Effect of Differentiation of Pospay Kiosk Services on the Decision to Use an Application as a Consumer Service

(Case study: PT Pos Indonesia (Persero))

DOI

10.2991/978-94-6463-443-3_95How to use a DOI?

Keywords

Behavior Formation; Competitive Advantage; Intention to Reuse Pospay Kios Services; Service Differentiation

Abstract

Technological developments are increasing rapidly, making payment system activity patterns continue to develop to become more practical by the lifestyle of today’s modern era society. Consumers from every level of society today prefer payment systems that tend to be easy and fast, have many service features, and provide many benefits for them. Payment applications with user-friendly features or ease of use that can be accessed on electronic devices such as gadgets are starting to be developed, one of which is Pospay Kios. This research was conducted to examine the influence of Pospay Kios service differentiation on consumer decisions to use the application. Using an Associative Quantitative approach, this research included service differentiation variables as independent variables and competitive advantage as dependent variables. Data were collected through questionnaires and multiple linear analysis was used to evaluate the relationship between variables. The research results showed that there was a positive and significant influence between service differentiation and competitive advantage, indicating that the higher the service differentiation, the greater the competitive advantage. Descriptive analysis also showed that good service differentiation was considered important by consumers. This research provides new insights into how to increase consumer adoption and satisfaction through service differentiation.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - B. Pujiati
AU  - Iwan Gunawan
AU  - Ratih Huriyati
AU  - Mokh Adib Sultan
PY  - 2024
DA  - 2024/06/26
TI  - Effect of Differentiation of Pospay Kiosk Services on the Decision to Use an Application as a Consumer Service
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 725
EP  - 729
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_95
DO  - 10.2991/978-94-6463-443-3_95
ID  - Pujiati2024
ER  -