E-Wallet Service Innovation, Service Delivery, and Customer Satisfaction on Customer Loyalty Within Shopeepay in Indonesia

Valencia, Devona; Layman, Chrisanty Victoria

doi:10.31937/manajemen.v13i1.1929

Cited by 9 publications

(5 citation statements)

References 54 publications

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“…First, the perceived risk factor (perceived risk), according to [9] in her research, it is stated that behavioral intention (interest in use) is positively influenced by perceived risk, besides that Fitriani's (2017) in her research states that perceived risk does not significantly affect behavioral intention. Furthermore, the perceived cost factor (perceived cost), [10]in his research states that the perceived cost factor affects behavioral intention significantly, besides that [11] states that perceived cost has no significant effect on behavioral intention. Third, is the factor of perceived trust or perception of trust [12] while stating that perceived trust significantly affects behavioral intention.…”

Section: Introductionmentioning

confidence: 99%

Shopeepay Mobile Payment Adoption Analysis Using the Utaut Model Approach (Case Study at Amikom University Yogyakarta)

Kurnianingsih

2022

IJUBI

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<p><em>Along with the development of time, fintech companies issued mobile payment products such as QR Code, NFC, and OTP codes. The use of payment facilities that are currently rampant causes users to choose according to their wishes, based on the description, the purpose of this study is to analyze the use of ShopeePay mobile payments using the UTAUT approach. The variables analyzed are Perceived Risk, Perceived Trust, Perceived Cost, Self-efficacy, Effort expectancy, performance expectancy, and Social Influence on mobile payment adoption at Shopeepay. The research method used in this case is a descriptive method, using statistical data processing tools. Data collection was carried out at Amikom University Yogyakarta using the sampling method. The results showed that the factors perceived risk (perceived risk), self-efficacy (self-efficacy), and effort expectancy (business expectations) had a positive and significant effect on interest in mobile payment adoption in Indonesia. . Furthermore, the factors of perceived trust (perceived trust), performance expectancy (performance expectations), and social influence (social influence) do not have a positive effect on interest in mobile payment adoption in Indonesia.</em></p>

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Section: Introductionmentioning

confidence: 99%

Shopeepay Mobile Payment Adoption Analysis Using the Utaut Model Approach (Case Study at Amikom University Yogyakarta)

Kurnianingsih

2022

IJUBI

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“…In addition, several studies have shown that perceived e-service quality is positively related to behavioral and attitudinal loyalty. Furth more, in the finance fields, Valencia and Layman (2021) investigated the relationship between e-wallet service innovation, service delivery, and consumer satisfaction on consumer loyalty. Muharam et al (2021) defined that there is a positive relationship between e-service quality and consumer trust in e-commerce.…”

Section: Trust and Loyaltymentioning

confidence: 99%

“…Measures in this study were supplemented and modified based on previous research. First, the measurement items for characteristics of service quality have been adopted from previous studies (Moon et al, 2021;Esmaeili et al, 2021;Valencia and Layman, 2021;Muharam et al, 2021). Each component has been adapted to prepare the purpose of the study.…”

Section: Research Model and Measuresmentioning

confidence: 99%

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Factors affecting satisfaction with the postal delivery service

Battumur¹,

Khongorzul²,

Kim³

2023

Int. j. adv. appl. sci.

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The delivery service industry is boosting too much under the influence of e-commerce. So, there is a need to reform the delivery of the postal sector to meet the needs of consumers. Most of the postal offices have been served via government to government (G2G), and in recent years, due to e-commerce and corona disease, they have been developing business to consumer services (B2C), business to business (B2B), and direct to customer (D2C). The study examines how service quality affects customer trust, consumer satisfaction, and customer loyalty in the postal delivery service. It aims to provide information to delivery service companies and foreign investment companies in making strategic decisions. All structures are measured on a seven-point Likert scale. A total of 290 valid responses were used out of 358 distributed surveys, excluding 68 responses with irrelevant and incomplete data. These were analyzed using SPSS 21.0 and AMOS 20.0 statistic package programs. The outcome of the analysis showed that the four components of service quality constructs of delivery service have no significant effect on trust. However, they affect satisfaction, while tangibility and empathy have not shown such trustworthy effects on customer fulfillment.

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“…Katadata Insight Center telah melakukan riset mengenai jumlah pengguna dari e-wallet (dompet digital) yang menunjukkan angka 9,1% (Amelia and Isbanah 2021). Layanan e-wallet di Indonesia melalui riset yang dilakukan oleh Ipsos mengemukakan bahwa ShopeePay menjadi favorit masyarakat karena pelayanannya di angka 82%, lalu disusul OVO dengan tingkat kepuasan 77%, Gopay 71%, Dana 69%, dan terakhir Link Aja 67% (Valencia and Layman 2021).…”

Section: Pendahuluanunclassified

Signifikansi Literasi Keuangan terhadap Pengguna Aktual Dompet Digital

Karsono

Salma²

2022

BISNIS

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The emergence of many conveniences in using digital wallets are the goal in this study, namely to determine the effect of the three components of financial literacy on the financial satisfaction of digital wallet users in Generation Z. The three components of financial literacy consist of financial behaviour, financial attitude and financial knowledge. This study uses a quantitative descriptive analysis method, with purposive sampling method for determining the population that consist of 40,000 ShopeePay Indonesia Twitter account followers and a sample of 380 ShopeePay Indonesia Twitter account followers. Data collection techniques use literature and questionnaires with Likert scale techniques. The analysis technique in this study uses multiple linear regression analysis with SPSS 24 software tools for windows. The results showed that the financial behaviour variable (X1) had no partial effect on financial satisfaction. While the variables of financial attitude (X2) and financial knowledge (X3) have partial effect on financial satisfaction. The variables of financial behaviour, financial attitude, and financial knowledge simultaneously affect the financial satisfaction of Shopeepay digital wallet users in Generation Z. Therefore, there are need a development in this research and can be used as theoretical support, especially in the financial literacy component.

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E-Wallet Service Innovation, Service Delivery, and Customer Satisfaction on Customer Loyalty Within Shopeepay in Indonesia

Cited by 9 publications

References 54 publications

Shopeepay Mobile Payment Adoption Analysis Using the Utaut Model Approach (Case Study at Amikom University Yogyakarta)

Shopeepay Mobile Payment Adoption Analysis Using the Utaut Model Approach (Case Study at Amikom University Yogyakarta)

Factors affecting satisfaction with the postal delivery service

Signifikansi Literasi Keuangan terhadap Pengguna Aktual Dompet Digital

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