Analysis Level of User Satisfaction with the Neobank Application in Daerah Khusus Jakarta
Abstract
This study aims to determine the satisfaction of Neobank application users in Daerah Khusus Jakarta and their intention to continue using it in the future. This research uses a quantitative approach with a cross-sectional survey design method. The cross-sectional survey design was used in this study to collect data on the level of satisfaction of Neobank application users in Daerah Khusus Jakarta. The population in this study includes individuals who are or have used the Neobank application. In this study, the sample was taken using purposive sampling and distributing questionnaires online via Google Form. The sample used in this study was 120 people. The sample criteria in this study consisted of individuals who live in the Daerah Khusus Jakarta area, over 18 years of age and users of the Neobank application or have used the Neobank application. This study uses validity and reliability tests as research instrument tests. This study uses four data analysis techniques, namely t-value and mean test used to process data. The results of this study indicate that there are four indicators to determine the level of satisfaction of Neobank application users in DKI Jakarta. The four indicators include ease of use and satisfaction, system information and arrangement, usefulness, and intention to use. The results of this study prove that ease of use and satisfaction have a major effect on user satisfaction in using the Neobank application. This research is expected to be used by companies as a basis for conducting Neobank user satisfaction surveys and improving or providing satisfaction for users.
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