The influence of perceived usefulness and e-service quality on continuance intention with user satisfactionnas a mediating variable (study on local startup Payoprint Palembang)
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Published:
Nov 30, 2023
Keywords:
Continuance intention, E-service quality, Payoprint, Perceived usefulness, User satisfaction
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Economy
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Abstract
One of the cities where startups are starting to emerge is Palembang. One of the local startups that is growing quite rapidly in the city of Palembang is Payoprint. Payoprint has been quite successful in its journey, as evidenced by the many awards it has received both on a regional and national scale. The aim of this research is to see the influence of Perceived Usefulness, E-Service Quality on Continuance Intention with User Satisfaction as a Mediating Variable (Case Study of Local Digital Startup Payoprint Palembang). This research uses a quantitative type of research using a survey method with target respondents in the Palembang area. The research subjects were consumers who had used Payoprint startup services in the Palembang area and surrounding areas. The sampling method used purposive sampling method, with a sample size of 110 respondents. The results show that there is a positive and significant influence between e-service quality and user satisfaction. The results show that there is a positive and significant influence between user satisfaction and continuance intention. The research results show that the value of the indirect influence or mediating influence of user satisfaction on perceived usefulness and continuance intention is greater than the direct influence of perceived usefulness on continuance intention. The research results show that the value of the indirect influence or mediating influence of user satisfaction on e-service quality and continuance intention is greater than the direct influence of e-service quality on continuance intention
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Nulhaq, T. W. ., Rosa, A. . and Maulana, A. . (2023) “The influence of perceived usefulness and e-service quality on continuance intention with user satisfactionnas a mediating variable (study on local startup Payoprint Palembang)”, Jurnal Mantik, 7(3), pp. 2622-2632. doi: 10.35335/mantik.v7i3.4377.
References
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Bimaruci, H., Havidz, H., Hudaya, A., & Ali, H. (2020). MODEL OF CONSUMER TRUST ON TRAVEL AGENT ONLINE?: ANALYSIS OF PERCEIVED USEFULNESS AND SECURITY ON RE-PURCHASE INTERESTS(CASESTUDYTIKET.COM). 1(1), 110–124. https://doi.org/10.38035/DIJEFA
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416.
Catherine, & Tjokrosaputro, M. (2023). PENGARUH PERCEIVED USEFULNESS DAN CONFIRMATION TERHADAP CONTINUANCE INTENTION PEMBELIAN TIKET MASKAPAI LCC?: DENGAN SATISFACTION SEBAGAI MEDIATOR Latar belakang Pandemi COVID-19 memang memberikan dampak negatif terhadap beberapa industri di kesempatan yan. Jurnal Manajerial Dan Kewirausahaan, 05(02), 383–391. https://doi.org/10.24912/jmk.v5i2.23408
Damanik, M. A. A., Fauzi, A., & Situmorang, S. H. (2022). Pengaruh Perceived Usefulness, Perceived Enjoyment dan Kepercayaan Terhadap Continuance Intention Melalui Kepuasan Pada Generasi Millenial Pengguna E-Wallet di Kota Medan. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(4), 827–834. https://doi.org/10.47065/ekuitas.v3i4.1475
Ghazal, M., Akmal, M., Iyanna, S., & Ghoudi, K. (2016). Smart plugs: Perceived usefulness and satisfaction: Evidence from United Arab Emirates. Renewable and Sustainable Energy Reviews, 55, 1248–1259. https://doi.org/10.1016/j.rser.2015.07.096
Hamid, A. Abd., Razak, F. Z. A., Bakar, A. A., & Abdullah, W. S. W. (2016). The Effects of Perceived Usefulness and Perceived Ease of Use on Continuance Intention to Use E-Government. Procedia Economics and Finance, 35(October 2015), 644–649. https://doi.org/10.1016/s2212-5671(16)00079-4
IDX Channel. (2022). Ini Lima Sektor Startup yang Berkembang Pesat di Indonesia. https://www.idxchannel.com/economics/ini-lima-sektor-startup-yang-berkembang-pesat-di-indonesia
Joo, Y. J., Park, S., & Shin, E. K. (2017). Students’ expectation, satisfaction, and continuance intention to use digital textbooks. Computers in Human Behavior, 69, 83–90. https://doi.org/10.1016/j.chb.2016.12.025
Joo, Y. J., So, H. J., & Kim, N. H. (2018). Examination of relationships among students’ self-determination, technology acceptance, satisfaction, and continuance intention to use K-MOOCs. Computers and Education, 122, 260–272. https://doi.org/10.1016/j.compedu.2018.01.003
Jurriëns, E., & Tapsell, R. (2017). Digital Indonesia: Connectivity and Divergence. ISEAS Yusof Ishak Institute.
Karina, S., & Basu, S. D. (2013). THE IMPACT OF USER SATISFACTION ON CONTINUANCE INTENTION TO USE FACEBOOK. Universitas Gajah Mada.
