Determining Factors of Fintech Ovo Customer Satisfaction in Jakarta

DOI

10.2991/assehr.k.220404.122How to use a DOI?

Keywords

brand image; customer satisfaction; perceived value

Abstract

The purpose of this study was to determine the effect of brand image on perceived value, the effect of brand image on customer satisfaction, the effect of perceived value on customer satisfaction, and the effect of brand image on customer satisfaction when mediated by the value variable perceived by OVO e-wallet customers. The analytical method used is a linear regression with data processing using SmartPLS 3.3.2 software. The research population is OVO application users in Jakarta, Indonesia. The number of samples is 100 respondents. Methods of data collection using a questionnaire. The results showed: brand image has a positive effect on perceived value, brand image has a positive effect on customer satisfaction, perceived value has a positive effect on customer satisfaction, and brand image has a positive effect on customer satisfaction with perceived value as a mediating variable.

Copyright

© 2022 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Sarwo Edy Handoyo
AU  - Djody Parerung
AU  - Herlin Tundjung Setijaningsih
PY  - 2022
DA  - 2022/04/21
TI  - Determining Factors of Fintech Ovo Customer Satisfaction in Jakarta
BT  - Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021)
PB  - Atlantis Press
SP  - 772
EP  - 777
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220404.122
DO  - 10.2991/assehr.k.220404.122
ID  - Handoyo2022
ER  -