Digital Payment System Literacy On Customer Satisfaction With Digital Financial Services
Farhana Revalia Usman Adnan1,*Andini Siswoyo2, Erdiyansyah3, Muhammad. Afandi4, Moh. Royfandi5

tadulako university

Abstract

This study examines how digital payment system literacy affects customer satisfaction in digital financial services. The increased use of financial technology and the expansion of digital payment platforms such as digital wallets, mobile banking, and QRIS have changed consumer transaction behavior, highlighting the importance of literacy in ensuring satisfaction, trust, and confidence in digital transactions. A quantitative research design was used with a Likert scale questionnaire distributed to active users of digital financial services. The questionnaire was designed based on an established theoretical framework in digital literacy and customer satisfaction to ensure accurate and reliable measurement of variables. The sampling technique used in this study was purposive sampling, which was chosen because the study focused on specific respondents who met certain criteria, namely individuals aged 18 to 35 who actively used digital payment applications such as GoPay, OVO, DANA, ShopeePay, or mobile banking at least three times a week. The data was analyzed using simple regression analysis to test the direct and combined effects of digital payment literacy on customer satisfaction.

Keywords: Digital Financial Literacy, Digital Payment Systems, Digital Financial Services, Customer Satisfacti.

Topic: Financial Management and Banking