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

Abrilia, N. D. (2020). Pengaruh Persepsi Kemudahan Dan Fitur Layanan Terhadap Minat Menggunakan E-Wallet Pada Aplikasi Dana Di Surabaya. J. Pendidik. Tata Niaga JPTN, 8(3, Art. no. 3).

Arthur, G. (2018). Hal yang Perlu Diketahui Soal DANA, Dompet Digital Besutan Anak Negeri. https://www.liputan6.com/bisnis/read/3802191/hal-yang-perlu-diketahui-soal-dana-dompet-digital-besutan-anak-negeri

Darmawan, A. K., Siahaan, D. O., Susanto, T. D., Hoiriyah, B. A. U., & Anwari. (2020, November). E-Service Quality Assesment of Mobile-based Smart Regency with M-S-QUAL Approach. 2020 3rd International Conference on Information and Communications Technology (ICOIACT. https://doi.org/10.1109/icoiact50329.2020.9331965.

Fatoni, S. N., Susilawati, C., Yulianti, L., & Iskandar, I. (2020). Dampak Covid-19 terhadap perilaku konsumen dalam penggunaan e-wallet di Indonesia. In KTI LP2M. http://digilib.uinsgd.ac.id/30953/

Hair, J. F., Money, A. H., Samouel, P., & Page, M. (2007). Research methods for business. Education+ Training.

Hermawan, I. (2019). Metodologi Penelitian Pendidikan (Kualitatif, Kuantitatif dan Mixed Method). Hidayatul Quran.

Huang, E. Y., Lin, S.-W., & Fan, Y.-C. (2015). M-S-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126–142. https://doi.org/10.1016/j.elerap.2015.01.003

Morrisan, M. A. (2012). Metode penelitian survei. Kencana.

Ngaini, S. N. (2019). Analisis Pengaruh MS-QUAL Terhadap Kualitas Layanan (service) produk fisik dan produk virtual pada E-commerce Bukalapak di Daerah Yogyakarta. Universitas Islam Indonesia.

Silaen, E., & Prabawani, B. (2019). Pengaruh Persepsi Kemudahan Menggunakan E-Wallet Dan Persepsi Manfaat Serta Promosi Terhadap Minat Beli Ulang Saldo E-Wallet Ovo. J. Ilmu Adm. Bisnis, 8(4, Art. no. 4).

Downloads

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, 24(2), 144-151. https://doi.org/10.31294/paradigma.v24i2.1383