Intention to Reuse on the Go-Pay Digital Wallet Application ; Technology Acceptance Model (TAM) Theory Approach with Customer Satisfaction as a Mediating Variable

Authors

  • Stefan Loranthi Folia Djumarno  Mercu Buana University, Faculty of Economics and Business, Jakarta-Indonesia

DOI:

https://doi.org/10.32628/IJSRST229455

Keywords:

Perceived Usefulness, Perceived Ease of Use, Perceived Risk, Intention to Reuse, dan Customer Satisfaction.

Abstract

Go-Jek with the Go-Pay payment system is growing so fast in Indonesia. This happens because of the massive acceptance by the community. Of course, this acceptance by the community must be maintained and increased to increase sales. This study aims to determine and analyze the effect of perceived usefulness, perceived ease of use, and perceived risk on the intention to reuse the Gojek application with customer satisfaction as a mediating variable. The theory used in this study is the Technology Acceptance Model (TAM) theory proposed by Davis in 1989. The method used in this study is quantitative with data analysis using SEM PLS. The results of this study state that there is a significant positive effect between Perceived Usefulness, Perceived Ease of Use, and Perceived Risk on Customer Satisfaction. Then, Perceived Usefulness, Perceived Ease of Use, and Perceived Risk also have a positive and significant effect on the intention to reuse either directly or indirectly mediated by Customer Satisfaction.

