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All Journal Value: Jurnal Manajemen dan Akuntansi Jurnal Sosial dan Sains
Iswandari, Lucia
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Humanities Astronomy Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Library & Information Science Physics Social Sciences

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Analisa Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Metode Importance Performance Analysis Pada E-Wallet Linkaja Di Kota Yogyakarta Fathoni, Rahmat; Kurniawan, Hari; Iswandari, Lucia
Jurnal sosial dan sains Vol. 5 No. 7 (2025): Jurnal Sosial dan Sains
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsosains.v5i7.32410

Abstract

Technological and financial advances in Indonesia have had a significant impact. Intense market competition triggers changes in competition between companies. Linkaja is a digital financial service that was merged between Telkomsel and members of a state-owned enterprise (BUMN), one of the four top-ranked E-wallet platforms in Indonesia. In 2020, Linkaja signed a funding agreement of $100 million in a series B round. However, these funds have not provided good service to ensure customer satisfaction. This study aims to determine the effect of service quality on customer satisfaction provided by the Linkaja E-wallet. This research is a quantitative study; the sample used was 100 Linkaja E-wallet users in the city of Yogyakarta, divided into gender and age groups. While the data analysis technique uses simple linear regression analysis and importance performance analysis, the results of the analysis show that service quality has a positive or significant effect on customer satisfaction given the Linkaja E-wallet. While the results of the importance performance analysis through the calculation of Tki found a total score of 95.99% in this case, indicating that the quality of services provided by the Linkaja E-wallet company has not met consumer satisfaction, Meanwhile, the 12 attribute statements show three attributes that the Linkaja E-wallet must improve, namely attributes regarding promo prices, customer service, and in-app fonts.
Pengaruh Perilaku Menabung terhadap Perilaku Finansial dan Kepuasan Finansial pada Anggota Koperasi Simpan Pinjam: Apakah Gender menjadi Moderator? Iswandari, Lucia
Value : Jurnal Manajemen dan Akuntansi Vol. 20 No. 3 (2025): September - Desember 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jv.v20i3.7764

Abstract

In the midst of the current economic dynamics of society, especially for members of savings and loan cooperatives, individual behavior in managing finances is very important. This study aims to examine the effect of saving behavior on financial behavior that mediates financial satisfaction by considering the moderating role of gender. This study was conducted by taking samples using purposive sampling on active members of savings and loan cooperatives in the Special Region of Yogyakarta. The analysis method of this research used a regression approach by applying PROCESS Macros Ver. 5.0 for SPSS. The results of the study indicated that saving behavior has a positive and significant effect on financial behavior, and financial behavior has a significant effect on financial satisfaction. However, the direct and indirect effects of saving behavior on financial satisfaction was not significant. In addition, a gender moderation effect was found, where the relationship between savings behavior and financial behavior was stronger in female than in male respondents. The results of this study encourage the development of financial education that not only emphasizes savings, but also the formation of healthy financial behavior, by considering differences in gender characteristics.
Co-Authors Fathoni, Rahmat Kurniawan, Hari