The Role of Satisfaction in Mediating the Influence of Perceived Usefulness and Perceived Ease of Use on the Intention to Reuse Ovo E-Wallet in Badung Regency

Wandarman Lombu; I Made Wardana

doi:10.62951/ijecm.v1i4.261

Authors

Wandarman Lombu Universitas Udayana
I Made Wardana Universitas Udayana

DOI:

https://doi.org/10.62951/ijecm.v1i4.261

Keywords:

Intention to Reuse, Satisfaction, Perceived Usefulness, Perceived ease of use

Abstract

The increasing number of businesses using e-commerce in Bali, the use of e-wallets like OVO is expected to integrate technology into daily life and drive the growth of the digital economy in the region. Factors indicated to influence the intention to reuse include satisfaction, perceived usefulness, and perceived ease of use. This study employs an associative research design with causal relationships and was conducted in Badung Regency. The sample size consisted of 105 respondents. Data was collected through questionnaires and then analyzed using descriptive analysis and structural equation modeling (SEM) based on PLS. The results showed that perceived usefulness has a positive and significant influence on the intention to reuse. Perceived ease of use also has a positive and significant impact on the intention to reuse. Perceived usefulness has a positive and significant effect on satisfaction. Perceived ease of use has a positive and significant effect on satisfaction. Satisfaction has a positive and significant influence on the intention to reuse. Satisfaction significantly mediates the indirect effect of perceived ease of use on the intention to reuse. It also significantly mediates the relationship between perceived usefulness and the intention to reuse. These findings underscore the importance of usefulness, ease of use, and satisfaction in increasing users' intention to continue using the technology. OVO e-wallet managers should focus on enhancing the benefits, ease of use, and user experience to improve user retention and loyalty.

Downloads

Download data is not yet available.

References

Adiwijaya, F. dan Putra, P. 2021. Analisis Pengaruh Kepercayaan, Persepsi Risiko, dan Persepsi Kemudahan Penggunaan Terhadap Minat Penggunaan E-Commerce di Indonesia. Jurnal E-Commerce Indonesia, 5(1), 45-58.

Andry, J. F. dan Nurani, H. 2020. Pengaruh Trust, Perceived Usefulness, dan Perceived ease of use Terhadap Kepuasan Pelanggan pada Marketplace Tokopedia. Jurnal Manajemen Indonesia, 20(2), 123-134.

Anggraeni, R. dan Surya, R. 2018. The Impact of Perceived Ease of Use, Perceived Usefulness, and Trust on Repurchase Intention in E-Commerce. Journal of Business and Management, 10(3), 203-217.

Arvianti, R., Mulyaningsih, H. D., dan Nugraha, Y.D (2023). Pengaruh Electronic Service Quality terhadap Repuchase Intention yang Dimoderasi oleh Kepercayaan Konsumen, Bandung Conference Series Business and management, 3 (2), hal. 736-740.

Asmarina, N. L. P. G. M., Yasa, N. N. K., dan Ekawati, N. W. 2022. Role of Satisfaction in Mediating the Effect of Perceived ease of use and Perceived usefulness on Purchase Intention. International Research Journal of Management, IT and Social Sciences, 9(5), 690–706. https:// doi. org/10.21744/irjmis.v9n5.2164

Asnawati, Maryam Nadir, Wirasmi Wardhani, and Made Setini. 2022. The Effects of Perceived Ease of Use, Electronic Word of Mouth and Content Marketing on Purchase Decision. International Journal of Data and Network Science 6(1): 81–90. doi:10.5 267/J.IJDNS.2021.10.001.

Bagozzi, R. P., Davis, F. D., dan Warshaw, P. R. (1992). Development and Test of a Theory of Technological Learning and Usage. Human Relations, 45(7), 659-686.

Chen, I. J., dan Popovich, K. (2003). Understanding Customer Relationship Management (CRM): People, Process and Technology. Boca Raton: CRC Press.

Didied, Neni Meidawati, Fitrias Yunitasari, and Oktavina Diah Puspita. 2022. Effect of Promotion, Perceived Usefulness, and Perceived ease of use on Interest in Adopting E-wallet (Ovo And Dana). International Journal of Research in Business and Social Science (2147- 4478) 11(8): 191–201. doi:10.20525/ijrbs.v11i8.2060.

Dillon, A., dan Morris, M. G. (1996). User Acceptance of Information Technology: Theories and Models. In Annual Review of Information Science and Technology (Vol. 31, pp. 3-32). Medford, NJ: Learned Information Inc.

Dwijayanti, N. M. A. M., Suasana, I. G. A. K. G., Giantari, I. G. A. K., dan Suparna, G. 2023. The Role of Satisfaction Mediates the Effect of Perceived usefulness and Perceived ease of use on the Intension of Reuse Shopeepay. American Journal of Humanities and Social Sciences Research, 07(08), 1–14. www.ajhssr.com

Fahlevi, P. dan Dewi, A. O. P. 2020. Analisis Aplikasi Ijateng Dengan Menggunakan Teori Technology Acceptance Model (TAM). Jurnal Ilmu Perpustakaan, 8(2), 103-111.

Fiandra, Y. A., Rahim, B. dan Yulastri, A. 2022. Kewirausahaan Digital. CV Muharika Rumah Ilmiah.

Ghozali, I. 2019. Aplikasi Analisis Multivariete dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.

Hair, J., Hollingsworth, C. L., Randolph, A. B., dan Chong, A. Y. L. 2017. An updated and expanded assessment of PLS-SEM in information systems research. Industrial management dan data systems, 117(3), 442-458.

