The Effect of Transaction Experience Using Digital Wallets on User Satisfaction in Millennial Generation

Authors

  • Suryari Purnama Universitas Esa Uggul
  • Cicilia Sriliasta Bangun Universitas Esa Unggul
  • Safiani A. Faaroek Universitas Esa Uggul

DOI:

https://doi.org/10.33050/atm.v5i2.1593

Keywords:

Service failure, Online Transaction Experience, Service Restoration, Satisfaction

Abstract

The purpose of this study to determine the effect after transaction failure and after failure recovery on the transaction experience, the effect after transaction failure and recovery from transaction failure using digital wallets on user satisfaction, especially in the millennial generation. The population of this study is all digital wallet users in the DKI Jakarta province with a total sample of 94 digital wallet users. The sampling method uses purposive sampling with the criteria of digital wallet users who have made transactions for at least 1 year, this is intended so that these respondents already have transaction experience and are at least 17 years old. Meanwhile, the data processing used Structural Equation Modeling analysis software Lisrel. The results showed: (1) Transaction failure affects the transaction experience of digital wallet users; (2) Transaction failure recovery will affect the transaction experience of digital wallet users; (3) Transaction experience affects the satisfaction of digital wallet users; (4) Transaction failure has no effect on digital wallet user satisfaction; (5) Transaction failure recovery affects the satisfaction of digital wallet users. The novelty of this research is transaction failure has no effect on digital wallet user satisfaction. In addition, the benefits that are felt are far greater than the failures that are experienced, especially when recovery from failure is carried out quickly and precisely.

Downloads

Download data is not yet available.

References

[1] A. Alwiyah, C. Greisy, and A. Afitri, “Implementation Of Information Systems On E-commerce Websites As Media To Deliver Information,” Aptisi Trans. Technopreneursh., vol. 1, no. 2, pp. 127–133, 2019.

[2] M. Mardiana, N. Lutfiani, and R. S. Saga, “The Online Sales Application Of Black And White Print Based On Yii Framework On Higher Education E-Commerce Website,” Aptisi Trans. Technopreneursh., vol. 1, no. 2, pp. 118–127, 2019.

[3] U. Rahardja, P. A. Sunarya, Q. Aini, and S. R. Dewi, “Solusi Payment Online Berbasis Cloud Accounting Pada Manajemen Perguruan Tinggi,” InfoTekJar J. Nas. Inform. dan Teknol. Jar., vol. 3, no. 2, pp. 9–15, 2019.

[4] G. W. Mugo and M. Mathu, “Assessment of Customer Service Provision for Enhanced User Satisfaction in Academic Libraries: A Case Study of St Paul’s University Library, Kiambu County, Kenya,” Int. J. Curr. Asp., vol. 5, no. 1, pp. 20–34, 2021.

[5] A. Gupta, R. K. Singh, and S. K. Mangla, “Evaluation of logistics providers for sustainable service quality: Analytics based decision making framework,” Ann. Oper. Res., pp. 1–48, 2021.

[6] E. Tjahjaningsih, S. Widyasari, A. Maskur, and L. Kusuma, “The Effect of Customer Experience and Service Quality on Satisfaction in Increasing Loyalty,” in 3rd International Conference of Banking, Accounting, Management and Economics (ICOBAME 2020), 2021, pp. 395–399.

[7] A. Byram, “A STUDY ON CUSTOMER PERCEPTION AND ATTITUDE TOWARDS 3D VIRTUAL REALITY SHOPPING,” Inf. Technol. Ind., vol. 9, no. 1, pp. 1329–1342, 2021.

[8] U. Rahardja, N. Lutfiani, and S. Amelia, “Creative Content Marketing In Scientific Publication Management In Industrial Era 4.0,” Aptisi Trans. Manag., vol. 3, no. 2, pp. 168–178, 2019.

[9] M. Anshari, M. A. Arine, N. Nurhidayah, H. Aziyah, and M. H. A. Salleh, “Factors influencing individual in adopting eWallet,” J. Financ. Serv. Mark., vol. 26, no. 1, pp. 10–23, 2021.

[10] P. Limo, A. Kimwolo, and Z. Mohammed, “Does Relationship Quality Affect Customer Satisfaction when Service Failure Occurs? Evidence from Customers of Commercial Banks in Eldoret Town, Kenya,” African J. Educ. Sci. Technol., vol. 6, no. 2, pp. 40–52, 2021.

[11] C. Zhang, J. Park, M. A. Bonn, and M. Cho, “Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi,” Sustainability, vol. 13, no. 6, p. 3581, 2021.

[12] A. Kumar, A. Adlakaha, and K. Mukherjee, “The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country,” Int. J. Bank Mark., 2018.

[13] C. Flavián, S. Ibáñez-Sánchez, and C. Orús, “The impact of virtual, augmented and mixed reality technologies on the customer experience,” J. Bus. Res., vol. 100, pp. 547–560, 2019.

