Conceptual Framework for Digital Wallet User Satisfaction

The development of smartphones in developing countries continues to increase from year to year. The development of smartphones encourages the creation of various applications, one of which is the digital wallet. Further research in the digital payment area will always be needed because payment services will continue to grow and change. The competitive advantage of a digital payment can be built from factors that affect the acceptance and intention to use the service. One factor in digital payment is continuance intention or intention to use which is determined by user satisfaction. User satisfaction is important for digital payment success, so it's important to research. Between satisfaction and quality, it is known that there is a positive relationship. One way to measure the quality of a product is to compare perceptions with consumer expectations by using the SERVQUAL method. This study aims to determine the factors that influence consumer satisfaction with digital wallet based on the gap between perceptions and user expectations. The result of this study can be used as an improvement suggestion for digital wallet development.