The influence of reliability, privacy, apps design, and customer service and support towards e customer satisfaction and e customer loyalty on Ovo in Medan

Maulana, Alief Ridzki (2024) The influence of reliability, privacy, apps design, and customer service and support towards e customer satisfaction and e customer loyalty on Ovo in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The COVID-19 pandemic has had a tremendous impact on the worldwide population as well as the Indonesian people. During the pandemic, the public is encouraged to use non-cash payments to prevent the spread of the COVID-19 virus. It is important for OVO as one of the largest digital payment products in Indonesia to maintain and increase the actual usage of customers in using digital payment to lead the market amid increasingly fierce competition. The purpose of this study is to evaluate the difference whether Reliability, Privacy, Apps Design, Customer Service, and Support have an influence on E E-customer satisfaction and E E-customer loyalty of OVO.Primary and secondary data are used in this research, and the questionnaires are distributed to OVO users in Medan. Data is measured by validity and reliability tests on 120 samples. The sampling method used in this study is the non-probability sampling method, specifically snowball sampling. The data is analyzed using SPSS 25.0. The data was also tested with multiple linear regression and coefficient of determination tests, and hypothesis tests were done with the F-Test, T-Test, and Sobel Test. The study has indicated that privacy, app design, customer service, and support have a significant influence on e-customer satisfaction on OVO in Medan partially and simultaneously, also, e-customer satisfaction on OVO having significant influence towards e-customer loyalty of OVO in Medan. On this basis, future research is recommended to examine the role of the above variables towards other types of online applications. /Pandemi Covid-19 memberikan dampak yang luar biasa terhadap masyarakat dunia dan juga masyarakat Indonesia. Di masa pandemi, masyarakat diimbau untuk menggunakan pembayaran nontunai untuk mencegah penyebaran virus Covid-19. Penting bagi OVO sebagai salah satu produk pembayaran digital terbesar di Indonesia dalam mempertahankan dan meningkatkan aktual penggunaan pelanggan dalam menggunakan pembayaran digital agar dapat memimpin pasar di tengah persaingan yang semakin ketat. Tujuan dari penelitian ini adalah untuk mengevaluasi antara Keandalan, Privasi, Desain Aplikasi, Layanan dan Dukungan Pelanggan yang mempunyai pengaruh besar terhadap Kepuasan Pelanggan Elektronik dan Loyalitas Pelanggan Elektronik OVO. Data primer dan sekunder digunakan dalam penelitian ini, kuesioner disebarkan kepada pengguna OVO di Medan, Data diukur dengan uji validitas dan reliabilitas terhadap 120 sampel. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah metode non-probability sampling, yaitu snowball sampling. Data dianalisis menggunakan SPSS 25.0. Data juga diuji dengan regresi linier berganda dan uji koefisien determinasi, serta uji hipotesis dilakukan dengan Uji F, Uji T dan Uji Sobel. Hasil penelitian menunjukkan bahwa privasi, desain aplikasi, layanan pelanggan dan dukungan mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan elektronik pada OVO di Medan secara parsial dan simultan, serta kepuasan pelanggan elektronik pada OVO mempunyai pengaruh yang signifikan terhadap loyalitas pelanggan elektronik OVO di Medan. Atas dasar ini, penelitian di masa depan disarankan untuk memeriksa peran variabel-variabel di atas terhadap jenis aplikasi online lainnya.

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