Analysis of the Use of Digital Payment and Service Quality in Increasing Consumer Satisfaction at Ansar 2  Grocery Store with the Application of  Digital Era 4.0 Technology

nicky; Desma Erica Maryati Manik; Tran Le Duyen

doi:10.47663/ibec.v3i1.240

Authors

nicky Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Desma Erica Maryati Manik Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Tran Le Duyen University in Ho Ci Minh City3

DOI:

https://doi.org/10.47663/ibec.v3i1.240

Keywords:

Customer Satisfaction, Digital Era, Digital Payment, Loyalty, Service Quality

Abstract

This study aims to find out how much digital payment and service quality affect consumer satisfaction at Ansar 2 Medan Grocery Store. The research methodology used is a quantitative descriptive method, the unit of analysis in this study is Ansar 2 Medan and the observation unit is the consumer of Ansar 2. The population in this study is consumers from Ansar 2. The technique for determining the number of samples used in this study is the Hair formula. The results of the ttest showed that the Digital Payment variable had a positive and significant effect on Consumer Satisfaction at the Ansar 2 Medan where the t_count (9.355) > t_table (1.9847), the Service Quality variable had a positive and significant effect on Consumer Satisfaction at the Ansar 2 Medan where the t_count (2.842) > t_table (1.9847). The results of the Ftest showed that F_count(65.117) > F_table (3.09) which means that the independent variables simultaneously affected the bound variable. The results of the determination coefficient (R²) test showed that 57.3% of the consumer satisfaction variables were influenced by digital payment and service quality while the remaining 42.7% were influenced by other variables.

Downloads

Download data is not yet available.

References

Alfando, S., Sri Rezeki, & Desma Erica Maryati Manik. (2023). Analysis of Customer Satisfaction Through Service Quality and Digital Payment in the Tourism Industry. PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC), 2, 158–167. https://doi.org/10.47663/ibec.v2i1.105

Anggraini, F., & Budiarti, A. (2020). Pengaruh Harga, Promosi, dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3), 86–94. https://doi.org/10.26740/jupe.v8n3.p86-94

Christ, & Maryati M, D. E. (2023). Pengaruh Kualitas Pelayanan Dan Diferensiasi Produk Terhadap Keputusan Pembelian Suku Cadang Motor Pada Sinar Jaya Motor Manajemen , EKonomi , Akuntansi , Bisnis Digital dan Kewirausahaan ( MEKANISDA ). Manajemen Ekonomi Akuntansi …, 1(1), 1–9.

Christa, U. R., & Giantari, I. G. A. K. (2021). Pelatihan Menggunakan E-Payment Di Era Digitalisasi 5.0 Dan Masa Pandemic Covid 19 Pada Usaha Kecil Masyarakat Di Denpasar Dan Palangka Raya. Jurnal Binawakya, 15 NO.8(8), 1978–3787.

Cucu Sumartini, L., & Fajriany Ardining Tias, D. (2019). Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja. Jurnal E-Bis (Ekonomi-Bisnis), 3(2), 111–118. https://doi.org/10.37339/e-bis.v3i2.124

Dalimunthe, W. M., Rahma, T. I. F., & Syarvina, W. (2023). Efektivitas Fintech Melalui Digital Payment terhadap Perkembangan UMKM di Indonesia. Reslaj?: Religion Education Social Laa Roiba Journal, 5(6), 3296–3306. https://doi.org/10.47467/reslaj.v5i6.1059

Ekariyana Mursita, N., Dianta Sebayang, K. A., & Wibowo, A. (2024). Pengaruh Literasi Keuangan Dan Penggunaan Digital Payment Terhadap Perilaku Konsumtif Pada Generasi Z di Jakarta. EKOMA?: Jurnal Ekonomi, 3(5), 78–87.

Gultom, P., Rezeki, S., Januarty, W., & Sutantio, A. (2024). Jurnal Mantik The influence of product knowledge and customer relationship marketing on interest customer buy at PT . RHB Sekuritas Indonesia Medan. 8(1).

Jimanto, R. B., Yohanes, D., Kunto, S., & Si, S. (2014). Pengaruh Service Quality Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Ritel Bioskop the Premiere Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–7.

Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029

Nainggolan, E., Rinaldi, M., Dalimunthe, M. B., & Joventa, S. (2022). Enrichment: Journal of Management is Licensed under a Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0) Enrichment: Journal of Management Analysis Of The Effect Of Personal Sales And Product Quality On Consumer Purchase D. Enrichment: Journal of Management, 12(2), 2431–2435.

Normasari, S., Kumadji, S., & Kusumawati, A. (2013). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis (JAB), 6(2), 1–9.

Prof.Dr.Sugiyono. (2022). METODE PENELITIAN KUANTITATIF, KUALITATIF, DAN R&D (M. Dr. Ir. Sutopo. S.Pd, Ed.; 2nd ed.). ALFABETA.

Rinaldi, M., Gustina, I., Lazuardi, D., & Nainggolan, E. (2022). Analysis of the Impact of Services and Consumer Trust on Consumer Loyalty in Using Services. Advances in Social Sciences Research Journal, 9(7), 787–793. https://doi.org/10.14738/assrj.97.12248

Sinaga, H. D. E., Gultom, P., & ... (2024). Pengaruh Promosi Dan Citra Merek Terhadap Keputusan Pembelian Sepeda Motor Honda Di Pt. Indah Sakti Motorindo. Journal of Science …, 4307(1), 38–43.

Siregar, M. (2021). Jurnal Diversita Analisis Kepuasan Pelanggan. 7(1), 114–120.

Sujarweni, V. W. (2019). Metodologi Penelitian - Bisnis & Ekonomi (1st ed.). Pustakabarupress.