Track: Modeling and Simulation

Abstract

Technological developments that occur today, have made various companies compete with each other to create various technologies that can assist daily activities. One of these technologies is digital money or digital wallet (e-wallet) as a transaction tool. In Indonesia, there are various digital money providers or digital wallets that have received permission from Bank Indonesia, one of which is the Ovo e-wallet. Due to the large number of digital wallet providers, competition is getting tougher, so creating and maintaining customer loyalty is very important so that customers remain loyal to using the service and do not switch to other similar services. This study was conducted to determine how much influence service quality has on customer satisfaction and loyalty in using OVO digital wallet services when making digital payment transactions. In addition, non-probability sampling was used in sampling and analysed using the Structural Equation Modelling (SEM) method. The tool used in managing the data that has been collected is using the SmartPLS software. The results obtained are service quality has a positive and significant influence on customer satisfaction and customer loyalty. So it can be concluded that good service quality can maintain and improve customer satisfaction and customer loyalty who use the Ovo e-wallet in their transactions.