Open AccessThe Effect of Transaction Experience Using Digital Wallets on User Satisfaction in Millennial Generation
Author(s) -
Suryari Purnama,
Cicilia Sriliasta Bangun,
Safiani A. Faaroek
Publication year - 2021
Publication title -
aptisi transactions on management
Language(s) - English
Resource type - Journals
eISSN - 2622-6812
pISSN - 2622-6804
DOI - 10.33050/atm.v5i2.1593
Subject(s) - database transaction , online transaction processing , nonprobability sampling , transaction processing system , computer science , transaction processing , business , population , database , medicine , environmental health
The purpose of this study to determine the effect after transaction failure and after failure recovery on the transaction experience, the effect after transaction failure and recovery from transaction failure using digital wallets on user satisfaction, especially in the millennial generation. The population of this study is all digital wallet users in the DKI Jakarta province with a total sample of 94 digital wallet users. The sampling method uses purposive sampling with the criteria of digital wallet users who have made transactions for at least 1 year, this is intended so that these respondents already have transaction experience and are at least 17 years old. Meanwhile, the data processing used Structural Equation Modeling analysis software Lisrel. The results showed: (1) Transaction failure affects the transaction experience of digital wallet users; (2) Transaction failure recovery will affect the transaction experience of digital wallet users; (3) Transaction experience affects the satisfaction of digital wallet users; (4) Transaction failure has no effect on digital wallet user satisfaction; (5) Transaction failure recovery affects the satisfaction of digital wallet users. The novelty of this research is transaction failure has no effect on digital wallet user satisfaction. In addition, the benefits that are felt are far greater than the failures that are experienced, especially when recovery from failure is carried out quickly and precisely.