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Robby Fauji
Universitas Buana Perjuangan Karawang
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Journal : Jurnal Mantik

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e-Service Quality and e-Trust Models in Increasing Generation Z e-Customer Satisfaction in e-Wallet Transactions with ShopeePay Application Syifa Pramudita Faddila; Laras Ratu Khalida; Robby Fauji
Jurnal Mantik Vol. 6 No. 1 (2022): May: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v6i1.2260

Abstract

The rapid development of the digital world, one of which is marked by changes in traditional transactions to digital transactions through digital wallets (e-Wallet). E-Wallet competition in Indonesia is quite tight, ShopeePay has decreased its position in terms of the most frequently used e-Wallet in 2020 and 2021. So it is necessary to do further research as an effort to increase e-Customer Satisfaction through e-Service Quality variables and e-Trust especially among Generation Z as a characteristic that is close to the digital world. The study was conducted on 166 students of the Management Study Program at the University of Buana Perjuangan Karawang class of 2019 – 2021 who are Generation Z and active users of ShopeePay. This study uses multiple linear regression analysis. The results of the study explain that e-Service Quality and e-Trust have a significant effect on e-Customer Satisfaction either partially or simultaneously. The higher the e-Service Quality and e-Trust provided by the company to consumers, the higher the e-Customer Satisfaction for Generation Z users of the ShopeePay application e-Wallet.
Co-Authors Asep Jamaludin Devi Devi Dewi Oktavia Dexi Triadinda Didit Supriyadi Dwi Epty Dwi Epty Hidayaty Dwi Yunita Karismawati Elva Natalia Ramadan Fitri Indah Sari July Yuliawati Laras Ratu Khalida Maya Komala Mutia Ranti Nabila Nursyifa Neni Sumarni Sihabudin Sihabudin Sihabudin Syifa Pramudita Faddila Uus Mohammad Darul Fadli Yudi Firmansyah