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Ruruh Wuryani
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Agriculture, Biological Sciences & Forestry Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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The Role of Service Quality, Trust, and Security in Enhancing Customer Satisfaction in Digital Wallet DANA Applications Vivin Hanitha; Angreni, Tri; Hendra; Ruruh Wuryani
RUBINSTEIN Vol. 4 No. 2 (2026): RUBINSTEIN (juRnal mUltidisiplin BIsNis Sains TEknologI & humaNiora)
Publisher : LP3kM Buddhi Dharma University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31253/rubin.v4i2.4631

Abstract

Financial technology has encouraged the widespread adoption of digital wallet applications as practical and efficient tools for conducting payment transactions. This study aims to analyze the influence of service quality, trust, and security on customer satisfaction among users of the DANA digital wallet application in Tangerang City. This research employed a quantitative approach using survey questionnaires distributed to DANA 100 users with purposive sampling techniques. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine the relationships among the variables. The results indicate that service quality has a positive and significant effect on customer satisfaction. Meanwhile, trust and security demonstrate positive but statistically insignificant effects on customer satisfaction. This finding implies that although users perceive trust and security as important factors, these variables do not strongly determine satisfaction levels in this study. Furthermore, the R-Square value of 0.739 indicates that service quality, trust, and security collectively explain 73.9% of the variance in customer satisfaction, the other 26.1% is influenced by other factors.
Co-Authors Hendra Tri Angreni Vivin Hanitha