CUSTOMER TRUST IN THE USE OF SHOPEEPAY AND THEIR IMPACT ON MILLENNIAL USER SATISFACTION IN THE COVID-19 ERA
- Prosiding Internasional
- Athiya Noura, Wati Susilawati, Rahyuni Setiawan, Teni Andriani Dewi
- Sustainable Collaboration in Business, Technology, Information and Innovation 13 th 2022
Abstrak
During COVID-19, there was a significant increase in the use of E-money among the community. Using e-money as a transaction tool in everyday life requires a trust factor. If people already believe in the technology/system of e-money, they will easily use it in their daily transactions. So, this research aims to determine the effect of Customer Trust on the use of ShopeePay and its impact on Millennial User Satisfaction in the COVID-19 Era. The hypothesis is Customer Trust influences the Use of ShopeePay and its implications on Millennial User Satisfaction in the COVID-19 Era. This study uses a quantitative method using descriptive and verification research methods. The Respondents were 97 respondents selected using the Non Probability Sampling method with the Unknown Population Sampling calculation technique. The data analysis technique used in this study is Structural Equation Model (SEM) and hypothesis testing using SmartPLS software version 3. The results show that Customer Trust positively and significantly affects ShopeePay usage. Customer Trust has a positive and significant effect on Millennial User Satisfaction. Using ShopeePay has a positive and significant effect on Millennial User Satisfaction. This study also shows that ShopeePay is more competent with similar applications. ShopeePay is a reliable and trustworthy platform. ShopeePay is in line with the characteristics of the millennial generation. The millennial generation wants everything to be practical, fast, and efficient. ShopeePay balance replenishment is also easy, providing time efficiency because the process is fast. Keywords: Customer Trust, Millenial User Satisfaction, ShopeePay
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