Modeling Customer Satisfaction with the Service Quality of E-Money in Increasing Profit of PT. Telekomunikasi Indonesia

Abstract

E-money is an embodiment of a modern banking system that uses a means of payment using cards or applications that are already connected to a bank account. Every year e-money users increase significantly, but the increase is not accompanied by an increase in transactions made using e-money. Last year, it was noted that e-money users were only 35% active. Some clinical studies have established an assessment of service quality, there are several dimensions that are assessed according to the topic of the study. The dimensions of service quality used in this study are dimensions of ease of use, reliability, responsiveness, privacy, and security. It is important to develop a systems analysis approach that can be used for the development and evaluation of service quality, both at the tactical and strategic level. This study aims to present a taxonomic analysis of the dynamic system approach for modeling and simulating customer satisfaction on the quality of e-money services. By using a dynamic system, a model can be drawn that describes the relationship of dimensions on service quality, so that it can be used as a reference to create new policies in order to increase customer satisfaction. The results of this modeling are subjective frameworks to assist companies in making policies that are suitable for increasing customer satisfaction and loyalty.

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