Consumer Satisfaction Using e-Wallets

According to Ministerial Regulation No. 14 of 2017 IKM is a tool to measure the level of community satisfaction as service users and improve the quality of public services. The purpose of this study was to measure the level of community satisfaction in the village. Calculation Method Satisfaction value is "weighted average value of each service element". The results showed that 9 indicators; Requirements have a very good value, Mechanisms and system procedures are not good, Time for completion of Kuang Good, Costs / Tariffs are very good, Product Specifications, Types of Service are very good, Competence of Implementers are very good, Behavior of Implementers is very good, Handling of complaints and suggestions is very good, facilities very good.

According to Ministerial Regulation No. 14 of 2017 IKM is a tool to measure the level of community satisfaction as service users and improve the quality of public services. The purpose of this study was to measure the level of community satisfaction in the village. Calculation Method Satisfaction value is "weighted average value of each service element". The results showed that 9 indicators; Requirements have a very good value, Mechanisms and system procedures are not good, Time for completion of Kuang Good, Costs / Tariffs are very good, Product Specifications, Types of Service are very good, Competence of Implementers are very good, Behavior of Implementers is very good, Handling of complaints and suggestions is very good, facilities very good.

INTRODUCTION
The development of technology brings many changes that occur around us. One example is the payment system in economic transactions. The use of money as a means of payment has become a basic need in almost every community activity. Money as a means of payment has evolved, starting from the form of metal, paper, until now it has developed into a more practical form, namely electronic money. It is undeniable that non-cash payment methods are rife in today's social and economic life. Some companies show off their tricks by offering massive discounts to attract consumers' attention and actually influence consumers to become more consumptive, so they can't control themselves over their use. According to Haryani and Herwanto (2015: 7) consumptive behavior is a form of behavior to buy a product without rational considerations or not based on needs, such as buying goods because of gifts offered, or buying goods because many people use the goods. So, it can affect people's consumptive behavior in consuming them without limits or buying excessively.
Consumptive behavior towards society in changing the pattern of human life is influenced by several factors, including the strength of socio-cultural factors and the strength of psychological factors. so as to fulfill pleasure alone without being based on rational considerations (Dikria, Okky dan Sri Umi Mintarti W. 2016). Consumptive behavior that occurs in the Bengkulu community is no exception, of course it can be predicted to experience the same behavior, so it can identify the impact of a greater influence such as the reasons for purchasing products because of the lure of gifts, purchasing products because of attractive packaging, purchasing products to maintain one's appearance. and prestige, purchasing products based on price considerations not because they are based on benefits and uses, purchasing products just to maintain status, and using products because of conformity to the advertised model, and so on.
Another thing that affects people's consumptive behavior experienced in using an electronic wallet or e-wallet is impulsive buying, where a person buys behavior solely because it is based on a sudden desire, waste occurs by wasting a lot of funds without realizing it. clear needs and seeking pleasure which is done solely for pleasure and satisfaction. The non-cash payment system is in great demand by the general public, mainly because of the benefits obtained such as a faster, more efficient payment process and the benefits of discounts that are obtained when used. However, psychologically shopping using a digital wallet or e-wallet can cause addiction and dependence. According to Davis in Pratama dan Dewa (2019: 931) interest is defined as the level of how strong a person's desire or urge to do a certain action is to use an application. So, the problem that is done by the community is a wasteful attitude caused by a lack of individual control over their hobbies, due to the lack of understanding between needs and desires, so that it can worsen financial health conditions. Furthermore, shopping with an application, e-wallet or digital wallet on a gadget/mobile or laptop can also affect shopping styles that tend to be consumerist. It is the same with the use of e-money, which is used as a digital payment tool to provide convenience and speed in making payment transactions without the need to carry cash (Diani,. et,al 2020;Nonika, Inggiharti, 2020;Fitriadi, Ferry 2019). It is also still the next problem for people who do not fully understand the use of e-money and there are still many views among the public, that non-cash has a big risk and has many weaknesses. The purpose of this study was to determine the extent of the influence of the use of e-wallet and e-money on the level of consumer consumptive shopping at Matahari Department Store Bengkulu City.

Types of Research
This research is a quantitative descriptive research, Sugiyono (2016:13) says descriptive research, namely, research conducted to determine the value of independent variables, either one or more variables without making comparisons, or connecting with other variables. Quantitative research methods, as stated by Sugiyono (2016:8) are research methods based on the philosophy of positivism, used to examine certain populations or samples, data collection using research instruments, data analysis is quantitative/statistical, with the aim of testing hypotheses that has been established. Thus, this study only describes the influence of E-Wallet and E-Money on the consumptive behavior of the people of Bengkulu City.

