrictions and grant the journal the right of first publication as well as non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

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