PosPay Application Services as an Alternative Digital Wallet (E-Wallet) (Case Study at PT Kantor Pos Wonosari Branch)

Abstract

This study aims to examine the influences of (1) efficiency on the service quality of PosPay application, (2) increase in effectiveness on the service quality of PosPay application, and (3) efficiency and effectiveness on the service quality of PosPay application. PosPay application is an innovation from Indonesian Post Company/PT Pos Indonesia which provides digital financial transaction services. This study used a quantitative correlational method. Data were collected by distributing questionnaires to 357 respondents who used the PosPay application at the Wonosari branch Post Office. The results of the questionnaire were then processed to obtain data on the influence of efficiency and effectiveness on service quality. Then, multiple linear regression analysis techniques was used in hypothesis testing. The results of the study show that efficiency has a positive and significant influence on service quality with a t-value of 8.249 and a significance level of 0,000. Then, effectiveness has a positive and significant influence on service quality with a t-value of 4.563 and a significance of 0,000. At last, (3) efficiency and effectiveness simultaneously affect service quality by 41% with F count 123.118 > F table 3,02. Based on the result, it is concluded that the lack of system efficiency and effectiveness will affect the service quality of the PosPay application service.