Analisis Satisfaction Using E-Wallet Melalui Intention To Continuous Use : Studi Empiris Di Kabupaten Tangerang

Abstract

The purpose of this study is to explore the variables that influence e-wallet users intentions to reuse digital payments in 2023 (in this case Shopeepay).These variables are: Perceived ease of use,Perceived usefulness,Subjective norm,Attitude,Confirmation,Habit, trust
and User Satisfaction. The questionnaire was shared with 191 respondents for data collection. The survey used a purposive sampling method to select the respondents. The criteria are: (1) aged 17 years or above, (2) User of Shopeepay, (3) domiciled in Tangerang district, (4) Using Shopeepay in the last 3 months at least 2 transactions (Prathama & Sahetapy, 2019). This study is a quantitative research with using Structural Equation Model (SEM) method with data processing and analysis using the SmartPLS device.The researcher tested the validity and reliability with factor analysis using SPSS.The findings in this research are perceived usefulness,perceived ease of use, subjective norm, attitude,confirmation which indirectly have a significat effect on the intention of reusing e-wallet through user satisfaction.The intention of reusing the e-wallet service is not significantly impacted by the habit variable. While the intention to reuse e-wallet services is highly impacted by trust management. Perceived usefulness and ease
of use are variables whose coefficient value determinations (R-Square) pass through intervening attitude in a ratio of 0,644 or 64,40%. The chance for other factors to explain was 31,10% because the subjective norm, attitude, and confirmation had passed via the variable of intervening user pleasure by 0,689 or 68,90. Based on the data, it can be inferred that habit may not always be a significant component in a person's intention to use an electronic wallet on a regular basis. The consumer's intention to use Shopeepay services may be influenced by perceived utility, perceived ease of use, attitude, subjective norm, confirmation, user satisfaction, and trust. As a
result, businesses should pay closer attention to how to increase the consumer's intention to use Shopeepay again.