Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengkaji pengaruh perceived ease of use dan perceived usefulness terhadap continuous use intention dengan customer satisfaction sebagai variabel mediasi. penelitian ini merupakan jenis penelitian yang menggunakan pendekatan kuantitatif. dalam penelitian ini, sampel yang digunakan adalah pengguna e-wallet shopeepay di kota banda aceh yang berjumlah 224 responden. teknik sampel yang digunakan adalah nonprobability sampling dengan metode purposive sampling. peralatan analisis data yang digunakan adalah partial least squares structural equation modeling (pls-sem) dengan bantuan software smartpls 4.1.1.8 untuk mengetahui pengaruh antar variabel yang terkait. hasil penelitian ini menunjukkan bahwa perceived ease of use berpengaruh signifikan namun berarah negatif terhadap continuous use intention, sedangkan perceived usefulness secara signifikan berpengaruh positif terhadap continuous use intention. perceived ease of use dan perceived usefulness secara signifikan berpengaruh positif terhadap customer satisfaction, serta customer satisfaction secara signifikan berpengaruh positif terhadap continuous use intention. selain itu, customer satisfaction mampu memediasi pengaruh perceived ease of use dan perceived usefulness terhadap continuous use intention. kata kunci: perceived ease of use, perceived usefulness, continuous use intention, customer satisfaction

This study aims to examine the influence of Perceived Ease of Use and Perceived Usefulness on Continuous Use Intention with Customer Satisfaction as a mediating variable. This research employed a quantitative approach. The sample used in this study consisted of 224 ShopeePay e-wallet users in Banda Aceh City. The sampling technique applied was non-probability sampling using the purposive sampling method. The data analysis tool used in this research was Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software version 4.1.1.8 to analyze the relationships among the related variables. The results of this study indicate that Perceived Ease of Use has a significant but negative effect on Continuous Use Intention, while Perceived Usefulness has a positive and significant effect on Continuous Use Intention. Furthermore, Perceived Ease of Use and Perceived Usefulness have positive and significant effects on Customer Satisfaction, and Customer Satisfaction also has a positive and significant effect on Continuous Use Intention. In addition, Customer Satisfaction is able to mediate the effects of Perceived Ease of Use and Perceived Usefulness on Continuous Use Intention. Keywords: Perceived Ease of Use, Perceived Usefulness, Continuous Use Intention, Customer Satisfaction