Analisis Perilaku Konsumen Online Aplikasi Dana Menggunakan Model Intention, Adoption, dan Continuance

Salma Febi Niti Kusumah(1*), Alyana Narulita(2), Abdul Yusuf(3),

(1) Universitas Singaperbangsa Karawang, Karawang, West Java
(2) Universitas Singaperbangsa Karawang, Karawang, West Java
(3) Universitas Singaperbangsa Karawang, Karawang, West Java
(*) Corresponding Author

Abstract


The era of globalization is demonstrated by technology that is developing very rapidly. Almost all sectors of life adopt technology in their operations. No exception in the financial sector, people need a payment method that is efficient, fast and safe. One example of financial technology that is widely used by Indonesian people for daily transactions is DANA, a form of digital wallet service. Digital wallets allow users to make electronic transactions without using physical cards or cash. This article aims to determine the factors that encourage users to use the DANA application repeatedly by analyzing online consumer behavior variables which include perceptions of service quality, perceptions of ease of use, and perceptions of usefulness which influence their satisfaction, as well as the influence of satisfaction on sustainable use intentions are based on the intention, adoption and continuance models. The sample used in this research was 100 DANA users who live in West Java Province. This sample was determined using the convenience sampling method and collected data through distributing online questionnaires. The results of this study found that there was a significant influence of perceived service quality and perceived convenience on satisfaction, while perceived usefulness did not have a significant influence on satisfaction. This research also found that there is a significant influence of satisfaction on the intention using it continually.

Keywords


Online consumer behavior; Perceived ease of use; Perceived service quality; Perceived usefulness; Satisfaction

Full Text:

PDF

References


Anggraeni, L. (2020). 4 Dompet Digital Ini Mendominasi Selama Pandemi. Medcom.id, 28 Agustus. Diakses pada: https://www.medcom.id/teknologi/news-teknologi/Rb10B9zN-4-dompet-digital-ini-mendominasi-selama-pandemi

Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370.

Chawla, D., & Joshi, H. (2019). Consumer Attitude and Intention to Adopt Mobile Wallet in India – An Empirical Study. International Journal of Bank Marketing 37(7), 1590–1618. https://10.1108/IJBM-09-2018-0256.

Cheung, C. M. K., Zhu, L., Kwong, T., Chan, G. W. W., & Limayem. M. (2003). Online Consumer Behavior: A Review and Agenda for Future Research. 16th Bled eCommerce Conference - eTransformation, 194–218. Slovenia, 9-11 June.

Christian, M., & Agung, H. (2020). Urban Consumer Behavior on Buying Multi-Products on Shopee Using Technology Acceptance Model (TAM). Widyakala: Journal of Pembangunan Jaya University, 7(2), 54–60.

https://doi.org/10.36262/widyakala.v7i2.337.

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–40. https://doi.org/10.5962/bhl.title.33621

Edeh, F. O., Aryani, D. N., Subramaniam, T. A/P., Kee, D. M. H., Samarth, T., Nair, R. K., Kannappan, T. A/P., Tan, Y. S., & Teh, Y. C. (2021). Impact of COVID-19 Pandemic on Consumer Behavior towards the Intention to Use E-Wallet in Malaysia. International Journal of Accounting Finance in Asia Pacific (IJAFAP) 4(3), 42–59. https://doi.org/10.32535/ijafap.v4i3.1205

Firmansyah, M. A. (2018). Perilaku Konsumen. Yogyakarta: Deepublish.

Firmansyah, D., & Dede, D. (2022). Teknik Pengambilan Sampel Umum dalam Metodologi Penelitian: Literature Review. Jurnal Ilmiah Pendidikan Holistik (JIPH), 1(2), 85-114.

Garson, G. D. (2016). Partial Least Squares: Regression and Structural Equation Models. New York: Statistical Publishing Associates.

Haryono, S. (2016). Metode SEM Untuk Penelitian Manajemen Dengan AMOS, LISREL, PLS. Jakarta: Luxima Metro Media.

Isrososiawan, S., Hurriyati, R., & Dirgantari, P. D. (2019). User Mobile Payment Behavior Using Technology Acceptance Model (TAM): Study of "Dana" E-Wallet Users. Jurnal Minds: Manajemen Ide dan Inspirasi, 6(2), 181–192. https://doi.org/10.24252/minds.v6i2.11274.

Izzaty, R. E., Astuti, B., & Cholimah, N. (2021). Pengaruh Perceived Ease of Use dan Perceived Usefulness terhadap Customer Satisfaction E-Wallet X. Jurnal Bisnis, Manajemen, dan Keuangan, 2(2), 5–24.

Kotler, P. (1994). Marketing Management: Analysis, Planning, Implementation, and Control. New Jersey: Prentice-Hall, Inc.

