Aulia, Aulia (2023) PENGARUH KUALITAS PELAYANAN, PERSEPSI KEGUNAAN TERHADAP KEPUTUSAN BERKELANJUTAN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA PENGGUNAAN OVO SEBAGAI PEMBAYARAN PADA TOKO HOMPIMPA PARTY. Undergraduate Thesis thesis, UIN Raden Fatah Palembang.
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Abstract
ABSTRACT This research aims to investigate the impact of service quality, perceived benefits, and customer satisfaction on sustainable decision making in the use of digital wallets (OVO). The use of OVO is increasing and has significant implications in consumer decisions regarding continued use. This study uses a quantitative approach with a population and total sample of 40 respondents. Data was collected through questionnaires and documentation and analyzed using classical assumption tests, path analysis, and calculating the influence of variables. Service quality and perceived usefulness significantly influence consumer satisfaction, and service quality and perceived usefulness also significantly influence sustainable decisions. Apart from that, consumer satisfaction also has a significant influence on sustainable decisions in using OVO. This research provides insight into the factors that influence the adoption and use of OVO as well as the important role of customer satisfaction in shaping sustainable decisions in the use of digital wallets. Recommendations for companies are to increase customer satisfaction, establish better communication with users, and continue to provide innovation in OVO to influence users' decisions in maintaining the use of digital wallets. Keywords: Service Quality, Perceived Usefulness, Sustainable Decisions, Consumer Satisfaction, Digital Wallet (OVO)
| Item Type: | Thesis (Undergraduate Thesis) |
|---|---|
| Subjects: | Ekonomi dan Bisnis Islam > Perbankan Syariah |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > 61206 - Perbankan Syariah (S1) |
| Depositing User: | AULIA 1920603090 |
| Date Deposited: | 12 Jan 2024 03:25 |
| Last Modified: | 12 Jan 2024 03:25 |
| URI: | http://repository.radenfatah.ac.id/id/eprint/34018 |
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