Nilam Sari, Helman Fachri

The Influence Of Perceived Ease Of Use And Trust On Intention To Re-Use The Dana E-Wallet Application Through Customer Satisfaction As An Intervening Variable Among Student Users In Pontianak

Introduction

The influence of perceived ease of use and trust on intention to re-use the dana e-wallet application through customer satisfaction as an intervening variable among student users in pontianak. Analyze factors influencing student intention to re-use the Dana e-wallet in Pontianak. Discover how perceived ease of use and trust impact customer satisfaction and re-use loyalty.

Abstract

The advancement of technology has driven consumer behavior changes toward digital transactions, including the use of e-wallets. Although the Dana application has become one of the most popular e-wallets in Pontianak, with a 72% increase in users in 2023, complaints regarding ease of use, security, and user satisfaction persist. This study aims to analyze the influence of Perceived Ease of Use and Trust on Intention to Re-Use, with Customer Satisfaction as an intervening variable. The research employs a quantitative approach with 100 respondents selected through purposive sampling and analyzed using Partial Least Squares-based Structural Equation Modeling (PLS-SEM). The results show that Perceived Ease of Use significantly affects Customer Satisfaction (T-Statistic = 3.519; P-Value = 0.000) but does not significantly impact Intention to Re-Use (T-Statistic = 0.330; P-Value = 0.742). Conversely, Trust significantly influences both Customer Satisfaction (T-Statistic = 6.094; P-Value = 0.000) and Intention to Re-Use (T-Statistic = 2.527; P-Value = 0.012). User satisfaction mediates the relationships among these variables, indicating that satisfaction and trust are key factors in enhancing user loyalty to the Dana application.

Review

This study delves into a highly pertinent topic concerning the evolving landscape of digital transactions and e-wallet adoption, specifically focusing on the Dana application among student users in Pontianak. Given the reported 72% increase in users alongside persistent complaints about ease of use, security, and satisfaction, the research addresses a critical gap in understanding user behavior in a rapidly growing market. The authors' clear objective to analyze the influence of Perceived Ease of Use and Trust on Intention to Re-Use, with Customer Satisfaction as an intervening variable, provides a valuable contribution to the e-commerce literature and offers practical insights for service providers. The methodology employed, a quantitative approach utilizing PLS-SEM with 100 purposively sampled student respondents, appears appropriate for exploring the hypothesized relationships within this specific user segment. Focusing on students in Pontianak provides a defined scope and allows for a concentrated analysis of a demographic often at the forefront of technology adoption. The use of PLS-SEM is well-suited for complex models with intervening variables, aligning with the study's aim to elucidate direct and indirect effects. While the sample size of 100 is acceptable for PLS-SEM, particularly for exploratory studies, future work might consider a larger or more diverse sample to enhance generalizability. The findings present compelling results, indicating that while Perceived Ease of Use significantly impacts Customer Satisfaction, its direct effect on Intention to Re-Use is not significant. Conversely, Trust emerges as a powerful predictor, significantly influencing both Customer Satisfaction and, crucially, Intention to Re-Use. The confirmation of Customer Satisfaction as a mediating variable underscores its pivotal role in translating both ease of use and trust into sustained user loyalty. These results strongly suggest that for e-wallet providers like Dana, fostering trust and ensuring high levels of customer satisfaction are paramount for encouraging re-usage, even more so than solely focusing on ease of use. This highlights the importance of building robust security features and reliable service to cultivate enduring user relationships.

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