ANALISIS KEPUASAN PENGGUNA TERHADAP PELAYANAN APLIKASI E-WALLET DANA (STUDI KASUS: MAHASISWA UNIVERSITAS ISLAM NEGERI IMAM BONJOL PADANG)

Aristawidya, Fahimah (2023) ANALISIS KEPUASAN PENGGUNA TERHADAP PELAYANAN APLIKASI E-WALLET DANA (STUDI KASUS: MAHASISWA UNIVERSITAS ISLAM NEGERI IMAM BONJOL PADANG). Skripsi thesis, UIN Imam Bonjol Padang.

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Abstract

The usage of the DANA digital wallet application warrants an examination to determine user satisfaction levels. This research aims to measure user satisfaction among active university students who use DANA and analyze the factors impacting DANA user satisfaction. The models utilized in this study are the Technology Acceptance Model (TAM) and Importance Performance Analysis (IPA). The approach involves seven variables: perceived usefulness, perceived ease of use, attitude toward using, behavioral intention to use, perceived benefit, perceived risk, and reputation. The research instrument employed is a questionnaire. The total sample size processed in this research consists of 171 respondents, all of whom are active students using DANA at UIN Imam Bonjol Padang. Data analysis for Importance Performance Analysis (IPA) in this study utilizes IBM Statistics SPSS version 26, while the process for analyzing the correlation between variables using the SEM-PLS approach involves SmartPLS 3.0. The results of this study indicate that DANA users still have unfulfilled expectations regarding the application's performance, as evidenced by the average Gap values of the seven observed variables, which are negative at -0.03. Hypothesis analysis in this study also demonstrates that perceived usefulness and perceived risk do not significantly influence behavioral intention to use. These findings should be considered priorities in future system development.

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