The Influence Of Customer Experience Towards Flip’s Customer Satisfaction

Abstract

Along with the development in this era of globalization, the internet has influenced all of aspects such as people lifestyle, business, and
company. Many companies also use information technology and the Internet to develop various types of services, especially in the
field of financial technology. Flip is an application that owned by PT Fliptech Lentera Inspirasi Pertiwi which aims to help people send
money securely without any transaction fee. However, many factors that can affect the can review their satisfaction. By seeing the
importance of this study to understand the factors of customer experience that can influence customer satisfaction of Flip’s users in
Indonesia. This research uses quantitative descriptive and causal based on the customer experience and customer
satisfaction. The sample in this research amounted to 100 respondents who have been use Flip’s service. Then, the
sampling technique used is probability sampling. The regression results found that customer experience has significant
effect on customer satisfaction, because the sig. value obtained is 0.000 or < 0.05. Likewise, customer intern of
customer such as the company could give offering free admin fee.