ANALISIS E-SERVICE QUALITY APLIKASI DANA DALAM MEMENUHI CUSTOMER SATISFACTION DENGAN MENGGUNAKAN DIMENSI E-SERVQUAL
DOI:
https://doi.org/10.51903/e-bisnis.v17i2.2067Keywords:
E-SERVQUAL, Kepuasan Konsumen, Kualitas Layanan Elektronik.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.
References
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Pramesti, W. E., Setianingsih, W. E., & Puspitadewi, I. (2023). Analisis Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia (BSI) Cabang Jember. Jurnal Penelitian Ipteks, 8(1).
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Qurratu’aini Salsabila, K., & Sari, D. (2022). YUME : Journal of Management Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan Pada Layanan ShopeeFood. YUME : Journal of Management, 5(2), 265–272. https://doi.org/10.2568/yum.v5i2.1626
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690
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San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62. https://doi.org/10.31580/jmis.v3i1.1452
Sri Wahyuni, D., & Samarinda, S. (2021). PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN KONSUMEN PADA CV BAHAGIA SAMARINDA. Business, Entrepreneuship and Finance, 1(2). https://doi.org/10.53067/ijebef
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Tjiptono, F., & Diana, A. (2022). Manajemen dan Strategi Kepuasan Pelanggan (A. Diana, Ed.; 1st ed., Vol. 1). ANDI.
Wibowo, F. X. P. (2023). Pengolahan dan Analisa Data Statistika dengan SPSS (C. Mitak, Ed.; 1st ed.). ANDI.
Ahdiat, A. (2024, February 1). Penetrasi Internet di Indonesia Capai 79% pada 2024. Databoks. https://databoks.katadata.co.id/datapublish/2024/02/01/penetrasi-internet-di-indonesia-capai-79-pada-2024
Astri Widayanti, D., Rahayu, S., Dharma Adi Unggul Bhirawa Surakarta, U., & Tengah, J. (2023). Pengaruh Kualitas E-Service terhadap Kepuasan Pelanggan Pengguna E-commerce Shopee. In Jurnal Ilmiah Ekonomi dan Bisnis (Vol. 2, Issue 1).
Azhar, M. F., & Tantra, T. (2024). Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap Kepuasan. E-Proceeding of Management, 11(2). http://https://openlibrary.telkomuniversity.ac.id/home/epublication/id/36.html
Batrisyia, D., & Waluyo, M. (2022). Analysis of the Effect of E-Services Quality on Customer Satisfaction and Repurchase Decisions on E-Commerce Shopee. In Inovbiz: Jurnal Inovasi Bisnis (Vol. 10). www.ejournal.polbeng.ac.id/index.php/IBP
Billyarta, G. W., & Sudarusman, E. (2021). PENGARUH KUALITAS LAYANAN ELEKTRONIK (E-SERVQUAL) TERHADAP KEPUASAN KONSUMEN PADA MARKET PLACE SHOPEE DI SLEMAN DIY. Optimal Jurnal Ekonomi Dan Bisnis Aktual, 18(1), 41–62.
Cakti, A. (2021, March 2). Studi: Pengguna dompet digital meningkat drastis di masa Covid-19. ANTARA. https://www.antaranews.com/berita/2022936/studi-pengguna-dompet-digital-meningkat-drastis-di-masa-covid-19
CIMB Niaga. (2020). Fintech Report 2020: Maintaining Growth during Pandemic.
Cloudeka.id. (2023, July 26). Mengenal Sejarah Internet di Indonesia. Lintasarta Cloudeka.
Deviani, W. A., Kusumahadi, K., & Nurhazizah, E. (2022). View of Service Quality For Digital Wallet In Indonesia Using Sentiment Analysis And Topic Modelling. International Journal of Business and Technology Management , 4(1), 46–58. https://doi.org/https://doi.org/10.55057/ijbtm.2022.4.1.6
Dhanesworo Sahistya. (2022). Dompet Digital Makin Diminati. KataData.Co.Id. https://katadata.co.id/infografik/639fe20e7f7e1/dompet-digital-makin-diminati
Iskantika, Y., & Nuryuliani. (2022). Analisis Pengaruh Service Quality Terhadap Kepuasan Pengguna Aplikasi Gojek Menggunakan Metode Servqual. https://www.journal.uniba.ac.id/index.php/PSD/article/view/374
Ivastya, R., & Fanani, Z. (2020). The Impact of E-Service Quality on E-Satisfaction and Implications on B2C shopee.com the online Repurchase: A case study of Indonesia. International Journal of Advances in Scientific Research and Engineering, 06(07), 01–09. https://doi.org/10.31695/ijasre.2020.33842
Kominfo. (2021). Bisnis E-Commerce Semakin Gurih. https://www.kominfo.go.id/content/detail/32999/bisnis-e-commerce-semakin-gurih/0/artikel
Mahendri, W., & Sholiha, A. (2022). PENGARUH E-SERVICE QUALITY DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN PELANGGAN PENGGUNA APLIKASI DANA. Jurnal Administrasi Kantor, 10(2), 265–275.
