Kualitas Layanan dan Niat Menggunakan Kembali: Studi Empiris pada Pengguna Platform E-Wallet

Abstract

f use and e-service quality on intention to continue use among e-wallet platform users in Indonesia, with customer satisfaction as a mediating variable. This research employs a quantitative approach using a survey method by distributing questionnaires to e-wallet users in Indonesia. The collected data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method. The results indicate that perceived ease of use and e-service quality have a positive and significant effect on intention to continue use. In addition, perceived ease of use and e-service quality are also proven to have a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction has a positive and significant effect on intention to continue use and acts as a mediating variable in the relationship between perceived ease of use and e-service quality on intention to continue use. These findings emphasize that customer satisfaction is a key factor in encouraging the continued use of e-wallet services. This study contributes theoretically by extending the application of the Technology Acceptance Model (TAM) through the integration of e-service quality and customer satisfaction variables. Practically, the results of this study can serve as a basis for e-wallet service providers to improve ease of use and digital service quality in order to maintain long-term user loyalty.

Keyword: Perceived Ease of Use, E-Service Quality, Customer Satisfaction, Intention to Continue Use, E-Wallet

Abstrak

Perkembangan pesat industri financial technology (fintech), khususnya layanan e-wallet, menuntut penyedia layanan untuk tidak hanya fokus pada tingkat adopsi, tetapi juga pada keberlanjutan penggunaan oleh pengguna. Penelitian ini bertujuan untuk menganalisis pengaruh perceived ease of use dan e-service quality terhadap intention to continue use pada pengguna platform e-wallet di Indonesia, dengan customer satisfaction sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada pengguna e-wallet di Indonesia. Data yang diperoleh dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa perceived ease of use dan e-service quality berpengaruh positif dan signifikan terhadap intention to continue use. Selain itu, perceived ease of use dan e-service quality juga terbukti berpengaruh positif dan signifikan terhadap customer satisfaction. Selanjutnya, customer satisfaction berpengaruh positif dan signifikan terhadap intention to continue use, serta berperan sebagai variabel mediasi dalam hubungan antara perceived ease of use dan e-service quality terhadap intention to continue use. Temuan ini menegaskan bahwa kepuasan pelanggan merupakan faktor kunci dalam mendorong keberlanjutan penggunaan e-wallet. Penelitian ini memberikan kontribusi teoretis dengan memperluas penerapan Technology Acceptance Model (TAM) melalui integrasi variabel e-service quality dan customer satisfaction. Secara praktis, hasil penelitian ini dapat menjadi dasar bagi penyedia layanan e-wallet untuk meningkatkan kemudahan penggunaan dan kualitas layanan digital guna mempertahankan loyalitas pengguna dalam jangka panjang.

Kata kunci: Perceived Ease of Use, E-Service Quality, Customer Satisfaction, Intention to Continue Use, E-Wallet