The Influence of E-Service Quality and Perceived Ease of Use on

Customer Satisfaction of DANA in Medan

Nabawi Putri Marisa Nasution

Master Program of Management Science, Postgraduate School, Universitas Sumatera Utara,

Jl. Prof. TM Hanafiah Kampus USU, Medan, Indonesia

Keywords: E-Service Quality, Perceived Ease of Use, Customer Satisfaction.

Abstract: The purpose of this study was to determine how the effect of e-service quality and perceived ease of use on

customer satisfaction for DANA users in Medan. The type of research used is quantitative research with a

sampling technique that is non-probability sampling, with a total of 140 respondents. The data collection

method in this study is a survey method using a questionnaire distributed to respondents online via google

form. The data analysis technique in this study uses multiple linear regression analysis which is processed

using SPSS 26. The results of this study indicate that the e-service quality variable has a positive and

significant effect on customer satisfaction, the perceived ease of use variable also has a positive and significant

effect on customer satisfaction. Simultaneously, e-service quality and perceived ease of use have a positive

and significant effect on customer satisfaction with DANA users in Medan.

1 INTRODUCTION

Current technological developments aim to facilitate

human life in daily activities so that it can be done

anywhere and anytime, one of which is in terms of

transactions. The rapid use of smart phones among

the public has encouraged companies to launch

electronic money in the form of mobile phone

applications, so that companies providing financial

services provide digital wallets.

The emergence of e-money and digital wallets is

the answer to the need for payments that can be

processed quickly because in general money stored in

digital wallets can be accessed quickly, safely, and

cheaply. According to a survey by the Indonesian

Internet Service Providers Association (APJII, 2020)

the use of electronic money transactions in Indonesia

has experienced very rapid growth, amounting to

196.7 million people. The use of non-cash payments

has been supported by Bank Indonesia by launching

the National Non-Cash Movement (GNNT) on

August 14, 2014.

Figure 1: Amount of Electronic Money in circulation in

2017-2021.

On the BI website above, it can be seen that the

number of electronic money transactions has

increased significantly every year. In 2020, electronic

money in circulation increased drastically, from a

total nominal value of 292 trillion in 2019 to 432

trillion and increased again in 2021 to 575 trillion.

This shows that the use of electronic money in

Indonesia continues to grow.

In Indonesia, there are already many companies

engaged in electronic money services, users are

presented with various choices and benefits provided.

One of them is DANA, which is an electronic wallet

(e-wallet) service that acts as a means of payment.

Nasution, N.

The Inﬂuence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan.

DOI: 10.5220/0011566300003460

In Proceedings of the 4th International Conference on Social and Political Development (ICOSOP 2022) - Human Security and Agile Government, pages 287-293

ISBN: 978-989-758-618-7; ISSN: 2975-8300

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

287

Figure 2: Digital Wallet Users in Indonesia in 2021.

Based on databoks.katadata.co.id in 2021 above,

the first rank of the most popular electronic money

service is occupied by Go-Pay with 87% of users,

then in the second place there is OVO with 80.4%

users while DANA is ranked second. the third is

75.6% of users. In contrast to GO-Pay which is an

integration of the GO-Jek application, DANA is a

stand-alone application organized byPT Espay Debit

Indonesia Koe.Although DANA has started to

become one of the e-payment applications that

dominates the current market, DANA must continue

to pay attention and improve the quality of its services

to maintain its existence in the midst of today's

intense competition for e-wallet services.

The quality of electronic services is different from

the quality of conventional services. This is because

there is a need for considerations related to the

technological aspects used in service quality on e-

wallet. Parasuraman et al (2005) define e-service

quality as the extent to which a website facilitates

efficient and effective shopping, purchasing, and

delivery.

DANA is inseparable from several complaints felt

by its users, both complaints about transactions that

have not been successful, problems in replenishing

balances, problems with decreasing balances but not

arriving at the destination account to customer care

that takes a long time in responding and handling user

complaints and unilateral account freezing by FUND.

DANA needs to address any user complaints in order

to create satisfaction so that users continue to use their

services.

Competition in digital wallets is not only the

quality of service but also the ease of use of the digital

wallet itself. DANA application users have difficulty

accessing the application (error) when they want to

use the e-wallet, transfers using a QR code experience

delays and users find it difficult to upgrade to

premium DANA.

In the Technology Acceptance Model (TAM)

theory, the effectiveness of electronic money can be

seen from the level of attitude of its users. According

to Davis (1989) one of the factors that can influence

interest in using technology is the user's perception of

a technology that is easy to understand and use

(perceived ease of use). Wibowo (2006) states that the

perception of the ease of use of a technology is

defined as a measure by which a person believes that

the technology can be easily understood and used.

