THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICES IN INDONESIA
This study aims to evaluate the effectiveness of digital wallets service qualities using Kano Model. Understanding customer needs and satisfaction is crucial in developing products. Background Problems: In the “new normal” era, payment method is predicted to shift to digital wallets. For quality improvement, digital wallet companies should understand customer needs and satisfaction. This study used the Kano model to analyze customer needs and satisfaction in OVO and ShopeePay, two digital wallets widely used for online shopping transactions during COVID19. Novelty: Although studies into the Kano model implementation towards e-commerce exist, there are no specific studies on the model implementation concerning digital wallet payments amid COVID-19. The Kano model is significant in understanding which software products generate high customer satisfaction, which will give a greater influence, as well as necessary attributes for the customers. Research Methods: This study employed the Kano model as one of the most relevant method to measure customer satisfaction by measured of each attribute’s quality. Finding/Results: Most features of OVO and ShopeePay are categorized into the “must be” and “one dimensional” category. The satisfaction map results indicate that most items placed in the “indifferent” quadrant denote the unfulfilled customer expectations. Conclusion: OVO and ShopeePay should improve the items placed in the “indifferent” quadrant first. This study contributes empirically and theoretically by emphasizing the Kano model’s utility for digital wallet services and providing new insights for digital wallet companies and the government on Indonesians’ usage of digital wallets in the “new normal”.
Detail Information
Bagian
Informasi
Pernyataan Tanggungjawab
Pengarang
Vanesa Hana Budiarani - Personal Name (Pengarang)Rahmat Maulidan - Personal Name (Pengarang)Diki Putra Setianto - Personal Name (Pengarang)Ipuk Widayanti - Personal Name (Pengarang)
Edisi
Publish
No. Panggil
Subyek
Klasifikasi
Judul Seri
GMD
Manuscript
Bahasa
English
Penerbit
GADAH MADA INTERNASIONAL JOURNAL OF BUSINESS
Tahun Terbit
2022
Tempat Terbit
Makassar
Deskripsi Fisik
referensi
Info Detil Spesifik
Citation
APA Style
Vanesa Hana Budiarani . (2022).
THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICES IN INDONESIA (Publish).Makassar:GADAH MADA INTERNASIONAL JOURNAL OF BUSINESS
Chicago Style
Vanesa Hana Budiarani .
THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICES IN INDONESIA (Publish).Makassar:GADAH MADA INTERNASIONAL JOURNAL OF BUSINESS,2022.Manuscript
MLA Style
Vanesa Hana Budiarani .
THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICES IN INDONESIA (Publish).Makassar:GADAH MADA INTERNASIONAL JOURNAL OF BUSINESS,2022.Manuscript
Turabian Style
Vanesa Hana Budiarani .
THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICES IN INDONESIA (Publish).Makassar:GADAH MADA INTERNASIONAL JOURNAL OF BUSINESS,2022.Manuscript