The Effect of Benefits, Service Quality, Ease of Use on the Attractiveness and Satisfaction of Dana's E-Wallet Consumers

Hani Aprilia Sari(1*), Minto Waluyo(2)

(1) Universitas Pembangunan Nasional "Veteran" Jawa Timur
(2) Universitas Pembangunan Nasional "Veteran" Jawa Timur
(*) Corresponding Author


The COVID-19 pandemic has changed all community activities that should have been carried out directly (offline) into online activities, including transaction activities. The change in the pattern of online transactions has turned into an e-wallet (e-wallet). This study has a purpose, namely to determine the effect of variable benefits, service quality, and ease of use on the attractiveness and satisfaction of DANA E-Wallet consumers. This research is a quantitative research conducted at the e-wallet company PT Elang Sejahtera Mandiri, namely DANA. The focus of this research is on users of the DA-NA application. The population of this study was conducted on DANA e-wallet users in Indonesia using sampling data. In this study using as many as 20 indicators. This research is included in cross sectional research, namely research that is used to determine the comparative relationship of several subjects who want to be studied with a sample of respondents through one data collection. The results of the study of the effect of the variables of benefit, service quality, and ease of use on the attractiveness and satisfaction of DANA E-Wallet consumers showed that the benefits and service quality had a positive effect on the attractiveness of using DANA e-wallet. Meanwhile, user convenience cannot be proven in this study because the convenience variable is excluded from the research model


Attractiveness, benefits, ease of use, service quality, satisfaction customers

Article metrics

Abstract views : 382 | views : 0

Full Text:



Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., Ghazali, P.L., 2019. Assessing The Effects Of Service Quality On Cus-tomer Satisfaction. Manag. Sci. Lett. 9, 13–24. Https://Doi.Org/10.5267/J.Msl.2018.11.004

Archa, K.H.I., 2017. The Influence Of Trust, Cus-tomer Value And Attractiveness On The Intention Of Customers To Save At Bank Bca Surabaya.

Asnawi, A.A., Awang, Z., Afthanorhan, A., Mo-hamad, M., Karim, F., 2019. The Influ-ence Of Hospital Image And Service Quality On Patients’ Satisfaction And Loyalty. Manag. Sci. Lett. 9, 911–920. Https://Doi.Org/10.5267/J.Msl.2019.2.011

Goddess, L., 2021. The Effect Of Weeding Col-lection On The Ease Of Access To Stu-dent Information Sman 5 Banda Aceh.

Ernawati, N., Noersanti, L., 2020. Effect Of Per-ception Of Benefits, Ease Of Use And Confidence In The Interest Of Use In The Ovo Application. Influence The Percep-tion Of Benefits, Ease Of User. And Trust In User Interest. In The App. Ovo.

Gofur, A., 2019. Customer Satisfaction And Price To Customer Satisfaction. Ris. Management. And Fak Business. Ekon. Uniat 4, 37-44.

Pratama, A.B., Suputra, I.D.G.D., 2019. The In-fluence Of The Perception Of Benefits, The Perception Of Ease Of Use, And The Degree Of Confidence In The Interest In Using Electronic Money. E-Journal Ac-count. 27, 927. Https://Doi.Org/10.24843/Eja.2019.V27.I02.P04

Safitri, B.I., Kusstianti, N., Lutfiati, D., Megasari, D.S., 2021. The Role Of Beauty Advisor As A Consumer Attraction In The Pur-chase Of Cosmetic Products 10, 154-159.

Saidani, B., Lusiana, L.M., Aditya, S., 2019. Analysis Of The Influence Of Website Quality And Trust On Customer Satisfac-tion In Forming Re-Purchase Interest In Shopee Customers. J. Ris. Management. Indonesian Science. 10, 425–444.

Silaen, E., Prabawani, B., 2019. Effect Of Per-ception Of Ease Of Use Of E-Wallet And Perception Of Benefits And Promotions On Interest In Rebuy Ovo E-Wallet Bal-ance. J. Science Adm. Business 8, 155-163.

Solomon, A.F.H., 2019. The Influence Of Kevin Sanjaya Sukamuljo As A Celebrity En-dorsement On The Purchase Decision Of Yonex Brand Products.

Tjiptono, F., 2014. Marketing Services (Princi-ples, Application, And Research). Andi, Yogyakarta.

Widiyanti, W., 2020. The Effect Of Expediency, Ease Of Use And Promotion On The De-cision To Use The Ovo E-Wallet In Depok. Monet. - J. Akunt. And Money. 7, 54–68. Https://Doi.Org/10.31294/Moneter.V7i1.7567



  • There are currently no refbacks.

Copyright (c) 2022 Hani Aprilia Sari, Minto Waluyo, Minto Waluyo

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This Journal has been listed and indexed in :

Copyright of Jurnal Inovasi Bisnis (p-ISSN : 2338-4840, e-ISSN : 2614-6983)

Creative Commons License
Inovbiz: Jurnal Inovasi Bisnis is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Editorial Office :
Pusat Penelitian dan Pengabdian kepada Masyarakat
 Politeknik Negeri Bengkalis 
Jl. Bathin alam, Sungai Alam Bengkalis-Riau 28711 

View Inovbiz Statistics