Effect of Differentiation of Pospay Kiosk Services on the Decision to Use an Application as a Consumer Service

B. Pujiati (), Iwan Gunawan, Ratih Huriyati and Mokh Adib Sultan
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B. Pujiati: Universitas Pendidikan Indonesia
Iwan Gunawan: Universitas Pendidikan Indonesia
Ratih Huriyati: Universitas Pendidikan Indonesia
Mokh Adib Sultan: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 725-729 from Springer

Abstract: Abstract Technological developments are increasing rapidly, making payment system activity patterns continue to develop to become more practical by the lifestyle of today’s modern era society. Consumers from every level of society today prefer payment systems that tend to be easy and fast, have many service features, and provide many benefits for them. Payment applications with user-friendly features or ease of use that can be accessed on electronic devices such as gadgets are starting to be developed, one of which is Pospay Kios. This research was conducted to examine the influence of Pospay Kios service differentiation on consumer decisions to use the application. Using an Associative Quantitative approach, this research included service differentiation variables as independent variables and competitive advantage as dependent variables. Data were collected through questionnaires and multiple linear analysis was used to evaluate the relationship between variables. The research results showed that there was a positive and significant influence between service differentiation and competitive advantage, indicating that the higher the service differentiation, the greater the competitive advantage. Descriptive analysis also showed that good service differentiation was considered important by consumers. This research provides new insights into how to increase consumer adoption and satisfaction through service differentiation.

Keywords: Behavior Formation; Competitive Advantage; Intention to Reuse Pospay Kios Services; Service Differentiation (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-443-3_95

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