The Influence of Product and Service Quality on Satisfaction, with the Mediation of Perceived Value on Linkaja Users in Padang City

The rapid growth of digital financial technology (fintech) has changed payment behavior worldwide, with e-wallets becoming a popular choice. However, user satisfaction remains a major challenge in this competitive market. This study examines the influence of Product Quality and Service Quality on Customer Satisfaction, with Customer Perceived Value as a mediator among LinkAja e-wallet users in Padang City. The research is motivated by the rising use of fintech services, highlighting the importance of product and service quality in creating value and satisfaction. A quantitative method was employed, collecting data through questionnaires distributed to 280 LinkAja users domiciled in Padang City. Data analysis used Structural Equation Modeling (SEM) with Partial Least Squares (PLS) via SmartPLS 4. Results indicate Product Quality and Service Quality significantly affect Customer Perceived Value and Customer Satisfaction. Additionally, Customer Perceived Value significantly mediates the link between Product Quality, Service Quality, and Customer Satisfaction. These findings support the Expectation Disconfirmation Theory (EDT), which explains that satisfaction arises from comparing expectations with service performance perceptions. This study contributes theoretically to fintech consumer behavior models and offers practical insights for companies to enhance service quality and perceived value.