References

  1. Ashghar, Sayyid Ali dan Hanny Nurlatifah. (2020). Analisis Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Perceived Risk terhadap Keinginan Membeli Kembali melalui e-Trust dan s-Satisfaction (Studi Kasus Pengguna Gopay pada Transaksi UMKM). Jurnal Al Azhar Indonesia Seri Ilmu Sosial, Vol.1, No. 1, Februari 2020.
  2. Davis, F. D. (1989) Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Q, 13(3):31939.
  3. Hair, J. F., Hult, G. T. M., Ringle, C. M., dan Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Ed. 2). United States of America: SAGE Publications, Inc.
  4. Haris., Abdul Ghofar., dan Endang Mardiati. (2019). The Influence 0f Technology Acceptance Model (TAM) Towards Customer Satisfaction of Zahir Accounting Application. International Journal of Humanities, Religion and Social Science, Volume 3, Issue 9, December 2019.
  5. Heriyana., Jasman J. Ma’ruf., Honeyta P.L., dan Syafruddin Chan. (2019). The Effect of Perceived Risk on Repurchase Intention of Online Shopping Mediated By Customer Satisfaction in Indonesia. Social Sciences on Sustainable Development for World Challenge: The First Economics, Law, Education and Humanities International Conference, Volume 2019.
  6. Jogiyanto, H. (2012), Manajemen Pemasaran. Yogyakarta: BPFE Universitas Gajah Mada. 
  7. Juniwati. (2015). Pengaruh Perceived Ease of Use, Enjoyment dan Trust Terhadap Repurchase Intention dengan Customer Satisfaction Sebagai Intervening pada Belanja Online (Studi Pada Mahasiswa Universitas Tanjungpura Pontianak). Jurnal Ekonomi Bisnis dan Kewirausahaan, Vol. 4, No. 1, 140-156.
  8. Kahar, Azmen. (2019). The Influence of Perceived Usefulness, Perceived Ease of Use, and Perceived Security on Repurchase Intention at Tokopedia.com. Advances in Economics, Business and Management Research, volume 64.
  9. Katadata. (2021). Pendapatan GoTo Meningkat Hingga 36,3% Pada 2021. Retrieved at https://databoks.katadata.co.id/datapublish/2022/05/31/pendapatan-goto-meningkat-hingga-36,3%-pada-2021. Diakses pada tanggal 18 Juli 2022.
  10. Kotler, Philip., dan Keller, Kevin L. (2013). Manajemen Pemasaran, Jilid Kedua. Jakarta: Erlangga.
  11. Li, Yuping. (2016). Empirical Study of Influential Factors of Online Customers’ Repurchase Intention. iBusiness, 8, 48-60.
  12. Mandasari, Ida Ayu Cynthia Saisaria., dan I Gusti Ayu Ketut Giantari. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, dan Kualitas Layanan Terhadap Kepuasan Untuk Membangun Loyalitas. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 6.10 (2017): 3637-3664.
  13. Mardhiyah, Nyayu Sakinatul., M Rusydi., dan Peny Cahaya Azwari. (2020). Analisis Technology Acceptance Model (TAM) Terhadap Penggunaan Aplikasi Gojek Pada Mahasiswa di Kota Palembang. Jurnal Bisnis dan Manajemen, Volume 10 (2), 2020, DOI: https://doi.org/10.15408/ess.v10i2.16455.
  14. Muflihhadi, Irfan., dan Nurafni Rubiyanti. (2016). Pengaruh Perceived Usefulness, Perceived Ease of Use, dan Trust Terhadap Kepuasan Konsumen (Studi Pada Gojek Bandung). e-Proceeding of Management, Vol.3, No.2 Agustus 2016.
  15. Oktarini, Made Ayu Swari., dan I Made Wardana. (2018). Peran Customer Satisfaction Memediasi Pengaruh Perceived Ease of Use dan Perceived Enjoyment Terhadap Repurchase Intention. E-Jurnal Manajemen Unud, Vol. 7, No. 4, 2018: 2041-2072.
  16. Othman, Zulhan. et al. (2013). Customer Behavioral Intentions: Influence of Service Delivery Failures and Service Recovery In Malay Restaurants. Social and Behavioral Science, 105, 115-121.
  17. Rachman, Gusti Aditya., RR Yulianti Prihatiningrum., dan Rusniati. (2021). Pengaruh Variabel TAM, Persepsi Risiko, Pengaruh Sosial Terhadap Kepuasan dan Penggunaan Kembali Secara Terus-Menerus Aplikasi Mobile Banking Bank Kalsel. Journal of Applied Business and Economics (JABE), Vol. 7 No. 4 (Juni 2021) 508-520.
  18. Sandy, Eko., dan Carunia Mulya Firdausy. (2020). Pengaruh Perceived Usefulness, Perceived Ease of Use dan Trust Terhadap Minat Konsumen Dalam Penggunaan Ulang Go-Pay di Kota Jakarta. Jurnal Manajemen Bisnis dan Kewirausahaan, Volume 5/No.1/Januari - 2021: 22-27.
  19. Saraswati, I Gusti Agung Ayu Permata., dan I Ketut Rahyuda. (2021). Pengaruh Perceived Ease of Use, Perceived Usefulness dan Trust Terhadap Repurchase Intention. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, Vol. 10 No. 02, February 2021, pp: 61-72.
  20. Satriandhini, Marsita., Siti Zulaikha Wulandari., dan Lusi Suwandari. (2019). The Effect of Perceived Value and Service Quality on Repurchase Intention Through Go-Food Consumer Satisfaction: A Study on The Millenial Generation. International Conference on Rural Development and Entrepreneurship 2019: Enhancing Small Business and Rural Development Toward Industrial Revolution 4.0, Vol. 5 No.1.
  21. Wilson, Nicholas., Meilisa Alvita., dan Jensen Wibisono. (2021). The Effect of Perceived Ease of Use and Perceived Security Toward Satisfaction and Repurchase Intention. Jurnal Muara Ilmu Ekonomi dan Bisnis, Vol. 5, No. 1, April 2021, pp. 145-159.
  22. Yanico, Yanico., dan Keny Keny. (2021). Perceived Ease of Use, Trust, dan Customer Satisfaction Sebagai Prediktor Terhadap Repurchase Intention. Jurnal Manajemen Maranatha, Volume 20, Nomor 2, Mei 2021, pp 107-118.
  23. Zeng, Fue. Hu, Zuohao. Chen, Rong dan Yang, Zhilin. (2009). Determinants of online service satisfaction and their impacts on behavioural intention. Total Quality Management, Vol. 20, No. 9, 953-969.

International Journal of Scientific Research in Science and Technology

Downloads

Published

2022-08-30

Issue

Volume 9, Issue 4, July-August-2022

Section

Research Articles

License

Copyright (c) IJSRST

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

[1]
Stefan Loranthi Folia Djumarno "Intention to Reuse on the Go-Pay Digital Wallet Application ; Technology Acceptance Model (TAM) Theory Approach with Customer Satisfaction as a Mediating Variable" International Journal of Scientific Research in Science and Technology(IJSRST), Online ISSN : 2395-602X, Print ISSN : 2395-6011,Volume 9, Issue 4, pp.458-469, July-August-2022. Available at doi : https://doi.org/10.32628/IJSRST229455