Maleyeff, J. (2022). Quality Service Management (Vol. 1). Newgen Publishing UK.
Mamakou, X. J., Zaharias, P., & Milesi, M. (2023). Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience. International Journal of Quality and Reliability Management. https://doi.org/10.1108/IJQRM-07-2021-0215
Maziriri, E. T., Chuchu, T., & Rukuni, T. F. (2023). An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa. Journal of Consumer Sciences, 8(3), 234–256. https://doi.org/10.29244/jcs.8.3.234-256
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Populix. (2022). Consumer Preference Towards Banking and E-Wallet Apps. https://info.populix.co/articles/report/digital-banking-survey/
Pradnyana, I. P. G. D. (2023). The Effect of Service Quality and E-Service Quality on Customer Satisfaction in Bukit Vista Hospitality Customers. International Journal of Review Management Business and Entrepreneurship (RMBE), 3(1), 64–75. https://doi.org/10.37715/rmbe.v3i1.3932
Pramesti, W. E., Setianingsih, W. E., & Puspitadewi, I. (2023). Analisis Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia (BSI) Cabang Jember. Jurnal Penelitian Ipteks, 8(1).
Pranitasari, D., & Sidqi, A. N. (2021). Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode E-Service Quality dan Kartesius. Jurnal Akuntansi Dan Manajemen, 18(02), 12–31. https://doi.org/10.36406/jam.v18i02.438
Putri, R. S., Astiti, S., & Amriza, R. N. S. (2022). Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan E-Commerce Jd.Id Menggunakan Metode E-Servqual. JURNAL MEDIA INFORMATIKA BUDIDARMA, 6(2), 1207. https://doi.org/10.30865/mib.v6i2.3893
Qurratu’aini Salsabila, K., & Sari, D. (2022). YUME : Journal of Management Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan Pada Layanan ShopeeFood. YUME : Journal of Management, 5(2), 265–272. https://doi.org/10.2568/yum.v5i2.1626
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690
Salome, I. O., Ayotunde, O. A., Samuel, O. O., & Samuel, O. O. (2022). FROM SERVICE QUALITY TO E-SERVICE QUALITY: MEASUREMENT, DIMENSIONS AND MODEL. Journal of Management Information and Decision Sciences, 25(1), 1–15.
San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62. https://doi.org/10.31580/jmis.v3i1.1452
Sri Wahyuni, D., & Samarinda, S. (2021). PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN KONSUMEN PADA CV BAHAGIA SAMARINDA. Business, Entrepreneuship and Finance, 1(2). https://doi.org/10.53067/ijebef
Sugiyono. (2022). Metode Penelitian Manajemen (Setiyawami, Ed.; 1st ed.). ALFABETA.
Tjiptono, F. (2022). Service Management: Mewujudkan Layanan Prima Edisi 4 (A. Diana, Ed.; 4th ed., Vol. 1). ANDI Yogyakarta. https://books.google.co.id/books?hl=en&lr=&id=6n6REAAAQBAJ&oi=fnd&pg=PA4&dq=%22fandy+tjiptono%22+customer+satisfaction&ots=GtC1tKNixz&sig=L99GjfS4liDt_67uHUHS3Vgjp6s&redir_esc=y#v=onepage&q=%22fandy%20tjiptono%22%20customer%20satisfaction&f=false
Tjiptono, F., & Diana, A. (2019). Kepuasan Pelanggan - Konsep, Pengukuran, dan Strategi (A. Diana, Ed.). ANDI.
Tjiptono, F., & Diana, A. (2022). Manajemen dan Strategi Kepuasan Pelanggan (A. Diana, Ed.; 1st ed., Vol. 1). ANDI.
Wibowo, F. X. P. (2023). Pengolahan dan Analisa Data Statistika dengan SPSS (C. Mitak, Ed.; 1st ed.). ANDI.
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Published
2024-12-02
How to Cite
Muhammad Zulfansyah Maulana Isnoe, & Anton Mulyono Azis. (2024). ANALISIS E-SERVICE QUALITY APLIKASI DANA DALAM MEMENUHI CUSTOMER SATISFACTION DENGAN MENGGUNAKAN DIMENSI E-SERVQUAL. E-BISNIS: JURNAL ILMIAH EKONOMI DAN BISNIS, 17(2), 199–214. https://doi.org/10.51903/e-bisnis.v17i2.2067
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