Quality Analysis of DANA Application on the Customer Satisfaction using MS-Qual in Manado, North Sulawesi

Authors

  • Joe Yuan Mambu Universitas Klabat
  • Laureenanda Mea
  • Erlina Sumanto
  • Erienika Lompoliu

DOI:

https://doi.org/10.31294/paradigma.v24i2.1383

Keywords:

e-wallet, DANA Application, MS-Qual, mobile application

Abstract

E-wallet is an electronic wallet that can be used as an integrated payment instrument. In addition, because of the development of this technology, many people have become experts in a cashless society, which means that people rarely use cash in making transactions and then replace it with an e-wallet. DANA application is a platform in the form of a digital wallet that is created to facilitate every transaction that will be carried out by the community. For this reason, this study aims to determine what factors affect people's satisfaction in the city of Manado for users who used it. The method used by researchers to obtain data in the measurement is by distributing questionnaires to the people of the city of Manado. And measure it with the M-S-Qual method which consists of nine variables, namely efficiency, system availability, content, privacy, fulfillment, responsiveness, contact, compensation, and payment. By taking a sample of 135 respondents in filling out the questionnaire and using the multiple regression analysis formula with a p-value of 0.05, the research uses a quantitative approach. The results of the calculation of the hypothesis test using SPSS 26.0 software, it turns out that compensation, contact, payment has a number > 0.05 for the p-value so that the hypothesis is rejected. And for the dimensions of efficiency, system availability, content, privacy, compliance, responsiveness has an influence with a number <0.05 for the p-value so that the hypothesis is accepted.

References

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Published

2022-09-02

How to Cite

Mambu, J. Y., Mea, L., Sumanto, E., & Lompoliu, E. (2022). Quality Analysis of DANA Application on the Customer Satisfaction using MS-Qual in Manado, North Sulawesi. Paradigma - Jurnal Komputer Dan Informatika, 24(2), 144-151. https://doi.org/10.31294/paradigma.v24i2.1383

Issue

Vol. 24 No. 2 (2022): September 2022 Period

Section

Articles

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Copyright (c) 2022 Joe Yuan Mambu, Laureenanda Mea, Erlina Sumanto, Erienika Lompoliu

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