THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED USEFULNESS ON CUSTOMER SATISFACTION AND INTENTION TO CONTINUE USE E-WALLET IN THE COMMUNITY OF LHOKSEUMAWE CITY
Main Article Content
Sapna Biby
Fachry Zaldi
Mariyudi
Naufal Bachri
Adnan
Ikramuddin
This study examines the influence of Perceived Ease of Use and Perceived Usefulness on Customer Satisfaction and Intention to Continue Using E-Wallets in Lhokseumawe City. The sample in this study was 140 people from Lhokseumawe City who had used e-wallets. Data collected through questionnaires were analyzed using data analysis methods using Structural Equation Modeling (SEM) which was operationalized with the Analysis of Moment Structure (AMOS) tool. The results of the study indicate that PEU and PU have a significant effect on CS and IU. And CS has a direct effect on IU. Then, in testing the indirect effect, CS was found to play a role as a partial mediating variable in the relationship between PEU and PU on IU. The results of this study are expected to be important information for e-wallet brand providers in making policies related to product development. The results of this study also provide important information for consumers or e-wallet users in deciding to use e-wallets to support transactions through digital marketing.
Abdul-Halim, N.-A., Vafaei-Zadeh, A., Hanifah, H., Teoh, A. P., and Nawaser, K. (2022). Understanding the determinants of e-wallet continuance usage intention in Malaysia. Quality & Quantity, 56(5), 3413–3439. https://doi.org/10.1007/s11135-021-01276-7
Al-Hattami, H. M., Al-Adwan, A. S., Abdullah, A. A. H., and Al-Hakimi, M. A. (2023). Determinants of Customer Loyalty toward Mobile Wallet Services in Post-COVID-19: The Moderating Role of Trust. Human Behavior and Emerging Technologies, 2023(Figure 1), 1–13. https://doi.org/10.1155/2023/9984246
Alshammari, S. H., and Babu, E. (2025). The mediating role of satisfaction in the relationship between perceived usefulness , perceived ease of use and students ’ behavioural intention to use ChatGPT. Scientific Reports, 15(7169), 1–13.
Amelia, R., and Simanjuntak, M. (2024). The Role of Perceived Usefulness, Social Influence, Data Security, and Consumer Trust Toward Satisfaction of Telemedicine. Malaysian Journal of Consumer and Family Economics, 33, 126–156. https://doi.org/10.60016/majcafe.v33.05
Fainusa, A. F., Nurcahyo, R., and Dachyar, M. (2019). Conceptual Framework for Digital Wallet User Satisfaction. 2019 IEEE 6th International Conference on Engineering Technologies and Applied Sciences (ICETAS), (November), 1–4. IEEE. https://doi.org/10.1109/ICETAS48360.2019.9117285
Hapsoro, B. B., and Kismiatun. (2022). The Effect of Perceived Ease of Use, Perceived Usefulness, and Perceived Security on E-Wallet Continuance Intention of Shopeepay Through E-Satisfaction. Management Analysis Journal, 12(4).
Hussein, L. A., Baharudin, A. S., Jayaraman, K., and Kiumarsi, S. (2019). B2b e-commerce technology factors with mediating effect perceived usefulness in jordanian manufacturing smes. Journal of Engineering Science and Technology, 14(1), 411–429.
Karim, M. W., Haque, A., Ulfy, M. A., Hossain, M. A., and Anis, M. Z. (2020). Faktor-Faktor Yang Mempengaruhi Penggunaan E-wallet Sebagai Metode Pembayaran DiantaranyaDewasa Muda Malaysia. Journal of International Business and Management, 3(2), 1–11.
Keni, K. (2020). How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase? Jurnal Manajemen, 24(3), 481. https://doi.org/10.24912/jm.v24i3.680
Kowang, T. O., Aziz, F. binti A., Hee, O. C., Fei, G. C., Yew, L. K., Saadon, M. S. I. Bin, and Long, C. S. (2020). E-Wallet Acceptance among Undergraduates in Malaysia. TEST Engineering & Management, (June), 12990–12998. Retrieved from https://www.researchgate.net/publication/341895171
Kumar, A., Haldar, P., and Chaturvedi, S. (2024). Factors influencing intention to continue use of e-wallet: mediating role of perceived usefulness. Vilakshan - XIMB Journal of Management. https://doi.org/10.1108/XJM-12-2023-0243
Lestari, E. P., Firdaus, Nurhayati, and Yulianti, I. (2024). The Effect Of Perceived Of Usefulness And Perceived Ease Of Use On Online Purchasing Behavior With E-Wallet User Satisfaction As Intervening. International Journal of Economics, Management and Accounting, 1(2), 1–15.
