Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction dan Niat Penggunaan Keberlanjutan Pengguna Layanan Paylater di Indonesia

Leonhard Martin

doi:10.31004/riggs.v5i2.11592

Authors

Leonhard Martin Universitas Padjadjaran

DOI:

https://doi.org/10.31004/riggs.v5i2.11592

Keywords:

E-Service Quality, E-Trust, E-Satisfaction, Niat Penggunaan Berkelanjutan, Paylater

Abstract

Perkembangan financial technology (fintech) mendorong munculnya berbagai layanan keuangan digital, salah satunya layanan Buy Now, Pay Later (PayLater) yang semakin banyak digunakan masyarakat Indonesia. Namun, tingginya penggunaan PayLater belum tentu diikuti oleh niat penggunaan berkelanjutan. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh e-service quality dan e-trust terhadap niat penggunaan berkelanjutan layanan PayLater dengan e-satisfaction sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan data primer yang diperoleh melalui penyebaran kuesioner secara online kepada 151 responden pengguna PayLater di Indonesia menggunakan teknik purposive sampling. Analisis data dilakukan menggunakan metode Structural Equation Modeling–Partial Least Square (SEM-PLS) dengan bantuan software SmartPLS versi 4.1.1.6. Hasil penelitian menunjukkan bahwa e-service quality dan e-trust berpengaruh positif dan signifikan terhadap e-satisfaction. Selain itu, e-service quality dan e-satisfaction juga terbukti berpengaruh positif dan signifikan terhadap niat penggunaan berkelanjutan. Sementara itu, e-trust tidak berpengaruh signifikan terhadap niat penggunaan berkelanjutan. Hasil penelitian ini menunjukkan bahwa e-satisfaction belum dapat berperan sebagai variabel mediasi dalam hubungan antara e-service quality maupun e-trust terhadap niat penggunaan berkelanjutan. Hasil penelitian menunjukkan bahwa kualitas layanan memiliki peran penting dalam meningkatkan kepuasan pengguna sekaligus mendorong niat untuk terus menggunakan layanan PayLater pada masa yang akan datang.

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