Service Quality Dimensions of Crypto Assets Platform in Indonesia

Ronny Immanuel Hutauruk and Erlinda Nusron Yunus ()
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Ronny Immanuel Hutauruk: Sekolah Tinggi Manajemen PPM
Erlinda Nusron Yunus: Sekolah Tinggi Manajemen PPM

A chapter in Proceedings of the 4th Asia Pacific Management Research Conference (APMRC 2022), 2023, pp 210-229 from Springer

Abstract: Abstract Crypto asset platforms in Indonesia have great potential to grow in the future and the competition in the industry will increase. This study aims to determine the quality dimensions based on user expectations and perceptions of the service quality of crypto-asset platforms in Indonesia. This study uses mixed methods consisting of qualitative and quantitative methods. The researcher conducted interviews with 30 informants to collect qualitative data on quality variables. The respondents are crypto-asset platform users who have been using the service for more than 6 months and the data collection techniques use convenience sampling techniques combined with snowball sampling. The researcher uses NVivo software to organize and synthesize the collected data to produce variables. These variables were developed into a measuring instrument in the form of a questionnaire. Two experts conducted separate face validity on the questionnaire, then the researcher conducted a pre-test on 30 respondents, before finally being distributed to a total of 100. The results of this study found that the service quality of crypto-asset platforms in Indonesia has the dimensions of reliability, responsiveness, ease of use, security, credibility, and appearance.

Keywords: Crypto Assets; Crypto Asset Platform; Quality Dimension (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-076-3_15

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