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

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Penilaian

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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.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507002834	T173429	T1734292025	Central Library (Reference)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1734292025

Publisher

: Prodi Sistem Informasi, Fakultas Ilmu Komputer Universitas Sriwijaya., 2025

Collation

xiv, 46 hlm.; ill.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

005.360 7

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Sistem informasi

Specific Detail Info

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Statement of Responsibility

EM

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