Hanum, A. dan Putra, M. A. 2022. Pengaruh Perceived usefulness dan Perceived ease of use Terhadap Kepuasan Pelanggan GoFood di Kota Medan. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 3(2), 112-125.

Ibrahim, A. R. 2020. Analisis Pengaruh Persepsi Kemudahan Penggunaan Dan Persepsi Manfaat Terhadap Minat Pembelian Ulang Melalui Kepuasan Pelanggan Pada Aplikasi Tiket.Com Di Kota Semarang. Economic Education Analysis Journal, 9(1), 102-112.

Japarianto, E., dan Anggono, Y. D. (2020). Analisa Pengaruh Perceived ease of use Terhadap Intention To Buy Dengan Perceived Usefulness Sebagai Variabel Intervening Pada Aplikasi E-Commerce Tokopedia. Jurnal Strategi Pemasaran, 7(1).

Jovičić, Aleksandra, Marija Savković, Miladin Stefanović, Ivan Mačužić, and Nastasija Nikolić. 2024. The Impact of Horizontal and Vertical System Integration On Quality 4.0. Journal of Innovations in Business and Industry, 2(2): 73–78. doi: 10.61552/jibi.2024.02.003.

Lagita, L., dan Brilian, v. (2018). Pengaruh Customer Satisfaction, Adjusted Expectation, Perceived Value, dan Perceived Usefulness Terhadap Online Repurchase Intention pada Pelangan Lazada. Jurnal Wira Ekonomi Mikroskill: JWEM, 8(1), 37-38

Laudon, K. C. dan Laudon, J. P. 2015. Management Information Systems: Managing the Digital Firm (14th ed.). Upper Saddle River, NJ: Pearson Education.

Li, L., Fang, Y., Wang, Y., Lim, K. H., dan Liang, L. 2015. How trust influences performance in digital business ecosystems: A multifaceted view. International Journal of Information Management, 35(2), 183-194.

Maruli, Saut, Pandiangan, T., Resmawa, I. N., Simanjuntak, O. D. P., Sitompul, N., and Jefri, R.. Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. Journal of Marketing Innovation, 11(1), 121-128.doi:10.33258/birci.v4i4.2697.

Mulyani, V. G., Najib, M. F. and Guteres, A. D. 2021. The Effect of Perceived Usefulness, Trust and Visual Information toward Attitude and Purchase Intention. Journal of Marketing Innovation, 1(10), 87-93.doi:10 . 35313/jmi.v1i01.12.

Oktarini, M. A. S., dan Wardana, I. M. 2018. Peran Customer Satisfaction Memediasi Pengaruh Perceived ease of use Dan Perceived Enjoyment Terhadap Repurchase Intention. E-Jurnal Manajemen Unud, 7(4), 2041–2072. https://doi.org/10.24843/ EJMUNUD . 2018.v7.i04.p12

Park, D. Y., and Kim, H. 2023. Determinants of Intentions to Use Digital Mental Healthcare Content among University Students, Faculty, and Staff: Motivation, Perceived Usefulness, Perceived Ease of Use, and Parasocial Interaction with AI Chatbot. Sustainability Journals, 15(1). doi:10.3390/su15010872. 102-112.

Pradana, I. M. D. A., dan Aksari, N. M. A. 2022. Peran Sikap Dalam Memediasi Pengaruh Persepsi Manfaat Dan Persepsi Kemudahan Terhadap Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 11(6), 1110-1115. https:// doi.org/ 10.24843 /ejmunud . 2022.v11.i06.p03

Prastiawan, D. I., Aisjah, S. and Rofiaty. 2021. The Effect of Perceived Usefulness, Perceived Ease of Use, and Social Influence on the Use of Mobile Banking through the Mediation of Attitude Toward Use. Asia Pacific Management and Business Application, 9(3): 53–60. doi:10.21776/ub.apmba.2021.009.03.4.

Purba, M., Samsir, S. dan Arifin, K. 2020. Pengaruh Persepsi Kemudahan Penggunaan, Persepsi Manfaat dan Kepercayaan Terhadap Kepuasan dan Niat Menggunakan Kembali Aplikasi OVO Pada Mahasiswa Pascasarjana Universitas Riau. Jurnal Tepak Manajemen Bisnis, 12(1), 151-170.

Riyadi, B. 2017. Manajemen Pemasaran Jasa (Edisi Revisi). Yogyakarta: Graha Ilmu.

Sakina, U. Q. 2023. Pengaruh Perceived ease of use Dan Perceived usefulness Terhadap Continuance Intention Melalui Satisfaction Sebagai Variabel Intervening Pada Pengguna Flip.ID. Jurnal Tepak Manajemen Bisnis, 12(1), 151-170.

Sugiyono, M.2019. Penelitian dan pengembangan (Research and Develop ment/RdanD). Bandung: Penerbit Alfabeta.

Venkatesh, V., dan Davis, F. D. (2020). Technology Acceptance Model and the Unified Theory of Acceptance and Use of Technology: Past, Present, and Future. In Theories of Information Behavior. London: Routledge.

Widiawan, M. dan Noviandini, D. 2019. The Influence of Website Quality, Perceived Ease of Use, and Perceived usefulness on Consumer Satisfaction and Repurchase Intention in the Context of E-commerce in Indonesia. Journal of Indonesian Economy and Business, 34(2), 93-109.

Yuliani, E. 2021. Pengaruh Pengetahuan Terhadap Keputusan menjadi nasabah bank syariah melalui pemediasi minat dan kesadaran. Jurnal Ekonomi Manajemen Dan Bisnis, 2(2), 1-12.