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All Journal al-Uqud : Journal of Islamic Economics JIKA: Jurnal Ilmu Keuangan dan Perbankan Jurnal Manajemen dan Bisnis Jayakarta
Wati, Ina Kartika
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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How Millennials Assess the Usability of E-Wallets Wati, Ina Kartika; Soma, A M; Ispriyahadi, Heri
Jurnal Ilmu Keuangan dan Perbankan (JIKA) Vol. 13 No. 2: June 2024
Publisher : Program Studi Keuangan & Perbankan, Fakultas Ekonomi dan Bisnis, Universitas Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34010/jika.v13i2.12526

Abstract

This study investigates the impact of internet and technological advancements on millennials (born between 1981 and 2000), particularly focusing on their adoption of digital payment systems, notably the DANA platform. It examines whether millennial satisfaction with digital payment services, amidst FOMO trends, influences their loyalty to the platform. This research utilizes quantitative methods and Smart PLS for analysis with 108 millennial participants, emphasizing gender distribution and age range. The results indicate a significant correlation between electronic satisfaction (E-satisfaction) and electronic loyalty (E-Loyalty) among users, suggesting that higher satisfaction leads to increased loyalty. These findings highlight the platform's sustainability amid evolving millennial behaviors and FOMO trends, offering valuable insights into consumer dynamics and digital payment platforms' success.
Improving digital payment system services: The impact of e-service quality and e-Loyalty on user preferences Soma, AM; Wati, Ina Kartika; Ispriyahadi, Heri
al-Uqud : Journal of Islamic Economics Vol. 8 No. 2 (2024): July
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/al-uqud.v8n2.p302-313

Abstract

This research aims to provide deeper insights into user preferences and the factors influencing their choices in using Digital Payment Systems, particularly in the context of the DANA e-wallet as an alternative to BI-Fast during service improvement periods. The study focuses on key variables such as E-System Quality and E-Loyalty. The findings indicate that the constructs of E-Loyalty and E-Service Quality demonstrate high levels of validity and reliability, and there exists a significant relationship between electronic service quality and electronic loyalty. Data analysis also identifies specific dimensions of DANA e-wallet service quality that have a significant impact on user preferences and loyalty levels. Factors such as compensation, ease of link access, and ease of contacting customer service are aspects that need attention to enhance service quality. Thus, the research conclusion provides valuable guidance for other Digital Payment Systems owners or managers to improve their service quality and strengthen customer relationships, akin to what is done by DANA e-wallet. These findings offer valuable guidance for other e-wallet owners or managers to enhance their service quality, focusing on aspects such as compensation, link access convenience, and ease of contacting customer service. The importance of improving electronic service quality to achieve higher customer loyalty should be emphasized by stakeholders in the digital payment industry, with specific steps that can be taken based on these findings to strengthen customer relationships and maintain competitive advantages.
ANALISIS E-SERVICE QUALITY TERHADAP E-LOYALTY: STUDI PENGGUNA GOPAY PADA GENERASI X, Y, DAN Z Wati, Ina Kartika; Mumdin, Ali; Soma, AM
Jurnal Manajemen & Bisnis Jayakarta Vol 5 No 02 (2024): Vol. 05 No. 02 Januari 2024
Publisher : Sekolah Tinggi Ilmu Ekonomi Jayakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53825/jmbjayakarta.v5i2.216

Abstract

Background: The use of Electronic Payment Systems has permeated daily life, influencing the financial habits of various generations. In this context, GoPay, as a Digital Payment System provider, needs to understand the impact of Electronic Service Quality (E-SerQual) on the financial habits and consumer loyalty of Generation X, Millennials, and Generation Z. Research Objective: The study aims to investigate how E-SerQual on GoPay affects the level of user loyalty across three different generations. Factors such as system availability, fulfillment, responsiveness, and compensation will be evaluated to understand their impact on users' decisions to continue using the GoPay service. Method: The research employs a quantitative confirmatory method using the Smart PLS application. One hundred fifty respondents from three generations participated, with multi-group analysis used to compare the results among Generation X, Millennials, and Generation Z. Findings: The research results indicate a positive and significant relationship between E-SerQual and E-Loyalty in all generations. Generation Z shows the most robust impact, followed by Millennials, and then Generation X. Results and Recommendations: It was found that understanding the different preferences and responses of each generation is crucial for developing more effective marketing strategies. Recommendations include enhancing the electronic service experience to improve consumer loyalty across all generations.
Co-Authors Ispriyahadi, Heri Mumdin, Ali Soma, A M Soma, AM