The Effect of Service and User Interface on Consumer Satisfaction in Remittances from South Korea to Indonesia through the GME Application

ABSTRACT


INTRODUCTION
In the current global era, currency exchange between two countries has become an inseparable part.South Korea and Indonesia are two countries with strong business relations, such as [1] the placement relationship of Indonesian workers working in South Korea.The large number of people who go to work in South Korea in this case, Indonesian workers or Indonesian migrants have a need for an efficient and reliable international money transfer service from South Korea to Indonesia.The services provided can be in the form of remittances by opening an account at a conventional bank and then sending the money through the conventional bank.As well as through applications provided by developers in South Korea who collaborate with conventional banks in Indonesia such as Sentbe, E9 Pay, Hanapass, and GME.Some of the available applications are platforms that play an important role in facilitating remittances from South Korea to Indonesia.Of course, with some advantages in each application available in the application that can be taken into consideration for sending money from South Korea to Indonesia.Along with the growth in the number of international financial transactions, technical infrastructure, delivery speed and user experience are the main factors that determine the success of money transfer services from South Korea to Indonesia.
Customer satisfaction is one of the important aspects of remittance services from South Korea to Indonesia, in the long run a service does not only depend on technical infrastructure.[2] According to Zeithaml and Bitner, customer satisfaction is " [3] customer's evaluation of a product or service in terms of whether that product or service has met their needs and expectation."Consumers who are satisfied with the products / services purchased and used will return to use the services / products offered.This will build consumer loyalty.In this case, the service User Interface GME has an important role to ensure that the process of sending money from South Korea to Indonesia can be done easily and quickly and provide a satisfying experience for consumers in South Korea.Design User Interface Not only functional but also able to present clear and interesting information for users is an aspect that must be taken seriously.User Interface is a visual display of the entire content in the application used that we are used to seeing and using is generally easy to understand by users.
Understand how to design user interface being able to influence user perceptions in terms of ease and trust in sending money from South Korea to Indonesia is a major challenge in the context of User Interface GME application.Aspects such as visual preferences, menu service layout, and language are very important things to consider to ensure that, in this case, the GME application provides services that can be a satisfaction for GME application users to send money from South Korea to Indonesia.Moreover, with many newly launched applications as competitors to the GME application, in this case GME as one of the providers of money transfer applications from South Korea to Indonesia must provide User Interface Use of applications that provide satisfactory service for each user of the application.

Customer Service
Service is an Act given by one party to another party that basically does not exist and results in ownership of something called quality service.Clients are more likely to choose a company that offers high-quality services in this regard.[4] 2

.2 User Interface
User Interface is the way a program interacts with its users and is a part of computers and software that can be felt, touched, and understood by humans.User Interface is also part of the design and creation of displays in a computer or software.Indicators. 1) Connection, 2) Ease, 3) Orientation, 4) Informative, 5) User-Friendliness, 6) Personalization, and 7) Continuity are hallmarks of UI, Ganggi [5].

Customer Satisfaction
Consumer satisfaction consists of expectations and perceived performance or results.Customer expectations are usually customers' estimates or beliefs about what they will receive when they buy or use a good or service [6].
According to Tsafarakis satisfaction is the process of comparing experiences with evaluation results; It can produce something spiritual and not just as comfortable as expected or imagined [6].

METHODS
This study uses a quantitative research approach to explore how service quality and user interface affect consumer satisfaction in remittance transactions through the GME application.Using a crosssectional survey methodology, data was collected from GME users in South Korea who sent money to Indonesia.Through convenience sampling, 150 respondents were selected to ensure representation.Data collection is done by distributing structured questionnaires electronically, ensuring participant confidentiality, and obtaining consent.The survey was disseminated via email, social media, and online forums to reach a broad spectrum of GME users.
Data analysis for this study used SPSS version 26, a statistical software package widely used in social science research.The collected data is fed into SPSS for analysis, which includes several key steps.Descriptive analysis provides an overview of sample characteristics and variable distribution through mean, frequency, and percentage.Reliability analysis assesses the consistency of survey instruments through Cronbach's alpha coefficient, ensuring reliability thresholds are met.Pearson's correlation analysis explains the relationship between service quality, user interface, and consumer satisfaction.Multiple linear regression analysis measures the predictive capacity of service quality and user interface to customer satisfaction.In addition, significance testing, such as t-tests or ANOVA, can be performed to see demographic-based differences in satisfaction scores.The findings are then interpreted, drawing conclusions about the impact of service quality and user interface on consumer satisfaction in GME remittance transactions.Recommendations for service providers emerge from these insights, which aim to improve consumer satisfaction.

Company Profile
South Korea's leading fintech company, has become a major milestone in bringing leading-edge financial solutions to individuals and businesses.Backed by stateof-the-art technology and a talented team, we have built a reputation as an innovative, fast, and affordable financial services provider.
Our commitment to shared growth and customer success shines through our wide range of superior products and services.They range from fast and low-cost crossborder payments, to private worldwide remittances with a few clicks, as well as paperless loans that can be applied for via application and funds can be received on the same day.
Our digital wallets make it easy to deposit, withdraw, send, and pay easily, while our money exchange services offer better exchange rates than conventional banks.With the convenience of mobile topups for domestic and international operators in more than 150 countries, as well as fast and easy local switching between accounts in multiple languages, we have proven ourselves as a leader in the financial revolution in South Korea.Under the leadership of CEO Sung Jong Hwa, we continue to invest in our cutting-edge technology and human resources, with the aim of achieving mutual growth, customer success, and providing the best financial solutions for everyone.With our vision to define a new standard in innovative and affordable financial services, [Fintech Company Name] remains the top choice for those looking for reliable and efficient financial solutions in South Korea.

