The role of digital financial literacy and speed of service in increasing customer satisfaction at the Kutuh Village Credit Institution (LPD) in Badung, Bali.
Abstrak
This study aims to analyze the influence of digital financial literacy and service speed on savings customer satisfaction at the Village Credit Institution (LPD) of Kutuh in Badung, Bali. The background of this research is driven by the development of digital financial technology that enhances service efficiency, yet is hindered by the low level of digital literacy among customers. The research method employed is explanatory research with a quantitative approach. The population consists of 1,500 savings customers, with a sample of 100 respondents determined using the Slovin formula. Primary data were collected through questionnaires, while secondary data were obtained from relevant literature. Data analysis was conducted using Partial Least Squares - Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results reveal that: (1) Digital financial literacy has a positive and significant effect on customer satisfaction; (2) Digital financial literacy has a positive and significant effect on perceived service speed; and (3) Perceived service speed has a positive and significant effect on customer satisfaction. These findings confirm that enhancing digital financial literacy encourages optimal utilization of digital services, thereby improving perceived service speed and savings satisfaction.
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