THE INFLUENCE OF USER SATISFACTION AND CONSUMER BEHAVIOR ON GENERATION Z DIGITAL PAYMENT SYSTEM USERS IN JAKARTA WITH LOYALTY AS MEDIATION

Penulis

DOI:

https://doi.org/10.31000/dmj.v7i4.9695

Abstrak

Terdapat banyak perusahaan digital payment yang popular di Indonesia seperti GoPay, M-Banking, OVO, DANA, ShopeePay, dan lain lain. Untuktuk dapat bertahan dalam ketat nya persaingan yang ada, perusahaan harus selalu melakukan inovasi yang focus terhadap konsumen. Tujuan penelitian ini adalah untuk mengetahui bagaimana pengaruh kepuasan pengguna dan perilaku konsumen dengan loyalitas sebagai mediasi terhadap penggunaan pembayaran digital yang dilakukan oleh Generasi Z di Jakarta. Penelitian ini menggunakan metode kualitatif. Data dikumpulkan dengan teknik kuesioner. Responden dalam penelitian ini sebanyak 100 orang yang menggunakan digital payment dalam sistem pembayaran mereka. Tiga hipotesis  diformulasikan dan diuji menggunakan Uji SEM. Hasil pengujian SEM menunjukkan bahwa kepuasan pengguna, perilaku konsumen, dan loyalitas berpengaruh pada penggunaan pembayarn digital yang dilakukan oleh generasi Z di Jakarta.

Referensi

Dewa, Chriswardana Bayu. 2019. “Pengaruh Kualitas Restoran Terhadap Kepuasan Pelanggan Cengkir Heritage Resto And Coffe.†Khasanah Ilmu - Jurnal Pariwisata Dan Budaya 10(1). doi: 10.31294/khi.v10i1.5639.

Farida, Mamik Nur, Yoyok Soesatyo, and Tony Seno Aji. 2021. “Influence of Financial Literacy and Use of Financial Technology on Financial Satisfaction through Financial Behavior.†International Journal of Education and Literacy Studies 9(1):86. doi: 10.7575/aiac.ijels.v.9n.1p.86.

Mauludin, M. Soleh, Adnan Dewa Saputra, Anggi Zulfika Sari, and Itatul Munawaroh. 2022. “Analisis Perilaku Konsumen Dalam Transaksi Di E-Commerce.†Proceedings of Islamic Economics, Business, and Philanthropy 1(1):108–23.

Pradiatiningtyas, Diah, Chriswardana Bayu Dewa, Lina Ayu Safitri, and Sri Kiswati. 2020. “The Effect of Satisfaction and Loyalty towards Digital Payment System Users among Generation Z in Yogyakarta Special Region.†Journal of Physics: Conference Series 1641(1). doi: 10.1088/1742-6596/1641/1/012110.

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Unduhan

Diterbitkan

2023-10-30

Terbitan

Vol 7 No 4 (2023): October

Bagian

Articles

Lisensi

The author submits the manuscript with the understanding that if it is accepted for publication, the copyright of the article will be granted to the Dynamic Management Journal (DMJ), Management Study Program, Faculty of Economics and Business, University Of Muhammadiyah Tangerang, Indonesia as the publisher of the journal

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