Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Security terhadap Continuance Usage Intention dengan Electronic Word of Mouth (e-WOM) sebagai mediator pada pengguna ShopeePay di kalangan Generasi Z.

Aryajati, Muhammad (2025) Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Security terhadap Continuance Usage Intention dengan Electronic Word of Mouth (e-WOM) sebagai mediator pada pengguna ShopeePay di kalangan Generasi Z. Other thesis, institut teknologi sepuloh nopember.

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Abstract

Pertumbuhan transaksi keuangan digital di Indonesia terus meningkat seiring dengan meluasnya penggunaan dompet digital. Namun, keberlanjutan penggunaan di kalangan Generasi Z yang cenderung mudah berpindah platform masih menjadi tantangan yang perlu dikaji lebih dalam.Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Ease of Use, Perceived Usefulness, dan Security terhadap Continuance Usage Intention dengan Electronic Word of Mouth (e-WOM) sebagai variabel mediasi pada pengguna ShopeePay di kalangan Generasi Z di Kota Surabaya. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei menggunakan kuesioner yang melalui teknik purposive sampling dengan kriteria pengguna aktif ShopeePay yang termasuk Generasi Z (usia 17 hingga 30) dan berdomisili di Surabaya. Data yang terkumpul kemudian dianalisis menggunakan Partial Least Squared-Structural Equation Modelling PLS-SEM. Model penelitian ini mengintegrasikan teori Technology Acceptance Model (TAM) yang dimodifikasi dengan penambahan variabel security dan e-WOM. Hasil penelitian ini menemukan bahwa variabel Security dan Electronic Word of Mouth terbukti berpengaruh positif dan signifikan dalam meningkatkan niat penggunaan berkelanjutan ShopeePay.Akan tetapi, Perceived Ease of Use dan Perceived Usefulness tidak memberikan pengaruh secara langsung terhadap Continuance Usage Intention pada Generasi Z di Surabaya. Temuan ini menunjukkan bahwa aspek keamanan, pengaruh sosial digital, persepsi kemudahan, dan kegunaan memiliki peran penting dalam mendorong pengguna untuk tetap memakai layanan keuangan digital secara berkelanjutan. Penelitian ini dapat memberikan kontribusi teoritis dalam pengembangan model TAM dengan menambahkan faktor Security dan e-WOM dalam konteks keuangan digital.
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The growth of digital financial transactions in Indonesia continues to increase alongside the widespread adoption of digital wallets. however, continuance usage among Generation Z, who tend to switch platforms easily, remains a critical challenge. This study aims to analyze the effects of Perceived Ease of Use, Perceived Usefulness, and Security on Continuance Usage Intention, with Electronic Word of Mouth (e-WOM) as a mediating variable among ShopeePay users from Generation Z in Surabaya. This research employs a quantitative approach using a survey method with questionnaires distributed through purposive sampling, targeting active ShopeePay users aged 17–30 years and domiciled in Surabaya. The collected data were analyzed using Partial Least SquaresStructural Equation Modeling (PLS-SEM). The research model integrates the Technology Acceptance Model (TAM) with the addition of security and e-WOM variables. The results reveal that Security and Electronic Word of Mouth have a positive and significant effect on enhancing ShopeePay continuance usage intention. However, Perceived Ease of Use and Perceived Usefulness do not have a direct effect on continuance usage intention among Generation Z in Surabaya. These findings indicate that security aspects, digital social influence, perceived ease of use, and perceived usefulness play important roles in encouraging users to continue using digital financial services. This study contributes theoretically to the development of the Technology Acceptance Model (TAM) by incorporating Security and electronic Word of Mouth (e-WOM) factors within the context of digital financial services.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Continuance Usage Intention , e-WOM, Perceived Ease of Use, Perceived Usefulness, Security = Continuance Usage Intention , e-WOM, Perceived Ease of Use, Perceived Usefulness, Security
Subjects:	H Social Sciences > HF Commerce > HF5415.1265 Internet marketing. H Social Sciences > HF Commerce > HF5415.32 Consumers' preferences
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Aryajati Muhammad
Date Deposited:	26 Jan 2026 06:23
Last Modified:	26 Jan 2026 06:23
URI:	http://repository.its.ac.id/id/eprint/130282

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