[14] X. Luo, S. Tong, Z. Lin, and C. Zhang, “The Impact of Platform Protection Insurance on Buyers and Sellers in the Sharing Economy: A Natural Experiment,” J. Mark., vol. 85, no. 2, pp. 50–69, 2021.

[15] A. J. Baliga, V. Chawla, V. Sunder M, and R. Kumar, “Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services,” J. Bus. Ind. Mark., 2021.

[16] D. Yagil, “Abuse from organizational outsiders: Customer aggression and incivility,” Spec. Top. Part. Occup. Prof. Sect., pp. 109–134, 2021.

[17] U. Kustiawan, “Pengaruh Kualitas Teknologi Jasa Layanan Mandiri Setelah Terjadi Kegagalan dan Pemulihan Kegagalan Teknologi Jasa Layanan Mandiri Terhadap Pengalaman Pelanggan, Kepuasan Pelanggan, dan Intensi Untuk Membeli Kembali Pada Website Belanja Online= The Effect ,” 2018.

[18] Y. Al Mousa, P. Callaghan, M. Michail, and G. Caswell, “Saudi service users’ perceptions and experiences of the quality of their mental health care provision in the Kingdom of Saudi Arabia (KSA): A qualitative inquiry,” Int. J. Ment. Health Nurs., vol. 30, no. 1, pp. 300–316, 2021.

[19] F. Hussein and H. Hartelina, “After Sales Service For Smartphone Iphone To Customer Loyalty,” Aptisi Trans. Manag., vol. 5, no. 1, pp. 62–72, 2021.

[20] E. Depiana and H. Hartelina, “Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang,” Aptisi Trans. Manag., vol. 5, no. 1, pp. 11–19, 2021.

[21] A. Dandis, L. T. Wright, D. M. Wallace-Williams, I. Mukattash, M. Al Haj Eid, and H. Cai, “Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction,” Cogent Bus. Manag., vol. 8, no. 1, p. 1892256, 2021.

[22] S. Teng and K. W. Khong, “Examining Actual Consumer Usage of E-wallet: A Case Study of Big Data Analytics,” Comput. Human Behav., p. 106778, 2021.

[23] S. Kesharwani, “Unit-5 E-Payment,” Indira Gandhi National Open University, New Delhi, 2021.

[24] C. Germain and C. Knight, “8 Helping Individuals, Families, and Groups with Stressful Life Transitions and Traumatic Events,” in The life model of social work practice, Columbia University Press, 2021, pp. 258–309.

[25] N. Lutfiani, U. Rahardja, and I. S. P. Manik, “Peran Inkubator Bisnis dalam Membangun Startup pada Perguruan Tinggi,” J. Penelitan Ekon. dan Bisnis, vol. 5, no. 1, pp. 77–89, 2020.

[26] S. Gupta and D. Ramachandran, “Emerging Market Retail: Transitioning from a Product-Centric to a Customer-Centric Approach,” J. Retail., 2021.

[27] J. E. Collier, M. Breazeale, and A. White, “Giving back the ‘self’ in self service: customer preferences in self-service failure recovery,” J. Serv. Mark., 2017.

[28] S.-Y. Tzeng, M. Ertz, M.-S. Jo, and E. Sarigöllü, “Factors affecting customer satisfaction on online shopping holiday,” Mark. Intell. Plan., 2021.

[29] E. Stiawan, “PENGARUH KEGAGALAN DAN PEMULIHAN SELF SERVICE TECHNOLOGY TERHADAP ONLINE SHOPPING EXPERIENCE, SATISFACTION DAN REPURCHASE INTENTION: SEBUAH TINJAUAN DALAM PERSPEKTIF CRITICAL SDL,” J. BAABU AL-ILMI Ekon. dan Perbank. Syariah, vol. 1, no. 2, 2018.

[30] S. I. S. Al-Hawary and W. F. Al-Smeran, “Impact of electronic service quality on customers satisfaction of Islamic banks in Jordan,” Int. J. Acad. Res. Accounting, Financ. Manag. Sci., vol. 7, no. 1, pp. 170–188, 2016.

[31] F. Li, H. Lu, M. Hou, K. Cui, and M. Darbandi, “Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality,” Technol. Soc., vol. 64, p. 101487, 2021.

[32] Y.-W. Chang and J. Chen, “What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness,” J. Retail. Consum. Serv., vol. 58, p. 102325, 2021.

[33] F. Z. A. Razak, A. E. Mohktar, A. A. Rahman, and M. Z. Z. Abidin, “Influence of trust in information system: Understanding user’s satisfaction of e-campus usage,” in Journal of Physics: Conference Series, 2021, vol. 1793, no. 1, p. 12015.

Downloads

Published

2021-04-21

How to Cite

Purnama, S., Bangun, C. S., & A. Faaroek, S. (2021). The Effect of Transaction Experience Using Digital Wallets on User Satisfaction in Millennial Generation. Aptisi Transactions on Management (ATM), 5(2), 161–168. https://doi.org/10.33050/atm.v5i2.1593