Year: 2025
Type: article
Study design: Observational Study
Abstract: This research will be useful for OVO companies operating in the digital wallet industry, to better understand how to maintain customer satisfaction. The results of this research are also useful for academics who are interested in marketing, because this research will understand more deeply about what makes customers satisfied. In this research, we will look at how Perceived Usefulness and Trust influence OVO user satisfaction among the people of Surabaya City, which is an important part of the market for OVO. The research method used is associative research with a quantitative approach. There are four variables used in this research, including 3 independent variables and a dependent variable. In this research, the dependent variable is consumer satisfaction (Y). The independent variables in this research are Perceived Usefulness (X1), and Trust (X2). This research uses a Likert scale. The population in this study were OVO digital wallet users in the city of Surabaya. Partial testing of variables Perceived Usefulness it is known that t count > t table is 3.578 > 1.984 so it can be concluded that the variable Perceived Usefulness significant effect on Customer Satisfaction Partial testing of variables Trust on customer satisfaction, it is known that t count < t table, namely 1.952 < 1.984, so it can be concluded that the Trust variable has no significant effect on customer satisfaction.
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4411354334