Kualitas Layanan Fintech Dompet Digital Terhadap Kepuasan Pelanggan Menggunakan Model Kano Selama Covid 19 Tahun 2022 (Studi Kasus pada Fintech Dompet Digital Shopee Pay dan Gopay di Kota Bandung

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Trianasari, Nurvita, 2023, "Kualitas Layanan Fintech Dompet Digital Terhadap Kepuasan Pelanggan Menggunakan Model Kano Selama Covid 19 Tahun 2022 (Studi Kasus pada Fintech Dompet Digital Shopee Pay dan Gopay di Kota Bandung", https://doi.org/10.34820/FK2/7MNH8J, Telkom University Dataverse, V1, UNF:6:buAdpAp3JINOgm7U3LJEDw== [fileUNF]

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Description

The COVID-19 pandemic in Indonesia is part of the 2019 coronavirus disease (COVID-19) pandemic that has hit the entire country, so Pembatasan Kegiatan Masyarakat (PPKM) have been put in place to stop the spread of this virus. Due to conditions that require people to stay at home, all community activities are turning digital, this change follows due to various limitations faced by the community, one of which is the way transactions must adapt to this situation, so that changes in behavior in the way transactions in this community occur become digital using a digital wallet that is most widely used by the public. Even though the PPKM is no longer enforced, there is still continuity in the use of digital wallets as a way to make transactions. With the current increase in payment transactions, there have been many collaborations and innovations developed by this digital wallet financial technology company to compete due to the increasing opportunities for the digital wallet market in Indonesia. Customers have a perception that the use of digital payments is an important factor that must be considered, such as ease of use, convenience, data security, trust, affordability, cashback and discounts, even the absence of fees when making transactions will have a major impact on customer perceptions in assessing a wallet. digital. Customer satisfaction after the transaction has occurred on the performance of the platform offering compared to the expectations that the customer has. In improving the service quality, digital wallet companies are required to understand what customers want and need, as well as increase the company's competitiveness. And the purpose of this research is to get an overview of the service quality of the ShopeePay and GoPay digital wallets, to find out the description of customer satisfaction when using the ShopeePay and GoPay digital wallets, and to find out what service features need to be improved and enhanced by the ShopeePay and GoPay digital wallets. By using the Kano Model in identifying what customer needs are through measuring customer satisfaction based on needs and desires by analyzing the platform service quality features, and then describing it through customer satisfaction mapping. Keywords: Digital Transactions, Digital Payments, Digital Wallets, ShopeePay, GoPay, Kano Model, COVID-19 Endemic (2023-01-10)

Subject

Business and Management

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	DATA VITA_Cliff.tab Tabular Data - 26.7 KB - Oct 5, 2023 - 37 Downloads 36 Variables, 205 Observations - UNF:6:buAdpAp3JINOgm7U3LJEDw==	Access File Download Options Original File Format (MS Excel Spreadsheet) Tab-Delimited RData Format Variable Metadata Data File Citation RIS EndNote XML BibTeX

Citation Metadata

Dataset Persistent ID	doi:10.34820/FK2/7MNH8J
Publication Date	2023-10-05
Title	Kualitas Layanan Fintech Dompet Digital Terhadap Kepuasan Pelanggan Menggunakan Model Kano Selama Covid 19 Tahun 2022 (Studi Kasus pada Fintech Dompet Digital Shopee Pay dan Gopay di Kota Bandung
Author	Trianasari, Nurvita (telkom university) - ResearcherID:
Contact	Use email button above to contact. Trianasari, Nurvita (telkom university)
Description	The COVID-19 pandemic in Indonesia is part of the 2019 coronavirus disease (COVID-19) pandemic that has hit the entire country, so Pembatasan Kegiatan Masyarakat (PPKM) have been put in place to stop the spread of this virus. Due to conditions that require people to stay at home, all community activities are turning digital, this change follows due to various limitations faced by the community, one of which is the way transactions must adapt to this situation, so that changes in behavior in the way transactions in this community occur become digital using a digital wallet that is most widely used by the public. Even though the PPKM is no longer enforced, there is still continuity in the use of digital wallets as a way to make transactions. With the current increase in payment transactions, there have been many collaborations and innovations developed by this digital wallet financial technology company to compete due to the increasing opportunities for the digital wallet market in Indonesia. Customers have a perception that the use of digital payments is an important factor that must be considered, such as ease of use, convenience, data security, trust, affordability, cashback and discounts, even the absence of fees when making transactions will have a major impact on customer perceptions in assessing a wallet. digital. Customer satisfaction after the transaction has occurred on the performance of the platform offering compared to the expectations that the customer has. In improving the service quality, digital wallet companies are required to understand what customers want and need, as well as increase the company's competitiveness. And the purpose of this research is to get an overview of the service quality of the ShopeePay and GoPay digital wallets, to find out the description of customer satisfaction when using the ShopeePay and GoPay digital wallets, and to find out what service features need to be improved and enhanced by the ShopeePay and GoPay digital wallets. By using the Kano Model in identifying what customer needs are through measuring customer satisfaction based on needs and desires by analyzing the platform service quality features, and then describing it through customer satisfaction mapping. Keywords: Digital Transactions, Digital Payments, Digital Wallets, ShopeePay, GoPay, Kano Model, COVID-19 Endemic (2023-01-10)
Subject	Business and Management
Keyword	https://journal.stieamkop.ac.id/index.php/mirai/article/view/3722
Related Publication	doi: https://journal.stieamkop.ac.id/index.php/mirai/article/view/3722 https://journal.stieamkop.ac.id/index.php/mirai/article/view/3722
Depositor	Trianasari, Nurvita
Deposit Date	2023-03-31
Date of Collection	Start: 2022-10-10 ; End: 2022-12-24

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