The influence of customer service skills and user interface on dana e-wallet user loyalty
DOI:
https://doi.org/10.35335/ijafibs.v13i4.461Keywords:
Customer Service Skills, Dana, E-Wallet, User Interface, User LoyaltyAbstract
The development of digital technology has driven the increased use of digital-based financial services, one of which is the DANA e-wallet. User loyalty is a crucial factor in sustaining e-wallet usage, which is influenced not only by the technological features provided but also by the quality of service interactions and the ease of application use. This study aims to analyze the influence of customer service skills and user interface on the loyalty of DANA e-wallet users. This research employs a quantitative approach with a causal method and is analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) through SmartPLS software. The data were collected from active DANA e-wallet users who met the research criteria. The results indicate that the user interface has a positive and significant effect on user loyalty, with a path coefficient of 0.379 and a T-statistic value of 3.716. In addition, customer service skills also have a positive and significant effect on user loyalty, with a path coefficient of 0.366 and a T-statistic value of 3.595. These findings show that the user interface has a more dominant influence than customer service skills in enhancing the loyalty of DANA e-wallet users. Therefore, e-wallet user loyalty depends not only on the quality of the technological system but also on the quality of service and the ease of interaction perceived by users. This study is expected to contribute to the development of strategies for improving service quality and application interface design of e-wallets in Indonesia.
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