Model Kepuasan Pengguna Aplikasi E-Wallet Dana

Authors

  • Angga Setiawan Universitas Mercu Buana
  • Bernadetta Maria Universitas Mercu Buana
  • Farida Etik Endriyati Universitas Mercu Buana
  • Muhammad Fuad Wijanarko Universitas Mercu Buana
  • Siti Marliya Universitas Mercu Buana

DOI:

https://doi.org/10.31316/jk.v6i4.4305

Abstract

Abstrak

Penelitian bertujuan untuk mengetahui kondisi masing-masing variabel kualitas pelayanan, keamanan dan kemudahan transaksi serta kepuasan penggunaan e-wallet DANA, serta menganalisis dan menguji pengaruh kualitas pelayanan, keamanan, dan kemudahan transaksi terhadap kepuasan pengguna. Jenis penelitian ini termasuk penelitian kausalitas, dimana dilakukan dengan metode explanatory survey dengan menyebarkan kuisioner kepada 120 pengguna e-wallet DANA di Jabodetabek dan luar Jabodetabek yang telah menggunakan aplikasi DANA setidaknya dua kali. Alat analisis yang digunakan dalam pengolahan data dengan menggunakan Structural Equation Modelling (SEM) berbasis varian (Smart-PLS). Hasil  penelitian ini menunjukkan bahwa kemudahan transaksi dan kualitas mempunyai pengaruh  signifikan terhadap kepuasan penggunanaan e-wallet, sedangkan persepsi kemananan tidak berpengaruh signifikan terhadap kepuasan.

Kata Kunci: Kualitas layanan, keamanan, kemudahan bertransaksi, kepuasan pelanggan

References

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Published

2022-12-17

Issue

Vol. 6 No. 4 (2022): Desember 2022

Section

Articles

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Copyright (c) 2022 Angga Setiawan, Bernadetta Maria, Farida Etik Endriyati, Muhammad Fuad Wijanarko, Siti Marliya

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