Indonesia Conference Directory

Although many Indonesians still have difficulties accessing financial services, they are already actively using Internet technology, and the mobile phone network is spreading to 99% of Indonesia. This suggests an opportunity for FinTech to overcome the limitations of existing financial services and improve the Indonesian financial index. One of the largest payment services in Indonesia is OVO, which has been established since 2017. The aim of this study is to investigate the effect of service quality on customer satisfaction and loyalty in using OVO as e-wallet in Jakarta. This study used a quantitative approach focusing on cause and effect relationship among variables. The study involved 180 OVO users as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of Smart PLS 3.2 version program. The results indicated that Service Quality has a positive effect on Customer Satisfaction, Service Quality has a negative effect on Customer Loyalty, and Customer Satisfaction has a positive effect on Customer Loyalty. The study of “The Effect of Service Quality on Customer Loyalty and Satisfaction in using OVO as E-wallet” should be beneficial for future researchers to design their investigation on similar study. Moreover, the finding could help OVO and other e-wallet to improve their service quality.