SAFITRI, BELA AYU DIAN (2021) PENGARUH KUALITAS LAYANAN ELEKTRONIK DAN KENYAMANAN TERHADAP PENGGUNAAN ULANG DOMPET DIGITAL GOPAY MELALUI KEPERCAYAAN PADA GENERASI MILENIAL DI SURABAYA. Undergraduate thesis, UPN 'Veteran' Jawa Timur.
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Abstract
Technological developments that are able to provide changes in various sectors, especially in the financial sector, one of the innovations is an electronic wallet which is an online-based payment service that can be used through an application system. Gopay is the first e-wallet brand that is most in demand and is used repeatedly and consistently by its users. Consumer behavior in repeat usage is supported by user expectations of service quality, enjoyment, and trust in the services provided by the company. This research aims to test empirically the effect of e-service quality and enjoyment on the repeat usage of Gopay e-wallet through the mediating role of trust. This research is a quantitative research with an explanatory research approach. The population in this research were millennial users of the Gopay digital wallet service in the city of Surabaya. Collecting research data using a questionnaire to 100 samples with purposive sampling technique. Data were analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) model with the help of SmartPLS 3.0 software. The results showed that e-service quality had no significant effect on repeat usage, e-service quality had a significant effect on trust, enjoyment had no significant effect on repeat usage, enjoyment had a significant effect on trust, trust had a significant effect on repeat usage, and trust had a significant effect on mediate the relationship between e-service quality and enjoyment on repeat usage. Keywords: e-service quality, enjoyment, trust, repeat usage, Gopay electronic wallet
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Budiyono Budiyono | ||||||||
| Date Deposited: | 29 Oct 2021 07:25 | ||||||||
| Last Modified: | 29 Oct 2021 07:25 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/2538 |
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