Abstract:
User satisfaction can be said to be one of the priority factors determining the success of
an e-wallet application so that e-wallet provider companies must pay attention to
supporting things on the system or application that can add to user satisfaction. This
study was aimed at analyzing the satisfaction of DANA e-wallet users. The purpose of
this study was to find out the extent of user satisfaction, the factors that user complaints,
and recommendations to the DANA e-wallet to be able to increase user satisfaction. The
EUCS (End User Computing Satisfaction) method can analyze factors that affect user
satisfaction based on user experience in using the system by paying attention to the
dimensions of content, accuracy, format, ease of use, and timelines. The data collection
technique in this study was to use a questionnaire that was distributed to 349
respondents of e-wallet users in Pekanbaru City. The analysis technique carried out in
this study was using the User Satisfaction Index (IKP) and the Importance Performance
Analysis (IPA) Method. The results of this study, namely the overall level of user
satisfaction which can be seen from the IKP value with a percentage of 81,18%. It
shows users are very satisfied with the performance of the DANA e-wallet. In addition,
none of the factors that are complaints for users can be seen from quadrant I of the
results of the IPA Method. This research also provided recommendations to the DANA
e-wallet in accordance with the results of the IPA Method analysis.
