Analisis Perilaku Penggunaan Ulang E-Wallet Menggunakan Model DeLone dan McLean
Abstract
The rapid development in this era has influenced the increased use of e-transaction services. The majority of Indonesian millennials prefer to use these transaction services. E-wallet companies need to observe the services provided to consumers. The aim of this study is to evaluate the impact of user behavior of digital payment applications, OVO and GoPay e-wallets by utilizing the DeLone and McLean Model. Data in this study, was questionary, was obtained by distributing online survey to OVO and GoPay users in Batam and Tembilahan City who were aged between 27 and 42 years and had experience using both applications. Data was processed in SPSS version 25 and AMOS statistical program. The findings of this study indicate that there exists insight that electronic servqual and electronic-trust have an impact on the degree of user-satisfaction, while electronic-servqual, electronic-trust, and electronic-satisfaction have an impact on electronic loyalty towards these two applications in Batam and Tembilahan City.
Keywords: E-wallet; OVO; GoPay; DeLone and McLean Model
Abstrak
Perkembangan yang cepat pada saat ini telah berdampak pada peningkatan pemanfaatan layanan transaksi elektronik. Mayoritas milenial Indonesia lebih memilih untuk menggunakan layanan transaksi tersebut. Perusahaan e-wallet perlu mengamati pelayanan yang diberikan kepada konsumen. Penelitian ini bertujuan untuk mengevaluasi dampak perilaku pengguna aplikasi pembayaran digital, dompet elektronik OVO dan GoPay dengan memanfaatkan Model DeLone dan McLean. Data untuk penelitian ini yaitu kuesioner diperoleh melalui penyebaran survei daring kepada pengguna OVO dan GoPay di Kota Batam dan Tembilahan yang berusia antara 27 hingga 42 tahun dan memiliki pengalaman penggunaan kedua aplikasi tersebut. Pengolahan data dilaksanakan menggunakan software statistik SPSS versi 25 serta AMOS. Hasil penelitian ini mengungkapkan bahwa terdapat wawasan bahwa kualitas layanan elektronik dan kepercayaan elektronik memiliki pengaruh terhadap tingkat kepuasan pengguna, sementara e-servqual, e-trust, dan e-satisfaction berdampak pada loyalitas elektronik terhadap kedua aplikasi ini di Kota Batam dan Tembilahan.
Keywords
References
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