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All Journal agriTECH Indonesian Journal on Computing (Indo-JC) IJoICT (International Journal on Information and Communication Technology) JOIN (Jurnal Online Informatika) Sinkron : Jurnal dan Penelitian Teknik Informatika AKSIOLOGIYA : Jurnal Pengabdian Kepada Masyarakat JURNAL MEDIA INFORMATIKA BUDIDARMA Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control Jurnal Sisfokom (Sistem Informasi dan Komputer) J-SAKTI (Jurnal Sains Komputer dan Informatika) Infoman's: Jurnal Ilmu-Ilmu Manajeman dan Informatika JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Edsence: Jurnal Pendidikan Multimedia Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Jurnal Teknik Informatika (JUTIF) J-SAKTI (Jurnal Sains Komputer dan Informatika) eProceedings of Engineering Jurnal INFOTEL Kesatria : Jurnal Penerapan Sistem Informasi (Komputer dan Manajemen) Scientific Journal of Informatics CSRID LOGIC: Jurnal Penelitian Informatika Jurnal Nasional Teknologi Informasi dan Aplikasinya Jurnal Pemanfaatan Teknologi untuk Masyarakat
Rio Guntur Utomo
Universitas Telkom
Agriculture, Biological Sciences & Forestry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Social Sciences Other

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Journal : Scientific Journal of Informatics

 1 
Securing Digital Wallet Loyalty: Unveiling the Impact of Privacy and Security Utomo, Rio Guntur; Yasirandi, Rahmat
Scientific Journal of Informatics Vol. 11 No. 2: May 2024
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/sji.v11i2.2423

Abstract

Purpose: The study investigates the fast-evolving fintech landscape, specifically the impact of digital wallets on the financial industry. It focuses on the competitive digital wallet market in Indonesia, examining how service quality influences user satisfaction and loyalty in a saturated market. By integrating a Security variable into the E-Servqual method, this research aims to offer a new perspective on assessing the effects of digital wallet services on user satisfaction and loyalty. Methods: This study employs the Modified E-Servqual model with an added Security variable to explore how service quality variables like Site Organization, Efficiency, Personal Needs, Privacy, Reliability, Responsiveness, Security, and User’s Friendliness impact customer satisfaction and loyalty in digital transactions. Surveying 287 digital wallet users, mostly GoPay, OVO, ShopeePay and DANA, the research provides a detailed analysis of these variables' effects on E-Customer Satisfaction and E-Customer Loyalty. Result: The findings show that digital wallet users value certain service quality aspects differently in terms of their impact on satisfaction and loyalty. While variables like Reliability, User’s Friendliness, Personal Needs, Privacy, Security, and Efficiency significantly influence user satisfaction, Site Organization and Responsiveness do not. This highlights the importance of security and efficiency in enhancing user satisfaction and loyalty in digital wallets. Novelty: The study's novel contribution is integrating a Security variable into the E-Servqual method, enhancing the assessment of digital wallets' inherent security risks. This integration provides a detailed analysis of how security impacts user satisfaction and loyalty, alongside other service quality factors. This systematic evaluation offers new insights for improving service quality, benefiting companies in the competitive digital wallet market, and informing future research on customer loyalty and provider success.
Co-Authors Ach Disya Milcky Adhitya Cahyadi Ahmad Dzaky Ar Razi Al Makky, Muhammad Alifya Chairunnisa Korosa Andhika Akbar Andika, Ryan Austin Arka Hamzah Septana Aryo Bhagaskoro AS, Andi Annisa Shalsa Hardiyanti Bawono, Marastika Wicaksono Aji Benjamin Caessar Hasudungan Situmea Cecep Nurul Alam Cecep Nurul Alam, Cecep Nurul Cintya Risquna Risquna Dana Sulistyo Kusumo Dawam Dwi Jatmiko Suwawi Devana Setyawati Dimas Prakoso Dita Oktaria Ditya Ilmi Rizqi Ditya Ilmi Rizqi Early Aziza Aulya Iskandar Erlandya, Moch Rizky Gumelar Fahmi Candra Permana Fahmi Septiano Shesta Fahreza Ananda Farisya Setiadi Febrianti, Amalia Rizki Ferdi Feriandi Gamma Kosala Gary Wills, Gary Hidayatus Sholikhin Hilal Hudan Nuha Hita Pradipta Heroestyo Iqbal Jamiarsad Isa Mulia Insan Ismail, Hazim Jonathan Arya Wibowo Kailla, Kimberly Kania Ayu Natya L akshita Anpaduesta Ajid Kirani, Zahra Anadya Kobthong Ladkoom Kusuma Adi Achmad M Alvie Helmuzar Maisyadiva, Rafli Martin Halomoan Tamba Maylawati, Dian Sa'adillah Meilani Kesuma Nababan Mochammad Nabiel Adiputra Moh. Rassel Pramadansyah Mohammad Mirza Qusyairi Mohammad Rizqi Akmaludin Assifa Muhamad Agus Triawan Muhamad Irsan Muhammad Al Makky Muhammad Alfin Arroyan Muhammad Faris Fathoni Muhammad Rifqi Fauzani Muhammad Rizki Illahi Muhammad Rizqi Fadhilah Muhammad Zahwan Latif Muhammad Zahwan Latif Muharman Lubis Nadya Putri Nafisa, Falea Amira Nasruddin, Itsna Siha Arzaqi Adma Naufal, M Farid Niken Dwi Wahyu Cahyani Niken Dwi Wahyu Cahyani Nikita Maulidya Edison Novi Maria Natalia Novian Anggis Suwastika Novian Anggis Suwastika Novian Suwastika Nuha, Hilal H Nurra Aulia Saffana Panji Dirgantara, Deni Parman Sukarno Pattiradjawane, Antonio Bennarivo Pratama, Rakha Satria Putra, Rafli Qori Qonita Qusyairi, Mohammad Mirza Radiana De Salma Raditya Wicaksono Prihatnoko Wicaksono Prihatnoko Rafael Sebastian Rafi Rahardika Sugiharto Rahmat Yasirandi Raja, Arta Novrida Lumban Rajagukguk, Vikka Dwi Nauli Haro Ramanti Dharayani Rezky Maulana Ridha Muldina Negara Rifqi Syafiq Hibatul Aziz Rivaldo Rizky Junior Satria Mandala Sisilia Sylviani Sri Rezeki Stelamaris, Bonefasia Salvatore Sutiyo Tasya, Muhammad Azel Walters, Robert Wiguna, Muhamad Rantau Gangga Yandi Putra Pangestu Yasriandi, Rahmat Yobel Alvino Kastanja Yogi Anggun Saloko Yudhistira Nugraha Yusep Rosmansyah Zahri, Alfitranta Armikha Zelmi Muhammad Adjel Zihan Kalila Gusnan Zihni Nawfal Gusti Fadhillah