Faktor Pengaruh User Experiences dan Service Quality pada Continuance Intention to Use untuk Mobile Payment pada Generasi Millenial

Andriyadi, Citra (2021) Faktor Pengaruh User Experiences dan Service Quality pada Continuance Intention to Use untuk Mobile Payment pada Generasi Millenial. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pada awal tahun 2020 seluruh dunia mengalami pandemik Covid-19 atau biasa disebut dengan virus Corona, tak terkecuali Indonesia. Sejak saat itu pemerintah menerapkan Kebijakan PSBB. Kebijakan tersebut menimbulkan fenomena yang baru dimasyarakat yaitu kebiasaan transaksi tunai menjadi digital. Hal tersebut dikarenakan dapat membantu memberhentikan rantai penularan Covid-19. Salah satu pembayaran digital yang ada di Indonesia adalah e-wallet. OVO telah mencatatkan pertumbuhan pengguna baru sebanyak 267%. OVO juga mencatatkan bahwa pengguna terbesarnya dalam rentang umur 25 – 35 tahun sebesar 43% yang merupakan generasi millennial. Pertumbuhan e-wallet terjadi disejumlah kota besar seperti beberapa kota di Jawa Timur. Perubahan menjadi transaksi digital memberikan banyak keuntungan seperti bisa bertransaksi dimana saja dan kapan saja. Namun terdapat beberapa kendala yang dapat menyebabkan konsumen menjadi tidak puas terhadap penggunaan aplikasi tersebut contohnya adalah user interface yang kurang bagus dan juga persaingan yang ketat dalam dunia e-wallet yang dapat menyebabkan konsumen dapat berpindah ke aplikasi lain dengan mudah. Oleh karena itu penting untuk mengetahui faktor apa yang berpengaruh pada continuance to use pada generasi millenial. Metode yang digunakan dalam penelitian ini adalah menggunakan Partial Least Square – Structural Equation Modelling (PLS-SEM). Terdapat jumlah responden sebanyak 200 orang yang berdomisili di Jawa Timur dan jumlah transaksi e-wallet lebih dari satu kali dalam seminggu serta berada pada rentang usia 25-35 tahun. Hasil dari studi penelitian ini menunjukkan bahwa, penggunaan e-wallet dipengaruhi oleh user experiences seperti perceived credibility, perceived usefulness, perceived integration, dan service quality. Trust juga dinilai sebagai faktor penting dalam penggunaan e-wallet. ===================================================================================================== At the beginning of 2020 the whole world experienced the Covid-19 pandemic or commonly known as the Corona virus, including Indonesia. Since then the government has implemented the PSBB Policy. This policy has created a new phenomenon in the community, namely the habit of turning cash transactions into digital. This is because it can help stop the chain of transmission of Covid-19. One of the digital payments in Indonesia is e-wallet. OVO has recorded a new user growth of 267%. OVO also noted that 43% of its largest users are in the age range of 25-35 years, which are millennials. The growth of e-wallet occurs in a number of big cities such as several cities in East Java. The change to digital transactions provides many advantages such as being able to transact anywhere and anytime. However, there are several obstacles that can cause consumers to be dissatisfied with the use of the application, for example, the user interface is not good and also the intense competition in the world of e-wallet which can cause consumers to switch to other applications easily. Therefore, it is important to know what factors influence the continuance to use of the millennial generation. The method used in this research is Partial Least Square – Structural Equation Modeling (PLS-SEM). There are 200 respondents who live in East Java and the number of e-wallet transactions is more than once a week and is in the age range of 25-35 years. The results of this research study indicate that the use of e-wallet is influenced by user experiences such as perceived credibility, perceived usefulness, perceived integration, and service quality. Trust is also considered an important factor in the use of e-wallet.

Item Type: Thesis (Masters)
Uncontrolled Keywords: mobile payment, OVO, millennial, perceived credibility, perceived usefulness, perceived integration, service quality, trust, continuous intention
Subjects: H Social Sciences > HF Commerce > HF5415.32 Consumers' preferences
H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5548.34 Mobile commerce.
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User: Citra Andriyadi
Date Deposited: 10 Aug 2021 13:58
Last Modified: 10 Aug 2021 13:58
URI: https://repository.its.ac.id/id/eprint/85446

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