Pengaruh Persepsi Customer Satisfaction dan Kepercayaan Konsumen terhadap Intensitas Minat Menggunakan Layanan Dompet Digital (Shopeepay) pada Masyarakat di Kota Medan

Abstract

Advances in digital technology has changed the lifestyle of the people of Medan city. Life people's lives are now highly dependent on smartphones and the internet. This has encouraged the development of financial services based on digital technology, known as fintech. known as fintech. ShopeePay is one of the fintechs that is most widely used and in demand by the public. Customer satisfaction and consumer trust are factors that attract people to use ShopeePay. However, there are still there are still complaints from ShopeePay users regarding customer satisfaction and consumer trust. consumers. Research This study aims to determine the effect of customer satisfaction and consumer trust on interest in using. The effect of customer satisfaction and consumer confidence will be analyzed partially and simultaneously partially and simultaneously on interest in using. The form of research used is quantitative with an associative approach. The population in this study are people who use ShopeePay digital wallet services in Medan City, with a sample of 96 respondents, with a sampling technique using purposive sampling. using purposive sampling. Primary data obtained through direct distribution of questionnaires directly and secondary data obtained through literature studies. literature. The analysis methods used are validity test, reliability test reliability, classical assumption test, multiple linear regression, partial test, simultaneous test and determination test and processed through SPSS software. and determination test and processed through SPSS software. The results of this study indicate that customer satisfaction has a significant positive effect on interest in using, obtained a tcount value of 3.591> 1.985 with a sig value of 0.001 <0.05 and has a regression coefficient value of 0.300. Consumer Trust also has a significant positive effect on interest in using, obtained a tcount value of 6.290> 1.985 with a sig value of 0.000 <0.05 and has a regression coefficient value of 0.645. In simultaneous testing, customer satisfaction and consumer confidence have a simultaneous effect with a level of influence of 54% while the remaining 46% is influenced by factors outside this research model.