Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
P-Index
This Author published in this journals
All Journal Jurnal Ekonomi dan Bisnis Escalate : Economics and Business Journal
Renandia Chandra Putri
Unknown Affiliation
Economics, Econometrics & Finance

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA APLIKASI GOPAY Renandia Chandra Putri; Maysharoh; Daril Fajar Ardiyansyah
Jurnal Ekonomi dan Bisnis Vol. 2 No. 12 (2024): Desember
Publisher : ADISAM PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Financial technology (fintech) has influenced people's behavior in financial transactions, including the use of digital wallets such as GoPay. As mobile phone users and internet access increase, the use of GoPay continues to grow. However, competition with other platforms creates a need to understand user behavior, especially related to service quality and customer satisfaction. This study aims to analyze whether service quality and customer satisfaction affect GoPay user loyalty and whether customer satisfaction and service quality have a direct or indirect effect on customer loyalty through customer satisfaction on the GoPay application. This study uses a quantitative method, which is descriptive in nature which aims to describe the data that has been collected and then draw conclusions even though it is not general. The results of this study indicate that the Service Quality variable (X1) has a positive effect on Customer Satisfaction. This is evidenced by the p-value which shows ≤ 0.05 and t-statistic> 1.64 so that it meets the significance criteria. Then the Service Quality variable (X2) which also has a positive effect on User Loyalty as evidenced by the p-value ≤ 0.05 and t-statistic> 1.64, so that the results show a significant relationship. The last is the Customer Satisfaction variable (X3) also has a positive effect on User Loyalty. This is proven by the p-value ≤ 0.05 and t-statistic > 1.64 which meets the significance criteria.
Analysis of Factors Influencing Satisfaction of BYOND By BSI Application Users in DKI Jakarta Renandia Chandra Putri; Osly Usman; Adnan Kasofi
Escalate : Economics and Business Journal Vol. 4 No. 02 (2026): Escalate: Economics and Business Journal
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Digital banking adoption in Indonesia reaches 80.7% penetration (APJII, 2025), yet BYOND by BSI faces user dissatisfaction post-rebranding despite 3.5 million users, with prior studies showing inconsistent TAM factor effects on Islamic mobile banking satisfaction in urban contexts. This study analyzes the influence of perceived usefulness (X1), ease of use (X2), security (X3), and enjoyment (X4) on user satisfaction (Y) of BYOND by BSI in DKI Jakarta through quantitative cross-sectional survey of 230 purposive respondents (Gen Y dominant, 60% female) from active users (≥6 months), using Likert-6 Google Forms analyzed via SmartPLS 4.0 SEM-PLS with validated reflective measurement (AVE>0.5, CR>0.9, HTMT<0.90, VIF<5). All hypotheses were accepted (p<0.05): X4 (β=0.233, highest), X1 (β=0.236), X3 (β=0.269), X2 (β=0.206, lowest), explaining 59.6% satisfaction variance (adj.R²=0.596; Q²=0.544, large). Hybrid TAM-affective model is confirmed for syariah mobile banking optimization, prioritizing enjoyment and security enhancements.
Co-Authors Adnan Kasofi Daril Fajar Ardiyansyah Maysharoh Osly Usman