This is very helpful for increasing the use of payment

applications which are often considered difficult even

though there are many enthusiasts.

By providing quality e-service and perceived ease

of use. A good service will have an impact on

satisfaction, because service quality has an important

role to measure customer satisfaction with the

services provided by the company.

By providing quality e-service and perceived

ease of use good will have an impact on satisfaction.

According to Tiwari (2017) customer satisfaction is a

very important parameter to maintain in terms of

online services, because it is very difficult to manage

and retain loyal customers with the services provided.

2 LITERATURE REVIEW

2.1 E-Service Quality

Basically, e-service quality is a development of

service quality theory which is carried out to evaluate

a service provided on the internet network. According

to Zeithaml, et al. (2002), e-service quality is

considered as the extent to which a website (website)

facilitates the shopping, purchasing, and delivery of

goods and services effectively and efficiently.

According to Santos (2003) e-service quality as a

comprehensive evaluation and assessment of

customers regarding an advantage and quality

delivered via the internet. In the field of marketing,

the topic that is most often studied is e-service

quality, this is due to the close relationship that occurs

between costs, satisfaction, retention and loyalty

(Gounaris et al., 2010).

According to Parasuraman (2005) e-service

quality has 7 dimensions, namely:

1. Efficiency, ease of use and speed in accessing the

site so that customers can find the desired product.

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2. Fulfillment, guarantee the fulfillment of the

promised service.

3. System availability, technical functions that are

implemented in providing services that can

function properly.

4. Privacy, maintaining the confidentiality of

consumer data related to personal information,

such as identity and purchase or payment

transactions.

5. Responsiveness, the ability to quickly handle a

problem that customers complain about.

6. Compensation, a liability if a problem occurs

which includes refunds that do not reach their

destination.

7. Contact, the availability of online customer

service information includes: telephone number

and email.

In the research of Puriwat & Tripopsakul (2017),

it is stated that e-service quality has a significant

influence on consumer satisfaction using mobile

banking applications. By providing maximum e-

service quality from the company, it will create a

feeling of customer satisfaction and lead to a desire to

continue the relationship as loyal customers make

purchases and use products or services repeatedly

even though there are many alternative choices. So

customer satisfaction describes how the quality of e-

service quality is acceptable and provides benefits to

users.

2.2 Perceived Ease of Use

The Technology Acceptance Model (TAM) was first

introduced by Davis (1989) which is a theory that

explains the perception of technology users. TAM is

commonly used to understand the relationship

between humans and technology acceptance through

perceived usefulness and perceived ease of use.

Perceived ease of use is defined as the extent to which

a person believes that using a particular system will

be free from effort (Davis, 1989). Individuals who

believe that the system is easy to use, the individual

will use it, and vice versa if the individual believes

that the system is not easy to use, the individual will

not use it (Jogiyanto, 2007). In addition, the system

that is used more often indicates that the system is

easier to understand, easier to operate and easier to

use.

The aspects used for perceived ease of use (in

Chawla & Joshi, 2019) are as follows:

1. Easy to learn, namely a technology that is easy

to learn is a sign that the technology is easy to use.

2. Easy to understand, namely a technology that

is easy to understand then the technology is

considered easy to use,

3. Effortless, ie a technology can be done in a

succinct manner, then the technology is considered

easy to use.

4. Easy to use, i.e. if a technology is easy to use,

then individuals will feel increased trust in the

technology.

Har and Eze (2011) in their research give the

result that the perception of convenience has a

positive effect on repurchase intention. These results

indicate that the better the perception of convenience,

the more positive the repurchase interest will be.

Technology that is easy to use (perceived ease of use)

affects customer satisfaction because with the ease

with which users feel, there will be a sense of

satisfaction after using it..

2.3 Customer Satisfaction

According to Kotler & Keller (2016) consumer

satisfaction is the level of one's feelings, both satisfied

and disappointed with the performance of a product

or service compared to customer expectations. In

terms of mobile commerce, customer satisfaction is

the post- purchase evaluation of customers and

affective responses or feelings for the overall product

or service experience in a mobile commerce

environment (Lin & Wang, 2006). Customer

satisfaction or dissatisfaction as a response to the

evaluation of the perceived discrepancy between

initial expectations before purchase and the actual

performance of the product perceived after use (Tse

and Wilton, 1988).

