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Securing Digital Wallet Loyalty: Unveiling the Impact of Privacy and Security

Scientific Journal of Informatics · Vol. 11 No. 2 (2024) · hlm. 287–302

DOI
10.15294/sji.v11i2.2423
ISSN
2407-7658, 2460-0040
Terbit
2024-05-12
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

Purpose: The study investigates the fast-evolving fintech landscape, specifically the impact of digital wallets on the financial industry. It focuses on the competitive digital wallet market in Indonesia, examining how service quality influences user satisfaction and loyalty in a saturated market. By integrating a Security variable into the E-Servqual method, this research aims to offer a new perspective on assessing the effects of digital wallet services on user satisfaction and loyalty. Methods: This study employs the Modified E-Servqual model with an added Security variable to explore how service quality variables like Site Organization, Efficiency, Personal Needs, Privacy, Reliability, Responsiveness, Security, and User’s Friendliness impact customer satisfaction and loyalty in digital transactions. Surveying 287 digital wallet users, mostly GoPay, OVO, ShopeePay and DANA, the research provides a detailed analysis of these variables' effects on E-Customer Satisfaction and E-Customer Loyalty. Result: The findings show that digital wallet users value certain service quality aspects differently in terms of their impact on satisfaction and loyalty. While variables like Reliability, User’s Friendliness, Personal Needs, Privacy, Security, and Efficiency significantly influence user satisfaction, Site Organization and Responsiveness do not. This highlights the importance of security and efficiency in enhancing user satisfaction and loyalty in digital wallets. Novelty: The study's novel contribution is integrating a Security variable into the E-Servqual method, enhancing the assessment of digital wallets' inherent security risks. This integration provides a detailed analysis of how security impacts user satisfaction and loyalty, alongside other service quality factors. This systematic evaluation offers new insights for improving service quality, benefiting companies in the competitive digital wallet market, and informing future research on customer loyalty and provider success.

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  • Telkom University
  • University of Technology Malaysia
  • King Mongkut's Institute of Technology Ladkrabang
  • Politeknik Negeri Madiun
  • Catholic University of Zimbabwe
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Rekan penulisOrganisasiArtikel bersama
Hendrick HernandoPoliteknik Negeri Madiun1
Leo T. MatarukaCatholic University of Zimbabwe1
Muhammad Mirza QusyairiAfiliasi tidak diketahui1
Revi Raka PutraTelkom University1
Novian Anggis SuwastikaUniversity of Technology Malaysia1
Maslin Bte MasromUniversity of Technology Malaysia1
Qori QonitaAfiliasi tidak diketahui1
Hilal Hudan NuhaTelkom University1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/sji/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Securing Digital Wallet Loyalty: Unveiling the Impact of Privacy and Security</dc:title>
	<dc:creator xml:lang="en">Utomo, Rio Guntur</dc:creator>
	<dc:creator xml:lang="en">Yasirandi, Rahmat</dc:creator>
	<dc:subject xml:lang="en">Digital wallet</dc:subject>
	<dc:subject xml:lang="en">Financial technology</dc:subject>
	<dc:subject xml:lang="en">Modified E-Servqual model</dc:subject>
	<dc:subject xml:lang="en">Security</dc:subject>
	<dc:subject xml:lang="en">Service quality</dc:subject>
	<dc:description xml:lang="en">Purpose: The study investigates the fast-evolving fintech landscape, specifically the impact of digital wallets on the financial industry. It focuses on the competitive digital wallet market in Indonesia, examining how service quality influences user satisfaction and loyalty in a saturated market. By integrating a Security variable into the E-Servqual method, this research aims to offer a new perspective on assessing the effects of digital wallet services on user satisfaction and loyalty.
Methods: This study employs the Modified E-Servqual model with an added Security variable to explore how service quality variables like Site Organization, Efficiency, Personal Needs, Privacy, Reliability, Responsiveness, Security, and User’s Friendliness impact customer satisfaction and loyalty in digital transactions. Surveying 287 digital wallet users, mostly GoPay, OVO, ShopeePay and DANA, the research provides a detailed analysis of these variables' effects on E-Customer Satisfaction and E-Customer Loyalty. 
Result: The findings show that digital wallet users value certain service quality aspects differently in terms of their impact on satisfaction and loyalty. While variables like Reliability, User’s Friendliness, Personal Needs, Privacy, Security, and Efficiency significantly influence user satisfaction, Site Organization and Responsiveness do not. This highlights the importance of security and efficiency in enhancing user satisfaction and loyalty in digital wallets.
Novelty: The study's novel contribution is integrating a Security variable into the E-Servqual method, enhancing the assessment of digital wallets' inherent security risks. This integration provides a detailed analysis of how security impacts user satisfaction and loyalty, alongside other service quality factors. This systematic evaluation offers new insights for improving service quality, benefiting companies in the competitive digital wallet market, and informing future research on customer loyalty and provider success.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2024-05-12</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/sji/article/view/2423</dc:identifier>
	<dc:identifier>10.15294/sji.v11i2.2423</dc:identifier>
	<dc:source xml:lang="en">Scientific Journal of Informatics; Vol. 11 No. 2: Regular Issue; 287-302</dc:source>
	<dc:source>2407-7658</dc:source>
	<dc:source>2460-0040</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/sji/article/view/2423/335</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2024 Scientific Journal of Informatics</dc:rights>
</oai_dc:dc>