The effect of convenience, efficiency, and customer service on decision to use Dana digital wallet and consumer loyalty in Medan

Yang, Rachel (2023) The effect of convenience, efficiency, and customer service on decision to use Dana digital wallet and consumer loyalty in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Digital wallets are one of the most popular payment methods compared to other payment methods today. Convenience is the saving of time and energy in using the application to make it easier for users when looking for products and offers according to what they want. Efficiency is used in measuring the excellence and accuracy of services received by online customers. customer loyalty plays an important role in creating a sustainable competitive advantage so companies can develop better in the long term. The sampling method used in this study is a non-probability sampling method, specifically snowball sampling with quantitative research. The data is analyzed using SEM-AMOS with 100 respondents, the research model is tested using normality, confirmatory factor analysis, and reliability test, then hypothesis tests. The purpose of this study is to evaluate whether Convenience, Efficiency, or Customer Service has the greatest influence on the Decision to Use Dana Digital Wallet and customer loyalty in Medan. The study has indicated that Convenience and Customer Service have a significant influence on the Decision to Use. While Efficiency does not influence the Decision to Use. Also, the Decision to Use has a significant influence on Customer Loyalty of Dana Digital Wallet in Medan. / Dompet digital merupakan salah satu metode pembayaran yang paling populer dibandingkan dengan metode pembayaran lainnya saat ini. Kemudahan adalah penghematan waktu dan tenaga dalam menggunakan aplikasi sehingga memudahkan pengguna saat mencari produk dan penawaran sesuai dengan yang diinginkan. Efficiency digunakan dalam mengukur keunggulan dan ketepatan layanan yang diterima oleh pelanggan online. loyalitas pelanggan memegang peranan penting dalam menciptakan keunggulan kompetitif yang berkelanjutan sehingga perusahaan dapat berkembang lebih baik dalam jangka panjang. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah metode non- probability sampling, khususnya snowball sampling dengan jenis penelitian kuantitatif. Data dianalisis dengan menggunakan SEM-AMOS dengan 100 responden, model penelitian diuji dengan uji normalitas, confirmatory factor analysis dan uji reliabilitas, kemudian uji hipotesis dilakukan dengan uji hipotesis. Tujuan dari penelitian ini adalah untuk mengevaluasi antara Kemudahan, Efisiensi, Layanan Pelanggan memiliki pengaruh terbesar terhadap Keputusan Penggunaan Dompet Digital Dana dan loyalitas pelanggan di Medan. Hasil penelitian menunjukkan bahwa Kenyamanan dan Layanan Pelanggan memiliki pengaruh yang signifikan terhadap Keputusan Penggunaan. Sementara Efisiensi tidak memiliki pengaruh yang signifikan terhadap Keputusan Penggunaan. Selain itu, Keputusan untuk Menggunakan memiliki pengaruh yang signifikan terhadap Loyalitas Pelanggan Dompet Digital Dana di Medan.

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