Customer satisfaction is obtained when the

performance of the product or service received is in

accordance with customer expectations. If the

perceived benefits are not in line with expectations,

the customer will be dissatisfied. If the benefits

obtained match or even exceed expectations, the

customer will be very satisfied and happy. Very

dissatisfied customers can turn into “terrorists” for

service providers by spreading negative word of

mouth in abundance (Lovelock & Wirtz, 2018).

According to Kotler's theory (in Suwardi, 2011),

the key to retaining customers is customer

satisfaction. Indicators of consumer satisfaction can

be seen from: (1) Re-purchase, buying back

goods/services to the company. (2) Creating Word-

of-Mouth, customers will say good things about the

company to others. (3) Creating a brand image,

customers will pay less attention to competing

products. (4) Creating purchasing decisions on the

The Inﬂuence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan

289

same company, buying other products from the same

company.

E-Service

Quality

Perceived

Ease of

Use

Figure 3: Conceptual Framework.

2.4 Research Hypothesis

H1: E-Service Quality and Perceived Ease of

Usehave a positive and significant effect on

Customer Satisfactionof DANA in Medan

H2: E-Service Qualityhas a positive and significant

effect onCustomer Satisfactionof DANA in

Medan

H3: Perceived Ease of Usehas a positive and

significant effect onCustomer Satisfactionof

DANA in Medan

3 RESEARCH METHODS

This research uses quantitative methods. The

population in this study were users of the DANA

application in Medan whose number was unknown,

so that the determination of the number of samples

was carried out with a minimum sample size of five

times the number of questionnaire statement items

(Hair et al., 2006). The sampling technique used

purposive sampling method, then the sample of this

study was taken bysome criteriawith the number of

respondents as much as 140 respondents.

The data collection method uses a survey method

with questionnaires distributed to respondents online

through the help of google form.The data analysis

technique in this study used multiple linear regression

analysis which was processed using SPSS 26.

4 RESULTS AND DISCUSSION

4.1 Characteristics of Respondents

Based on the respondent's data that has been collected

from distributing questionnaires, the following is the

data generated from the research on each numerical

value that has been used including: Gender, Age,

Income, Occupation, and Transactions for 3 months.

Respondents' descriptive data are as follows.

Based on Table 1 regarding the characteristics of

the respondents below, it can be seen that DANA

users are dominated by female respondents with a

total of 92 people and 48 male respondents. In this

study, the most dominant users occurred at the age of

26-35 years as many as 89 people and over the age of

46 years only as many as 6 people. Users with an

income of IDR 1,000,000 – IDR 5,000,000 are the

most dominant respondents with 88 people and

income above 10,000,000 only 6 respondents. DANA

users are also dominated by private employees with

66 respondents and only 9 respondents with

Entrepreneurial jobs.

Table 1: Characteristics of Respondents.

Characteristics Information Amount

Gender

Woman

Man 48

Age

16 – 25 years 33

26 – 35 years old 89

36 – 45 years 12

> 46

Income

< 1,000,000 18

1,000,001 -

5,000,000

5,000,001 -

10,000,001

> 10,000,000

Profession

Student/Student 28

Government

Employes

Private

employees

Entrepreneur

Other 30

Transactions

for the last 3

months

< 5 times 16

5 - 10 times 80

> 10 times 44

4.2 Multiple Linear Regression

Analysis

Multiple linear regression analysis was conducted to

analyze the effect of e-service quality and perceived

ease of use on customer satisfaction in the DANA

application in the city of Medan.

Customer

Satisfaction

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Based on Table 3 below, it can be seen that the

regression equation is as follows:

Y = 0.225 + 0.277 X1 + 0.453 X2.

Table 2: Multiple Linear Regression Analysis.

Sig.

Constant 0.225 0.921

E_Sequal 0.277 0.000

PEU 0.453 0.000

a. = constant value of 0.225 which means that if

the independent variables of e-service quality (X1)

and perceived ease of use (X2) are constant (zero or

no effect), then the dependent variable of customer

satisfaction

(Y) is 0.225. This means that if e-service quality

(X1) and perceived ease of use (X2) have no effect,

then the customer satisfaction variable (Y) will still

exist because of the influence of other factors.

b1 = 0.277, the regression coefficient of e- service

quality (X1) is 0.277, which means that if the e-

service quality variable (X1) is increased, customer

satisfaction will also increase by 0.277.

b2 = 0.453, the regression coefficient of perceived

ease of use (X2) is 0.453, which means that if the

perceived ease of use (X2) variable is increased,

customer satisfaction will also increase by 0.453.

