Chrisanta, Rhea (2023) PENGARUH E-SERVICE QUALITY TERHADAP CONTINUANCE USAGE INTENTION DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi pada Pengguna LinkAja di Kota Semarang). Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

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Abstract

Abstract: The emergence of various e-wallet brands in Indonesia has caused intense competition in the financial sector. so it is necessary to strengthen the quality of electronic services that can increase user electronic satisfaction and can increase sustainable use. This study aims to determine the effect of E-Service Quality on LinkAja's Continuance Usage Intention Through E-Satisfaction as an Intervening Variable. This type of research is explanatory research with a quantitative approach. The number of samples is 100 respondents with a non-probability sampling technique, namely purposive sampling. Data collection techniques were carried out through questionnaires and processed using SmartPLS 3.3.3. The results show that the e-service quality and e-satisfaction variables have a positive and significant effect on continuance usage intention. The E-Service Quality variable has a positive and significant indirect effect through E-Satisfaction on continuance usage intention. This research supports the theory of consumer behavior that focuses on TPB (Theory of Planned Behavior) wherein growing interest in sustainable use is influenced by attitudes, subjective norms and perceptions. This study has limitations which are cross-sectional in nature so that future research can be carried out longitudinally. Based on these results, it is recommended that the LinkAja application be maintained regularly so that many users do not experience problems. This is intended to foster satisfaction from users. In addition to various aspects such as design, customer service contact and cooperation. It also requires further research to meet user electronic satisfaction..
Keywords: E-service quality, E-Satisfaction, Continuance Usage Intention

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