The Influence of Intention To Use Digital Wallet Applications, E-Service Quality And Trust on Consumer Satisfaction Toward Digital Payment Applications
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Published:
Jan 26, 2024
Keywords:
E-Service Quality, Trust, Consumer Satisfaction, E-Money
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Abstract
This research aims to see whether there is an influence between electronic service quality and trust on the decision to use electronic money services and its impact on consumer satisfaction. The population in this study is all people who use electronic money. This study's sample strategy makes use of a probability sampling process. The method of choice is straightforward random sampling. The sample for this study will consist of 100 respondents in total. Questionnaires and literature reviews were the modalities of data gathering employed in this study. The chosen method of research for this study will be quantitative research. The research methodology employed in this study is path analysis. The following conclusions were drawn from the analysis's findings: first, the e-service quality variable directly influences judgments. The trust factor is similar in that it likewise directly affects choices. Second, factors related to e-service quality and trust have a big impact on judgments at the same time. Third, decision variables, trust, and the quality of e-services all have a direct impact on customer happiness. Fourth, customer happiness is significantly impacted by decision variables, e-service quality, and trust all at the same time. Fifth, through decisions to utilize e-money services, there is an indirect relationship between e-service quality and trust and consumer happiness. Therefore, the quality of electronic services, the level of consumer trust, and purchasing decisions significantly shape consumer satisfaction, both directly and through indirect influences. These results provide an in-depth look at the factors influencing consumer decisions and satisfaction in the context of e-services.
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Apriliani, R., Prakoso, T., Rustaman, D., Dharmawan, D., & Wildan Nuryanto, U. (2024). The Influence of Intention To Use Digital Wallet Applications, E-Service Quality And Trust on Consumer Satisfaction Toward Digital Payment Applications. Jurnal Informasi Dan Teknologi, 6(1), 125-131. https://doi.org/10.60083/jidt.v6i1.485
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References
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[4] Ricardianto, P., Ikhsan, R., Setiawati, R., & Gugat, R. (2020). How to improve ship crew’s work effectiveness through the leadership style, work life balance and employee engagement in Indonesia national shipping. Management Science Letters, 10(2), 399-410.
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[11] Kelvinia, K., Putra, M. U. M., & Efendi, N. (2021). Pengaruh Lokasi, Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian. Jurnal Wira Ekonomi Mikroskil, 11(2), 85-98.
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[18] Wahyuningsih, S. S., Fajri, T. I., Octiva, C. S., & Adhicandra, I. (2023). Comparison Analysis of Service Performance Using Kruskal Wallis-Friedman Test to Minimize Waiting Time in Toll Gate System. Jurnal Informasi dan Teknologi, 189-195.
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[20] Pahlawansah, H., Octiva, C. S., & Muafiqie, H. (2023). Measurement Analysis of the Level of E-Commerce Adoption Readiness in SMEs Using Technology Readiness Index Method. Jurnal Sistim Informasi dan Teknologi, 193-197.
[21] Setyoparwati, I. C, “The Influence of Consumer Trust Dimensions on Customer Satisfaction in E-Commerce in Indonesia,” Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), vol. 3, no. 3, pp. 111–119, 2019.
[22] F. Sudirjo, L. K. Candra Dewi, W. Desty Febrian, I. Sani, and D. Dharmawan, "The Measurement Analysis of Online Service Quality Toward State Banking Customers Using Structural Equation Modeling", jidt, vol. 6, no. 1, pp. 50-56, Jan. 2024.
[23] D. K. Pramudito, N. Ahmad, R. Suwanda, M. Zakaria, and L. Judijanto, "Designing an E-Recruitment Information System Using Simple Additive Weighting Method for Employee Recruitment in Banking Industry", jidt, vol. 5, no. 4, pp. 19-25, Nov. 2023.
[24] Hasanun, D. Abdullah, and M. Daud, “Pengembangan Sistem E-Learning Politeknik Negeri Lhokseumawe dengan Model Vark ”, jidt, vol. 5, no. 4, pp. 222-228, Dec. 2023.
[25] A. Faridhatul Ulva, D. Abdullah, Masriadi, Nurhasanah, N. Alimul Haq, and B. Ulumul Haq, “AROS(AgRO-Smart) : Smart City Pertanian dengan Track and Trace GPS berbasis Mobile”, jidt, vol. 5, no. 4, pp. 78-91, Nov. 2023.
[26] S. Armet, “Metode Certainty Factor dalam Mengidentifikasi Gangguan Koneksi Internet pada Metro Ethernet”, jidt, vol. 5, no. 1, pp. 1-6, Mar. 2023.
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[29] D. . K. Pramudito, A. . Titin Sumarni, E. . Diah Astuti, B. . Aditi, and Magdalena, "The Influence of User Trust and Experience On User Satisfaction Of E-Commerce Applications During Transactions in Mini Markets Using Delon and McLean Method", jsisfotek, vol. 5, no. 4, pp. 1–7, Oct. 2023.
[30] Murini, Widyatmoko, M. Djauhari, N. Idris, and A. Suroso, "Analysis of The Influence of Digital Financial Literacy, Digital Platforms, Return and Accountability on Public Intention to Invest Outside Java", jsisfotek, vol. 5, no. 4, pp. 19–24, Nov. 2023.
[31] F. Sudirjo, D. . Ahmad Yani, A. . Suroso, Kadarsih, and A. . Ar Rakhman Awaludin, “Comparative Analysis of Customer Acceptance of Digital Wallet Gopay, Dana and Ovo Using Unified Theory of Acceptance and Use of Technology”, jsisfotek, vol. 5, no. 4, pp. 38–43, Dec. 2023.