RIZQIKA, FATHIA DWI (2024) PENGARUH KEAMANAN, KEPERCAYAAN, DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNAAN LAYANAN GOPAY PADA APLIKASI GOJEK. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Based on the consideration that cash can still be used anywhere and does not depend on internet speed, people still have the confidence to continue using cash and are reluctant to switch to Gopay services. Overall, in the period 2020 to 2022, the average presentation value of digital wallet usage was dominated by the Shopee Pay digital wallet at 55.4%. Meanwhile, Gopay was ranked third at 52.9% among other digital wallets. This research focuses on the Gopay user population in DKI Jakarta, with the aim of exploring consumer behavior regarding the use of digital wallets. The sampling method used purposive sampling with the formula Hair, et al., with a total of 185 respondents. Data analysis was carried out using Partial Least Square (PLS) 4.0. The research results show that security, trust and service quality factors positively and significantly influence the decision to use Gopay. From the results of this research, it is recommended that Gopay emphasize security with the latest technology and user education. Transparent communication about security can increase user loyalty and service adoption. Pay attention to service quality, including a smooth user experience and responsive customer service, to increase Gopay's satisfaction and reputation. Keywords: Security, Trust, Service Quality, Usage Decisions, e-wallet. Berdasarkan pertimbangan bahwa uang tunai masih dapat digunakan di mana saja dan tidak tergantung pada kecepatan internet, masyarakat masih memiliki keyakinan untuk tetap menggunakan uang tunai dan enggan beralih ke layanan Gopay. Secara keseluruhan, dalam periode tahun 2020 hingga 2022, nilai rata-rata presentasi penggunaan dompet digital didominasi oleh dompet digital Shopee pay sebanyak 55,4%. Sementara Gopay menduduki peringkat ketiga sebanyak 52,9% diantara dompet digital lainnya. Penelitian ini fokus pada populasi pengguna Gopay di DKI Jakarta, dengan tujuan untuk menggali perilaku konsumen terkait penggunaan dompet digital. Metode pengambilan sampel menggunakan purposive sampling dengan rumus Hair, et al., dengan jumlah responden sebanyak 185. Analisis data dilakukan menggunakan PLS 4.0. Hasil penelitian menunjukkan bahwa faktor keamanan, kepercayaan, dan kualitas layanan secara positif dan signifikan memengaruhi keputusan penggunaan Gopay. Dari hasil penelitian tersebut, disarankan agar Gopay menekankan keamanan dengan teknologi terbaru dan edukasi pengguna. Komunikasi transparan tentang keamanan dapat meningkatkan loyalitas pengguna dan adopsi layanan. Perhatikan kualitas layanan, termasuk pengalaman pengguna yang lancar dan pelayanan pelanggan yang responsif, untuk meningkatkan kepuasan dan reputasi Gopay. Kata Kunci : Keamanan, Kepercayaan, Kualitas Layanan, Keputusan Penggunaan, Dompet Digital.
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