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LUBIS, ADELINA
Master Of Management Study Program, Postgraduate, Universitas Medan Area
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Mengelola Keluhan Digital : Studi tentang Kualitas Komunikasi dan Penanganan Masalah Aplikasi DANA pada Mahasiswa Fakultas Ekonomi Universitas Negeri Medan Lubis, Adelina; Effendi, Ihsan; Alexander Sabastian Pangaribuan; Maysri Handayani Putri Sinaga
Jurnal Ilmiah Aset Vol. 27 No. 2 (2025): Jurnal ASET Vol 27 No 2
Publisher : STIE Widya Manggala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37470/1.27.2.253

Abstract

This study aims to determine the effect of communication quality and problem handling on user complaints of the DANA application, especially for students of the Faculty of Economics, State University of Medan. The background of this study is the increasing user complaints about the DANA application, such as slow customer service response, failed transactions, and lack of clarity in problem solving. This study used a quantitative approach with a survey method, and data were obtained through questionnaires distributed to 100 respondents selected by purposive sampling. The research instrument measured three variables: communication quality (X₁), problem handling (X₂), and user complaints (Y), with a Likert scale of 1-5. The reliability test results show that all variables have Cronbach's Alpha values above 0.8, which means they are highly reliable. The results of multiple linear regression analysis show that communication quality has a positive and significant effect on user complaints (t count = 2.206; sig = 0.03), and problem handling has a significant negative effect (t count = -2.480; sig = 0.015). The simultaneous test (F count = 5.190; sig = 0.007) shows that both variables together have a significant effect on user complaints. This study concludes that improving communication and problem handling can reduce the level of complaints and increase user satisfaction with the DANA application.
Co-Authors Adilla, Syarifah Khalisa Afifah, Roihanah Agnessyah Kardina Simamora Ahmad Fadli Ahmad Fadli Ahmad Prayudi Ahmad Rafiki Alexander Sabastian Pangaribuan Alfahmi, Fikri Alfifto ALZIKRI, ALZIKRI Ampun, Grace Analita Febrina Anak Amrin Mulia U Nasution Anggiani, Siti Aprinawati, Aprinawati Aribowo Aribowo Arifin, Syasyain Audia Junita Aulia Sofiea Putri Barus, Riando Efrata Batubara, Muhammad Taruna Sakti Bhastary, Manda Dwipayahi Deka Gustina Pandiangan Dhian Rosalina, Dhian Dina Aulia Dina Nabillah Effendi , Effendi Ihsan Effendi, Ihsan Eka Dewi Setia Tarigan Ekty Lovenda Ester Sembiring Fanny Amalia Fauzi, Fachri Ali Fitriani Tobing Girsang, Melvin Dominic Prapta Haq, Syukria Resti Haryaji Catur Putera Hasman Hery Syahrial Hesti Sabrina Hutagalung, Gracella Rosnah S Hutapea, Marsela Natalie Ika Melati Puji Asputri Ika Misdayanti Sinaga Ikhwan, Al Ilham Ramadhan Nasution Indah Apriliya Izzah, Edsan Faris Julistia Wardhani Kartika Anggraeni Simbolon Kartika Anggraeni Simbolon Kristin, Okta Viani Kuswardani , Retna Astuti Laila Tawila Lingga, Rosi Dearan S Loriwan Loriwan Lubis, Andi Reza Syahputra Lubis, Nabila Boru Luthfi Azwardy Mahyundari, Adha Manda Dwipayahi Bhastary Marpaung , Irvan Irvan Aldi Josua Maulana, Agung Maysri Handayani Putri Sinaga Mitha Lestari Muhammad Husein Muhammad Ridha Haykal Amal Murad, Miftahuddin Muslim Wijaya Nadila Utami Naibaho, Laura Natalia Nainggolan, Chelsy Nasib Nasution, Muhammad Ali Makmur Nasution, Rizki Fajri Nauval Rachman Siregar Nur Aisyah Nur Aisyah Nurbani, Kharisma Nurul Wardani Lubis Otovia, Tesya Lola Pandiangan, Raja Satrio Panjaitan, Ariel Immanuel Pardede, Meida Rogati Pardosi, Urbano I.R.S Pratama, Ikbar Putri Anggi Oktavia Harahap Putri, Firly Marshanda Rahman Rajagukguk, Lucky Sanjaya Rambe, Barita Jogi Riska Handayani Risky Siagian, Annisya Ritha Dalimunthe Riza Fanny Meutia Rizkan Zulyadi Sagala, Bahari Salqaura, Siti Alhamra Sarah Nabilah Sari Bulan Tambunan Sari, Adelina Puspita Sembiring, Olivia Siagian, Larasati Br Siagian, Nielsen Samuel Panahatan Sihaloho, Rebecca Putri Sihombing, Chardo Silaban, Doni Enriko Simanungkalit, Nurul Amalyiah Simarmata, Rojelita Catrina Sinaga, Lilis Elita Sinaga, Yohana Br Siregar , Muhammad Akbar Siregar, Doly Siregar, Muhammad Akbar Siti Anggiani Syahvira Sitompul, Reginawati Sitorus, Lasria Situmeang, Chandra Situmorang, Hezron Apriadi Situngkir, Jenni br Sri Fajar Ayu Sugito Sugito Sukma, Sabrina Theresia Syahbudin, Jafar Syahreza, Dina Sarah Syahriandy Syahriandy Syarifah Muthia Putri T Teviana Tambunan, Indah Permatasari Tania Syahputri Siregar Telaumbanua, Rizky Idaman Togatorop, Rey Septanislaus Tohap Parulian Tresia L. Naibaho Wan Rizca Amelia Wan Suryani Wiko Rizki Wijaya Wimbi Prima Hadi Wulandari, Artika Yolanda, Natasyah Yudha Maulana Putra Yudha Maulana Putra Yudha Pratesta, Oxy Yusniar Lubis Zul Azmi Mutahajjid