ANALYSIS OF DIGITAL WALLET SERVICE QUALITY DURING THE COVID-19 PANDEMIC TO MEASURE CUSTOMER SATISFACTION USING THE KANO MODEL (CASE STUDY ON GOPAY AND DANA DIGITAL WALLETS)

Authors: Yova Arumtika Setiawan & Nurvita Trianasari

ABSTRACT

Since the COVID-19 pandemic broke out in Indonesia in early March 2020, the Indonesian government has made efforts to limit the social activities of the community to break the chain of the spread of COVID-19. With this restriction, there has been a change in transaction behavior in the community to digital payments.

The number of financial technology innovations during the pandemic is also increasingly attracting public interest. The type of financial technology that is often used is a digital wallet. The object of this research is GoPay and DANA because they have the most users and dominate the digital wallet market in Indonesia. The service quality factor has a high impact on customer perception to value digital wallets. Digital wallet companies must understand the wants and needs of their customers, and pay attention to customer satisfaction because it is very important to develop products.

The research objectives are to describe the quality of GoPay and DANA services from customer perceptions, to find out the description of GoPay and DANA customer satisfaction, and to determine the effect of digital wallet service quality on customer satisfaction during the COVID-19 pandemic using the Kano Model method, then described through customer satisfaction mapping.

Based on the research results, GoPay and DANA features are divided into “indifference”, “must be” and “one-dimensional” categories. Features that are in the “indifference” quadrant mean that they cannot meet customer expectations. GoPay and DANA must improve features that have low customer satisfaction coefficient values, and need to maintain features that have high customer satisfaction coefficient values, then later feature improvements can be made to achieve a higher level of customer satisfaction.

The results of this study can be used as an overview, input, and additional information related to customer satisfaction. GoPay and DANA can identify customer wants and needs and can make decisions to improve, develop, improve and enhance their service features.

Keywords: Digital Wallet, the Kano Model, Pandemic COVID-19

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