Sampling Techniques
The sampling technique used in this study is the accidental sampling technique, which is selecting any member of the population who coincidentally meets and can provide the necessary information. The population is consumers who shop at Matahari Department Store Bengkulu City. The sample is 100 consumers who have made transactions using e-Wallet and e-Money. The questions in the closed questionnaire were made with a Likert scale with a score of 1 to 5. This Likert scale was used by researchers because it had a middle value that was used to explain indecision or was neutral in choosing an answer.

Analysis Method
All data processing in this study was assisted by using data processing software, namely SPSS (Statistical Product and Service Solutions) Version 22. Furthermore, the research was carried out with research instruments, namely; Validity Test, Reliability Test, Multiple Linear Regression, T test, F test. The form of the multiple regression equation is as follows:

Data Validity Analysis
The indicators of customer loyalty, positive response, convenience are all valid and significant. the calculated value of the validity of the question items is greater than the value of the Validity Coefficient of 0.2324 (r table, DF = n-2). The validity coefficient is shown in table 1.  The indicators of customer loyalty, positive response, convenience, are all valid and significant. the calculated value of the validity of the question items is greater than the value of the Validity Coefficient of 0.2324 (r table, DF = n-2). The validity coefficient is shown in table 1.

Multiple Linear Regression Analysis
The results of multiple linear regression showed that all variables in this study had a significance below 0.005, so the hypothesis of all variables was accepted. e-Wallet and e-Monney have an effect on consumer behavior of Matahari department store consumers.  Based on the comparison of the calculated F value with the F table, the calculated F value is greater than the Ftable value, namely 13,204> 2.46, it is concluded that the hypothesis is accepted, meaning that there is a simultaneous effect between e-wallet and e-money on the variable of consumptive behavior.

DISCUSSIONS
The results showed that the e-wallet variable had a positive and significant effect on the consumptive behavior of consumers who shopped at Matahari Dept Store. Consumers feel that there is convenience in shopping, which is no need to carry cash. These results are in line with the research of Suyoto, & Pranowo, (2016:20) that there is convenience in using e-wallet. The advantages of using an ewallet are; practical and efficient so you don't have to bother carrying a lot of money, ATMs, credit cards, and debit cards when traveling. This result is also supported by Cahyani's research (2021), people prefer to use e-wallet, because ewallet offers more attractive promotion. In the e-money variable there is a significant influence on consumer behavior in shopping. e-money is faster and more convenient than cash. According to Bayu (2014: 3) electronic money is a means of payment that replaces conventional money, can be used and distributed as a medium of exchange stored in digital format on a computer or micro chip in a card. This result is also supported by research by Hasrian (2021) and Diani (2020) that e-money has an effect on consumer behavior.

CONCLUSIONS AND RECOMMENDATIONS
Based on the results of research and discussion, it can be concluded that 1) there is a significant influence between e-wallet on consumptive behavior of consumers who shop at the Dept.store in Bengkulu city. This means that there is convenience in shopping without the need to carry cash. 2) There is a significant influence between e-money on the consumptive behavior of consumers who shop at the Bengkulu City Dept.store. This means that e-money is faster and more convenient than cash, so that it has a positive impact or advantage in its work.
Based on the results of this study, the authors provide suggestions 1) For users of e-wallet and e-money to be more considerate of the principle of benefit, because the use of electronic technology should not be for mere pleasure and not based on rational considerations. 2) It is expected that consumers who behave consumptively should take advantage of the sophistication of payment instruments which are usually called electronic money, because these payment instruments are safer, not easily damaged and easy to use. 3) For further researchers, they can look for other variables, apart from e-wallet and e-money, in order to increase knowledge in the use of electronic money.

FURTHER STUDY
This study has a limited number of respondents who are still small, and are still in one area, namely only one Department Store. Furthermore, shopping with an application, e-wallet or digital wallet on a gadget/mobile or laptop can also affect shopping styles that tend to be consumerist. It is the same with the use of e-money, which is used as a digital payment tool to provide convenience and speed in making payment transactions without the need to carry cash. It is also still the next problem for people who do not fully understand the use of e-money and there are still many views among the public, that non-cash has a big risk and has many weaknesses.