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Finnah Fourqoniah
Universitas Mulawarman
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mechanical Engineering Physics Social Sciences Other

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Journal : Dinasti International Journal of Economics, Finance

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Consumer Perceptions of Sustainable Use of Digital Wallets: A Monitoring Study of Users in the DANA Application Simorangkir, Andriy Hasiholan; Fourqoniah, Finnah
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 3 (2025): Dinasti International Journal of Economics, Finance & Accounting (July-August 2
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i3.4522

Abstract

This study aims to analyze the level of consumer satisfaction with the DANA application as a digital wallet service provider, using five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. This study is a quantitative study conducted through a survey method, using a non-probability sampling technique. Data were collected using questionnaires and data triangulation through interviews. Data analysis includes the calculation of the arithmetic mean, SERVQUAL analysis, and importance performance analysis. The survey was conducted on 91 people who are active users of the DANA Application digital wallet. The results of the study showed that the performance of the DANA application in serving consumers was considered good with an average total score of 4.09. Meanwhile, consumer expectations of service quality are in the very high category, with an average score of 4.7. The total average difference (GAP) of -0.61 indicates that DANA's service quality is perceived as quite ordinary by consumers. In addition, the average total performance-importance value of 87% shows that the level of consumer satisfaction with service quality based on the five quality dimensions is not optimal
Co-Authors Abdul Madir Ichsan Ernawan Adithia Anggrahi Marjani Asniati Afifah Afifah Agwesti Yasshyka Ahmad Iqzal Ajzahrah, Putri Salsa Akbar, Paisal Althalets, Fareis Amjad Hamad Abdullah Ananta, Nur Mellayanti Andrean, Andrean Andreana, Angelika Gita Andriana, Ana Noor Angelina, Septi Anggilia Putri Nuryana Aningrum, Yesy Aprilia Putri Listiana Aprillia Pratiwi Putri Aransyah, Muhammad Fikry Arieyasmieta, Wildan Lutfi Arif Maulana Ramdhani Arsyad, Annisa Wahyuni Arwin Sanjaya Ayu Fil Akhirati Bambang Irawan Bella Widya Septianty Budiman Budiman Bukhari, Akhmad Dari, Trisna Pitaloka Wulan Derama, Trisda Dharma Saputra Dyan Wulan Sari Hs Eva Muliyani Faried Manaf Farmawati, Windie Karina Fikry Aransyah, Muhammad Fina Rabya Syabina Kusuma Fitri Fitri Hera Hera Hera Hera Hetami, Adietya Arie Hijrah, Lailatul Intan Thania Amelia Juwita Z Khanaya Putri Laura Viviana Ardiansyah Mahriani, Moni Wulan Manaf, Faried Mardalena Ardiyani Maria Uba Dosi Mawasirah, Mawasirah Melda Melda Muhammad Ikbal Muhammad Noor MUHAMMAD REZA FAHLEVY Murni Murni Nadratul Naima Nadroh, Ummi Nanda Agus Tina Nanda Agus Tina Nur Erika Novira Indah Nur Jannah Poppy Alvianolita Anistasya Puspita, Desi Rahmayana Rahmayana Reza Riandani Riyan Danu Setiawan Rohmah, Ainun Nimatu Sada, Andi Anwar Salsabila Sari, Merianti Setya Maulana Pratama Simorangkir, Andriy Hasiholan Sugeng, Santoso Syafira Rahmalia Indah Syafitri Syafitri Syam, Syahrani Tika Umilatul Muniroh Tri Handayani Triono, Deni Trisna Pitaloka Wulan Dari Wediawati, Tuti Wira bharata Yudha Prakasa Yuliana Bulan