Londa, D. R., Worang, F. G., and Arie, F. V. (2022). the Influence of Perceived Credibility, Perceived Ease of Use, and Perceived Usefulness Toward Customer Satisfaction in Using Bsgtouch. Jurnal EMBA, 10(4), 934–945.
Luh, N., Gede, P., Asmarinaa, M., Nyoman, N., Yasa, K., and Ekawati, N. W. (2022). The Role of Satisfaction in Mediating the Effect of Perceived Ease of Use and Perceived Usefulness on Purchase Intention : Study on Bukalapak Marketplace ’ s Customer in Bali Province. International Research Journal of Management, IT & Social Sciences, 9(5), 690–706.
Luthfyyah, S., and Istanti, F. (2025). The Influence of Perceived Ease of Use and Perceived Usefulness on Repurchase Intention with Customer Satisfaction as a Mediating Variable. Educational Journal of History and Humanities, 8(3), 2615–2622. https://doi.org/https://doi.org/10.24815/jr.v8i3.47365
Novira, D., Utomo, H. S., and Mulyanto, I. H. (2024). Influence of Perceived Ease of Use and Perceived Usefulness towards Continuance Intention with Customer Satisfaction as Intervening Variable : a study of Startup Companies Using. Journal of Business Management and Economic Development, 2(02), 602–614.
Nuralam, I. P., Yudiono, N., Robith, M., Fahmi, A., Yuliaji, E. S., and Hidayat, T. (2024). Perceived ease of use , perceived usefulness , and customer satisfaction as driving factors on repurchase intention : the perspective of the e- commerce market in Indonesia. Cogent Business & Management, 11(1), 2413376. https://doi.org/10.1080/23311975.2024.2413376
Olivia, M., and Marchyta, N. K. (2022). The Influence of Perceived Ease of Use and Perceived Usefulness on E-Wallet Continuance Intention: Intervening Role of Customer Satisfaction. Petra Christian University.
Raninda, R., Wisnalmawati, W., and Oetomo, H. (2022). Effect of Perceived Usefulness, Perceived Ease of Use, Perceived Security, and Cashback Promotion on Behavioral Intention to the DANA E-Wallet. Jurnal Ilmiah Manajemen Kesatuan, 10(1), 63–72. https://doi.org/10.37641/jimkes.v10i1.1218
Salepa, C. M. A., and Ni, N. S. R. T. D. (2022). Minat Mahasiswa Akuntansi Untrim Sebagai Pengguna E-. Jurnal KRISNA: Kumpulan Riset Akuntansi, 13(2), 267–277. Retrieved from https://ejournal.warmadewa.ac.id/index.php/krisna
Senali, M. G., Iranmanesh, M., Ismail, F. N., Rahim, N. F. A., Khoshkam, M., and Mirzaei, M. (2023). Determinants of Intention to Use e-Wallet: Personal Innovativeness and Propensity to Trust as Moderators. International Journal of Human–Computer Interaction, 39(12), 2361–2373. https://doi.org/10.1080/10447318.2022.2076309
Shrestha, S. K., Mahat, D., Neupane, D., and Karki, T. B. (2024). E-wallet usage and customer purchase intention: Understanding the mediating role of shopping satisfaction and E-wallet structure. Multidisciplinary Reviews, 8(3), 2025091. https://doi.org/10.31893/multirev.2025091
Tian, Y., Chan, T. J., Suki, N. M., and Kasim, M. A. (2023). Moderating Role of Perceived Trust and Perceived Service Quality on Consumers’ Use Behavior of Alipay e-wallet System: The Perspectives of Technology Acceptance Model and Theory of Planned Behavior. Human Behavior and Emerging Technologies, 2023, 1–14. https://doi.org/10.1155/2023/5276406
Visakha, M. D., and Keni, K. (2022). The Impact of Security and Perceived Ease of Use on Reuse Intention of E-Wallet Users in Jakarta: The Mediating Role of E-Satisfaction. Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021), 655(Ticash 2021), 36–42. https://doi.org/10.2991/assehr.k.220404.007
Wicaksono, A., and Maharani, A. (2020). The Effect of Perceived Usefulness and Perceived Ease of Use on the Technology Acceptance Model to Use Online Travel Agency. Journal of Business Management Review, 1(5), 313–328. https://doi.org/10.47153/jbmr15.502020
Wilson, N., Alvita, M., and Wibisono, J. (2021). THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED SECURITY THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED SECURITY TOWARD SATISFACTION AND REPURCHASE INTENTION. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 5(1), 145–159. https://doi.org/10.24912/jmieb.v5i1.10489
Wilson, N., Keni, K., Henriette, P., and Tan, P. (2021). The Role of Perceived Usefulness and Perceived Ease-of-Use Toward Satisfaction and Trust which Influence Computer Consumers ’ Loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294.