Table 3: R Square.

uare

Adjusted R

uare

0.542 0.536

Based on Table 2 above, it is known that R Square

is 0.542. This shows that the independent variables in

the model (e-service quality and perceived ease of

use) explain the variation in customer satisfaction by

54.2% and 45.8% is explained by other factors or

variables outside the model.

Table 4: F test (simultaneous test).

Sig.

Regression

81.128 0.00

Residual 137

Total 139

Based on Table 4 above, it is known that the

significance value is 0.000 <0.05. The calculated F

value > F table, which is 81.128 > 3.06. Therefore, it

can be interpreted that the variables of e-service

quality (X1) and perceived ease of use (X2)

simultaneously have a significant effect on customer

satisfaction DANA (Y) which means H1 in this study

is accepted.

Table 5: t test (partial test).

Sig.

E_Sequal

5.230

0.000

PEU

5.880

0.000

Based on the t-test in the table above, it is known

that the value of Sig. of e-service quality (X1) is 0.000

<0.05 and the value of t count is 5.230 > t table is

1.655. These results indicate that there is a positive

and significant effect of e- service quality on

customer satisfaction. So it can be concluded that H2

is accepted because there is an influence of the e-

service quality variable (X1) on the customer

satisfaction variable (Y).

In the perceived ease of use (X2), it can be seen

that the value of Sig. 0.000 < 0.05 and the value of t

count is 5.880 > t table 1.655.These results indicate

that there is a positive and significant effect of

perceived ease of use on customer satisfaction. So it

can be concluded that H3 is accepted because there is

an influence of the perceived ease of use (X2)

variable on the customer satisfaction variable (Y).

4.3 Effect of E-Service Quality on

Customer Satisfaction

The results of the multiple linear regression analysis

in this study found thate-service quality has a positive

and significant effect on customer satisfaction

variables. The results of this study are in line with

Putri & Novi (2021) which show that there is a

positive and significant effect of e- service quality on

consumer satisfaction, that the better the e-service

quality on ShopeePay, the higher consumer

satisfaction will be. Fitriana et al (2020) also show

that e-service quality has a positive and significant

effect on e-satisfaction. This explains that online

transactions in the DANA application are more

practical because they can be done anywhere and

anytime.

DANA as a digital wallet service has been able to

facilitate user needs such as making it easier to

change payment methods using cash to using e-

money. The quality of service in efficiency and

fulfillment shows that the DANA application is easy

to use, both for payments, transfers and storing funds

even during account activation. In addition, there are

various kinds of services provided by DANA, such

The Inﬂuence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan

291

as: free admin fees when transferring to a bank

account, 24-hour system availability, and customer

care that can be contacted via numbers, e-mail and

even WhatsApp, making users satisfied with the

number of contacts that can be reached. contacted if

there is a complaint.

Words like “is”, “or”, “then”, etc. should not be

capitalized unless they are the first word of the

subtitle

4.4 The Effect of Perceived Ease of Use

on Customer Satisfaction

Furthermore, the results of this study indicate that

there is a positive and significant effect of perceived

ease of use on customer satisfaction. This is in line

with the research of Wiwoho (2018) which says that

perceived ease of use has a significant effect on

customer satisfaction. Users feel that it is easy to pay

with OVO on Grab, which can increase user

satisfaction. Anugrah (2020) also shows the results of

the same study that ease of use has a significant

influence on customer satisfaction.

The ease of using the DANA application in

transactions creates a sense of satisfaction from its

users. DANA has also begun to be used as payment

at food outlets and clothing stores using a QR code.

By only using a QR code, payments can be made

quickly and safely. The steps and instructions for

transferring or making payments that are presented

are quite easy to do, making customers feel that there

is no need for excessive effort when using the DANA

application. In addition, although DANA has many

features in its application, users do not find it difficult

to use these features. So it can be said that the

perceived ease makes DANA users feel satisfied.

5 CONCLUSIONS

From the results of the analysis of the discussion

above, regarding the effect of e-service quality and

perceived ease of use on DANA customer

satisfaction, the following conclusions can be drawn:

1. E-service quality has a positive and significant

influence on customer satisfaction DANA

customer satisfaction.

2. Perceived ease of use has a positive and

significant influence on customer satisfaction and

customer satisfaction DANA.

3. E-service quality and perceived ease of use have

a positive and significant effect simultaneously on

DANA's customer satisfaction.

In service quality, speed in responding and

handling customer complaints is the main thing

because customers feel cared for by their problems.

Then in the use of the e-wallet application,

convenience is a very important factor and is needed

to increase DANA customer satisfaction so that they

continue to transact using the application.

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