Respondent Demographics
The demograpi of this study consists of gender, occupation and level of education.From the SPSS calculation carried out, it is known that the percentage of types of work, namely as many as 12% are PMI, while 46% are as private employees, 16% are as factory workers, and the remaining 26% are as coolies.

Test validity
Validity tests are carried out to ensure that the instruments used in the study are sufficiently accurate and reliable for the desired measurement purpose.By ensuring the validity of the instruments, researchers can be more confident that the data collected will produce reliable and reliable results for further analysis.If the significance value (sig.sig.) is less than 0.05 or the rr-count value is greater than rr-table at a significance level of 5%, then the statement item in the questionnaire is considered valid.Conversely, if the significance value (sig.sig.) is greater than 0.05 or the rr-count value is less than rrtable at a significance level of 5%, then the statement item in the questionnaire is considered invalid.The results of the tests conducted using SPSS as recruits are as follows:

Reliabilits
Reliability tests determine how consistent and reliable the tool is to measure the same variables or constructs at different times or conditions.The Cronbach alpha coefficient is a popular tool for assessing the reliability of measurement tools.The reliability test results are as follows: From the calculation results with SPSS it is known that the value of each variable has a Cronbach alpha value of more than 0.06 (> 0.06), so it can be concluded that variable X 1 (Service), Variable X2 (User interface) and variable Y (customer satisfaction) is reliable.

Uji Prasyarat 1) Classical Assumption Test a. Normalitas
Classical assumption tests are performed prior to specific statistical analysis to ensure that the data meet the requirements of the analysis.According to the basic principles of classical assumption testing, a sig value > 0.05 indicates normally distributed data, and a sig value < 0.05 indicates non-normally distributed data.The results of the examination are as follows:

Source : data by spss output processed, year 2024
The results of the SPSS test of kolmogrov Smirnov's normality test, it can be known that a significant result of variable 2.00 greater than 0.05 concludes that the data are normally distributed and meet multiple regression linear analysis.

b. Multicollinearity
One of the main assumption tests in regression analysis is multicollinearity.This occurs when two or more independent variables in a regression model correlate significantly with each other.This can cause problems to understand regression coefficients and cause parameter estimates to be inconsistent.The tolerance test, or variable inflation factor (VIF), usually indicates the presence of significant multicollinearity.VIF values greater than 10 or tolerances less than 0.1 usually indicate the presence of significant multicollinearity.The basis for taking the multicollinearity test is that if the tolerance value > 0.10 then there is no multicollinearity, and if the tolerance value < 10.00 then multicollinearity occurs, based on the results of the SPSS output test carried out, a service tolerance value of 0.095 and a user interface of 0.095 is obtained, which shows that the tolerance value > 0.10 and < 10.00, meaning that there is no mulitcollinearity.

c. Heteroscedasticity
One common assumption in regression analysis is heteroscedasticity, meaning that there is an imbalance in the variance of the dependent variable along the values of the independent variable.Thus, the variance of the dependent variable can change systematically according to the change in the values of the independent variable.

Figure 1. SRESID by ZPRED SCATTETERPLOT
From the test results using SPSS and obtained a scatterplot graph where the points on the graph spread randomly and well, above or below the y-axis of the number 0, it can be concluded that there is no heteroscedasticity in the regression model, and can predict service and userinterface to customer satisfaction

2) Multiple Regression Linear Analysis
The significance value (sig.sig.) of a statistical test is used to determine whether the relationship between the independent and dependent variables is linear.If the significance value of the linearity test is less than the established threshold, usually 0.05, then we cannot reject the assumption that the relationship between the independent and dependent variables is linear.In this situation, we assume that the relationship satisfies the assumption of linearity.that affects customer satisfaction, while the user interface factor (= 0.141) is the lowest factor that affects consumer satisfaction  1  2  2 in sending money from South Korea to Indonesia through the GME application.

3) Hypothesis Test
A partial test, also known as a partial hypothesis test, is a statistical method used to evaluate how each independent variable impacts the dependent variable in multiple regression models.The following are the results of SPSS testing: From the SPSS output, it is known that the hypothesis criteria of the t test ( partial ) on the service variable are rejected if the sign > 0.05 and accepted if the sign > 0.05, the SPSS

Table 1 . Gender Statistics
Based on the table above, we can see that the number of respondents is 100% male

Table 2 . Types of Education Education Level
Based on the table above, we can know that the level or level of education of respondents there are 16.7% at the high school level, 78% are at the diploma education level, and 5.3% are at the undergraduate level

Table 8 . Multiple regression linear test Coefficient
The standard error value of 0.971 can be explained that the entire variable calculated by the SPSS test has an error rate of 0.972.If the lower the standard error value, the better the regression model is at explaining variations in the data.Based on tests conducted with SPSS conducted, the regression obtained that, the service variable factor  1 ( = 0.203) is the largest factor