Analisis Faktor-Faktor yang Mempengaruhi Keputusan Pengguna pada E-Wallet DANA: Kepercayaan, Kemudahan dan Fitur Pelayanan
DOI:
https://doi.org/10.33557/vmg5hz72Keywords:
Trust, Convenience, Service Features, User DecisionsAbstract
E-wallet or digital wallet is an application for users to store money and carry out various financial transactions via mobile devices. A practical online payment method is a digital wallet, which allows customers or users to make payments flexibly without limits but still gets complaints from users. This research was conducted to analyze the influence of trust, convenience and service features on DANA e-wallet users decision making. Data was obtained through a questionnaire distributed to a sample of 100 DANA e-wallet user respondents in Semarang City. The data collection methods used were questionnaires distributed directly and Google Form. Descriptive analysis in this research uses Likert Scale. The analysis technique uses multiple linear regression analysis using the SPSS version 27 program by testing validity, reliability, coefficient of determination, simple and multiple regression, significance of F test and T test. Based on the results of T test, it shows that all variables are trust, convenience and service features influence the decisions of DANA e-wallet users. Then, based on the results of F test, it shows that all variables, namely trust, convenience and service features, influence the decisions of DANA e-wallet service users. Simultaneously, these three factors complement each other and create a positive experience for users.
Keywords: Trust, Convenience, Service Features and User Decisions.
Abstrak
E-wallet atau dompet digital adalah aplikasi pengguna menyimpan uang secara dan melakukan berbagai transaksi keuangan melalui perangkat mobile. Merupakan metode pembayaran online yang praktis adalah dompet digital, yang memungkinkan pelanggan atau pengguna melakukan pembayaran secara fleksibel tanpa batas namun masih memperoleh keluhan dari pengguna. Penelitian ini dilakukan guna menganalisis pengaruh kepercayaan, kemudahan dan fitur pelayanan terhadap pengambilan keputusan pengguna e-wallet DANA. Data diperoleh melalui kuesioner yang disebarkan kepada sampel sebanyak 100 responden pengguna e-wallet DANA di Kota Semarang. Metode pengumpulan data yang dipergunakan yaitu kuesioner disebar secara langsung dan Google Form. Analisis deskriptif dalam penelitian ini mempergunakan Skala Likert. Teknik analisis menggunakan analisis regresi linier berganda dengan menggunakan program SPSS versi 27 dengan melakukan uji validitas, reliabilitas, koefisien determinasi, regresi sederhana dan berganda, signifikansi uji F dan uji T. Berdasarkan hasil uji t menunjukkan bahwa seluruh variabel yaitu kepercayaan, kemudahan dan fitur pelayanan berpengaruh terhadap keputusan pengguna e-wallet DANA. Kemudian berdasarkan hasil uji F menunjukkan bahwa seluruh variabel yaitu kepercayaan, kemudahan dan fitur pelayanan berpengaruh terhadap keputusan pengguna layanan e-wallet DANA. Secara simultan, ketiga faktor ini saling melengkapi dan menciptakan pengalaman positif bagi pengguna.
Kata kunci: Kepercayaan, Kemudahan, Fitur Pelayanan dan Keputusan Pengguna.
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