Kotler, P., Armstrong, G., Sounders, J., & Wong, V. (1999). Principles of Marketing. 2nd ed. New Jersey: Pretince-Hall, Inc.

Kumar G., R., & Ravindran, D. S. (2012). An Empirical Study on Service Quality Perceptions and Continuance Intention in Mobile Context in India. 17(1), 1–22.

Kurniawan, S. (2018). Pengaruh Perceived Usefulness, Perceived Enjoyment, Social Ties, Satisfaction, Habit terhadap Continuance Intention Pada Aplikasi Facebook Di Indonesia.” Jurnal Ilmiah Mahasiswa, 7(1), 1441–1450.

Kusnandar, V. B. (2021). Pengguna Internet Indonesia Peringkat ke-3 Terbanyak di Asia. Retrieved at: https://databoks.katadata.co.id/datapublish/2021/10/14/pengguna-internet-indonesia-peringkat-ke-3-terbanyak-di-asia).

Li, H., Liu, Y., & Suomi, R. (2009). Measurement of E-Service Quality: An Empirical Study in Online Travel Service. ECIS 2009 Proceedings, AIS eLibrary, 191.

Mandasari, C. S., & Giantari, I. G. A. K. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, dan Kualitas Layanan terhadap Kepuasan untuk Membangun Loyalitas. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 06/10, 3637–3664. https://doi.org/10.24843/eeb.2017.v06.i10.p08

Mehta, S., Saxena, T., & Purohit, N. (2020). The New Consumer Behaviour Paradigm amid COVID-19: Permanent or Transient? Journal of Health Management, 22(2), 291–301. https://doi.org/10.1177/0972063420940834

Naufaldi, I., & Tjokrosaputro, M. (2020). Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Trust terhadap ZALORA’s Application User Satisfaction. Jurnal Manajerial dan Kewirausahaan, 2(3), 715–722

Nurcholidah, L., & Harsono, M. (2021). Kajian Fintech dalam Konsep Behaviouristik. Jurnal Sains Sosio Humaniora, 5(1), 66–71. https://doi.org/10.22437/jssh.v5i1.13145

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.

Scheinbaum, A. C. (2012). Online Consumer Behavior: Theory and Research in Social Media, Advertising and E-tail. New York: Routledge.

Sheth, J. (2020). Impact of Covid-19 on Consumer Behavior: Will the Old Habits Return or Die? Journal of Business Research, 117(September), 280–283. https://doi.org/10.1016/j.jbusres.2020.05.059

Suhari, Y. (2010). E-Commerce: Model Perilaku Konsumen. Dinamika Informatika: Jurnal Ilmiah Teknologi Informasi, 2(2). https://doi.org/10.35315/informatika.v2i2.898

Tarantang, J., Awwaliyah, A., Astuti, M., & Munawaroh, M. (2019). Perkembangan Sistem Pembayaran Digital pada Era Revolusi Industri 4.0 di Indonesia. Jurnal Al-Qardh, 4(1), 60–75. https://doi.org/10.23971/jaq.v4i1.1442

Tyas, E. I., & Darma, E. S. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Perceived Enjoyment, dan Actual Usage terhadap Penerimaan Teknologi Informasi: Studi Empiris pada Karyawan Bagian Akuntansi dan Keuangan Baitul Maal Wa Tamwil Wilayah Daerah Istimewa Yogyakarta. Reviu Akuntansi dan Bisnis Indonesia, 1(1), 25–35. https://doi.org/10.18196/rab.010103.

Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. D. (2016). Services Marketing: Integrating Customer Focus Across the Firm. 3rd ed. Boston: McGraw-Hill.




DOI: https://doi.org/10.30588/jmp.v13i1.1054

Article Metrics

Abstract view : 147 times
PDF - 23 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Salma Febi Niti Kusumah, Alyana Narulita, Abdul Yusuf

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

Creative Commons License
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://ejournal.up45.ac.id/index.php/maksipreneur.

Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship has been indexed/archived by:

DOAJGoogle Scholar Crossref Sinta EBSCO Essentials Garuda IOS Microsoft Academic ROAD Dimensions WorldCat ResearchBib Scilit logo OpenAIRE CORE Semantic Scholar EuroPub Publons

Journal of Maksipreneur: Management, Cooperative, and Entrepreneurship (JMP)

Organized by Management Department, Universitas Proklamasi 45, Yogyakarta, Indonesia

Published by Universitas Proklamasi 45, Yogyakarta, Indonesia

Email: maksipreneurjurnal@gmail.com | jurnal.maksipreneur@up45.ac.id

ISSN (electronic): 2527-6638  ISSN (printed): 2089-550X