Analyzing User Satisfaction with the DANA E-Wallet Using the E-Service Quality, CSI, and Kano Methods

Advancements in technology and information have enabled various types of services to be conducted digitally. E-wallet is an application system used for cashless payments. Some applications that fall under E-Wallet include Dana, GoPay, LinkAja, OVO, and ShopeePay. According to research findings, these e-wallet applications compete with each other to provide quality services to their users. This study uses three satisfaction calculation methodologies to assess the DANA e-wallet’s quality and gauge customer satisfaction: E-Service Quality, CSI, and Kano. Based on the calculation results in this research, DANA is already categorized as satisfactory. However, there are several attributes that should always be prioritized because they impact user satisfaction based on user needs, particularly in the efficiency dimension, where “the DANA application should be easy to use and user-friendly, and transactions should be done quickly.”