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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis
Muhammad Zulfansyah Maulana Isnoe
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Economics, Econometrics & Finance

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Analisis E-Service Quality Aplikasi DANA dalam Memenuhi Customer Satisfaction dengan Menggunakan Dimensi E-Servqual Muhammad Zulfansyah Maulana Isnoe; Anton Mulyono Azis
E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Vol 17 No 2 (2024): JURNAL ILMIAH EKONOMI DAN BISNIS
Publisher : LPPM Universitas Sains dan Teknologi Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/e-bisnis.v17i2.2067

Abstract

DANA is one of the digital wallet service providersoperating in Indonesia since 2018. DANA isranked the third most frequently used digital wallet in Indonesia in 2022. This study aims to determine the effect of e-service quality on customer satisfaction in the DANA application by using the e-servqual dimension which consists of Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact, individually and also simultaneously on Customer Satisfaction of the DANA application. This research uses a quantitative approach that utilizes the survey method to collect data. This study uses an ordinal scale with a sample of 421 respondents with multiple linear regression methods and SPSS software, the results obtained partially the dimensions of Efficiency, Fulfillment, Privacy, Compensation, and Contact have a significant effect on customer satisfaction, while the dimensions of Reliability and Responsiveness do not have a significant effect. However, simultaneously the overall e-service quality has a significant influence on customer satisfaction of the DANA application.
Co-Authors Anton Mulyono Azis