EVALUASI TINGKAT LOYALITAS PENGGUNA PADA APLIKASI DANA DENGAN MENGGUNAKAN METODE NET PROMOTER SCORE

SAGALA, YOEL CHRYSTOVER and Sanjaya, Muhammad Rudi (2025) EVALUASI TINGKAT LOYALITAS PENGGUNA PADA APLIKASI DANA DENGAN MENGGUNAKAN METODE NET PROMOTER SCORE. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to evaluate the level of user loyalty toward the DANA application using the Net Promoter Score (NPS) method. In an era of rapid digital transformation, digital wallet applications have emerged as a primary solution for conducting practical and efficient financial transactions. The research employs a quantitative approach through questionnaires distributed to 207 active DANA users residing in Palembang. Respondents were classified into three categories: Promoters (score 9–10), Passives (score 7–8), and Detractors (score 0–6), and their responses were analyzed to obtain the overall NPS. The results reveal an NPS value of 63.27%, with 68.1% of respondents classified as Promoters, 27% as Passives, and 4.83% as Detractors. Although the application demonstrates relatively high user loyalty, several issues, such as technical disruptions and transaction process challenges, require immediate attention to improve overall user satisfaction. The findings are expected to offer strategic insights for developers to enhance service quality and strengthen competitiveness in the ever-evolving fintech market.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	DANA Application, User Loyalty, Net Promoter Score, Fintech, Service Evaluation
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General) T Technology > T Technology (General) > T1-995 Technology (General) > T18 Modern T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.64 Management of information systems Production capacity. Manufacturing capacity Cf. HD69.C3 Economics Cf. TS176+ Manufacturing engineering
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Yoel Chrystover Sagala
Date Deposited:	21 May 2025 02:38
Last Modified:	21 May 2025 02:38
URI:	http://repository.unsri.ac.id/id/eprint/173429

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