Kim, Y., & Lee, H. S. (2014). Quality, perceived usefulness, user satisfaction, and intention to use: An empirical study of ubiquitous personal robot service. Asian Social Science, 10(11), 1–16. https://doi.org/10.5539/ass.v10n11p1
Kumar, R. R., Israel, D., & Malik, G. (2018). Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory. Pacific Asia Journal of the Association for Information Systems, 10(2), 79–112. https://doi.org/10.17705/1pais.10204
Lasi, H., Fettke, P., Kemper, H. G., Feld, T., & Hoffmann, M. (2014). Industry 4.0. Business & Information Systems Engineering, 6(4), 239–242. https://doi.org/10.1007/s12599-014-0334-4
Lee, T., & Jun, J. (2007). Contextual perceived value?: Investigating the role of contextual marketing for customer relationship management in a mobile commerce context. Business Process Management Journal, 13(6), 798–814. https://doi.org/10.1108/14637150710834569
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342–357. https://doi.org/10.1016/j.elerap.2010.11.005
Lim, Y. J., Osman, A. B., & Halim, M. S. B. A. (2014). Perceived usefulness and trust towards consumer behaviors: A perspective of consumer online shopping. Journal of Asian Scientific Research, 4(10), 541.
Lin, T. C., & Chen, C. J. (2012). Validating the satisfaction and continuance intention of e-learning systems: Combining tam and is success models. International Journal of Distance Education Technologies, 10(1), 44–54. https://doi.org/10.4018/jdet.2012010103
Mediana. (2021). Sebanyak 90 Persen Startup Berakhir dengan Kegagalan. https://www.kompas.id/baca/desk/2021/07/17/sebanyak-90-persen-startup-berakhir-dengan-kegagalan
Mouakket, S. (2015). Factors influencing continuance intention to use social network sites: The Facebook case. Computers in Human Behavior, 53, 102–110. https://doi.org/10.1016/j.chb.2015.06.045
Nazatul Shima Abdul Rani, Zurinah Suradi, & Noor Haslina Yusoff. (2014). An Analysis of Technology Acceptance Model, Learning Management System Attributes, E-satisfaction, and E-Retention. International Review ofNazatul Shima Abdul Rani, Zurinah Suradi, & Noor Haslina Yusoff. (2014). An Analysis of Technology Acceptance Model, Learning Management System Attributes, E-Satisfaction, and E-Retention. International Review of Management and Busi, 3(4), 1984–1996.
Olivia, M., & Marchyta, N. K. (2022). The Influence of Perceived Ease of Use and Perceived Usefulness on E-Wallet Continuance Intention: Intervening Role of Customer Satisfaction. Jurnal Teknik Industri, 24(1), 13–22. https://doi.org/10.9744/jti.24.1.
Puriwat, W., & Tripopsakul, S. (2017). THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN MOBILE BANKING USAGE: CASE STUDY OF THAILAND. Polish Journal of Management Studies, 15(2), 183–193. https://doi.org/10.17512/pjms.2017.15.2.17
Putu, N., Anggraini, N., Gede, I. W., Setiawan, A., & Pratama, D. (2019). The Influence of Experiential Marketing and E-Service Quality on E-Satisfaction and Repurchase Intention. 50–58.
Rai, A., Lang, S. S., & Walker, R. B. (2002). Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis. Information Systems Research, 13(1), 50–69.
Razak, F. Z. A., Mokhtar, A. E., Rahman, A. A., & Abidin, M. Z. Z. (2021). Service quality, satisfaction and users’ continuance intention to use e-campus: A mediation analysis. Journal of Physics: Conference Series, 1793(1). https://doi.org/10.1088/1742-6596/1793/1/012019
Rifki, M. (2021). Pengaruh E-Service Quality dan E-WOM terhadap Customer Trust dan Dampaknya terhadap Repurchase Intention pada Pengguna Oyorooms. UNIVERSITAS ISLAM NEGERI SYARIF HIDAYATULLAH.
San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62. https://doi.org/10.31580/jmis.v3i1.1452
Sharma, G. (2015). The effects of online service quality of e-commerce websites on user satisfaction. Collection Management, 9(2–3), 133–141.
Shomad, A. C., & Purnomosidhi, B. (2012). Pengaruh kepercayaan, persepsi kegunaan, persepsi kemudahan, dan persepsi risiko terhadap perilaku penggunaan Ecommerce. Jurnal Ilmiah Mahasiswa FEB, 1(2).
Thong, J. Y., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799–810. https://doi.org/10.1016/j.ijhcs.2006.05.001
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44(October 2018), 178–193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services Marketing: Integrating Customer Focus Across the Firm (2nd ed.). McGraw Hill.
Zhao, Z., & Cao, Q. (2012). An empirical study on continual usage intention of microblogging: The case of Sina. Nankai Business Review International, 3(4), 413–429. https://doi.org/10.1108/20408741211283755.
Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: The impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258–274. https://doi.org/10.1108/NBRI-01-2014-0005
APJII. (2022). Hasil Survei Profil Internet Indonesia 2022. https://apjii.or.id/content/read/39/559/Laporan-Survei-Profil-Internet-Indonesia-2022
Ayuni, A., Amanda, S. N. S., & Yusuf, A. (2021). Pengaruh E-Service Quality dan Brand Image Terhadap Continuance Usage Intention Platform DANA Dompet Digital oleh Generasi Y dan Z. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 20(3), 196–211. https://doi.org/10.14710/jspi.v20i3.196-211
Bandawaty, E. (2020). Pengaruh Brand Image Dan E-Service Quality Terhadap Customer Satisfaction Bentuk Inovasi Pemasaran Bukalapak. Jurnal Bisnis Dan Manajemen, 7(1), 81–86. https://doi.org/10.26905/jbm.v7i1.3888
Bimaruci, H., Havidz, H., Hudaya, A., & Ali, H. (2020). MODEL OF CONSUMER TRUST ON TRAVEL AGENT ONLINE?: ANALYSIS OF PERCEIVED USEFULNESS AND SECURITY ON RE-PURCHASE INTERESTS(CASESTUDYTIKET.COM). 1(1), 110–124. https://doi.org/10.38035/DIJEFA
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416.
Catherine, & Tjokrosaputro, M. (2023). PENGARUH PERCEIVED USEFULNESS DAN CONFIRMATION TERHADAP CONTINUANCE INTENTION PEMBELIAN TIKET MASKAPAI LCC?: DENGAN SATISFACTION SEBAGAI MEDIATOR Latar belakang Pandemi COVID-19 memang memberikan dampak negatif terhadap beberapa industri di kesempatan yan. Jurnal Manajerial Dan Kewirausahaan, 05(02), 383–391. https://doi.org/10.24912/jmk.v5i2.23408
Damanik, M. A. A., Fauzi, A., & Situmorang, S. H. (2022). Pengaruh Perceived Usefulness, Perceived Enjoyment dan Kepercayaan Terhadap Continuance Intention Melalui Kepuasan Pada Generasi Millenial Pengguna E-Wallet di Kota Medan. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(4), 827–834. https://doi.org/10.47065/ekuitas.v3i4.1475
Ghazal, M., Akmal, M., Iyanna, S., & Ghoudi, K. (2016). Smart plugs: Perceived usefulness and satisfaction: Evidence from United Arab Emirates. Renewable and Sustainable Energy Reviews, 55, 1248–1259. https://doi.org/10.1016/j.rser.2015.07.096
Hamid, A. Abd., Razak, F. Z. A., Bakar, A. A., & Abdullah, W. S. W. (2016). The Effects of Perceived Usefulness and Perceived Ease of Use on Continuance Intention to Use E-Government. Procedia Economics and Finance, 35(October 2015), 644–649. https://doi.org/10.1016/s2212-5671(16)00079-4
IDX Channel. (2022). Ini Lima Sektor Startup yang Berkembang Pesat di Indonesia. https://www.idxchannel.com/economics/ini-lima-sektor-startup-yang-berkembang-pesat-di-indonesia
Joo, Y. J., Park, S., & Shin, E. K. (2017). Students’ expectation, satisfaction, and continuance intention to use digital textbooks. Computers in Human Behavior, 69, 83–90. https://doi.org/10.1016/j.chb.2016.12.025
Joo, Y. J., So, H. J., & Kim, N. H. (2018). Examination of relationships among students’ self-determination, technology acceptance, satisfaction, and continuance intention to use K-MOOCs. Computers and Education, 122, 260–272. https://doi.org/10.1016/j.compedu.2018.01.003
Jurriëns, E., & Tapsell, R. (2017). Digital Indonesia: Connectivity and Divergence. ISEAS Yusof Ishak Institute.
Karina, S., & Basu, S. D. (2013). THE IMPACT OF USER SATISFACTION ON CONTINUANCE INTENTION TO USE FACEBOOK. Universitas Gajah Mada.
Kim, Y., & Lee, H. S. (2014). Quality, perceived usefulness, user satisfaction, and intention to use: An empirical study of ubiquitous personal robot service. Asian Social Science, 10(11), 1–16. https://doi.org/10.5539/ass.v10n11p1
Kumar, R. R., Israel, D., & Malik, G. (2018). Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory. Pacific Asia Journal of the Association for Information Systems, 10(2), 79–112. https://doi.org/10.17705/1pais.10204
Lasi, H., Fettke, P., Kemper, H. G., Feld, T., & Hoffmann, M. (2014). Industry 4.0. Business & Information Systems Engineering, 6(4), 239–242. https://doi.org/10.1007/s12599-014-0334-4
Lee, T., & Jun, J. (2007). Contextual perceived value?: Investigating the role of contextual marketing for customer relationship management in a mobile commerce context. Business Process Management Journal, 13(6), 798–814. https://doi.org/10.1108/14637150710834569
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342–357. https://doi.org/10.1016/j.elerap.2010.11.005
Lim, Y. J., Osman, A. B., & Halim, M. S. B. A. (2014). Perceived usefulness and trust towards consumer behaviors: A perspective of consumer online shopping. Journal of Asian Scientific Research, 4(10), 541.
Lin, T. C., & Chen, C. J. (2012). Validating the satisfaction and continuance intention of e-learning systems: Combining tam and is success models. International Journal of Distance Education Technologies, 10(1), 44–54. https://doi.org/10.4018/jdet.2012010103
Mediana. (2021). Sebanyak 90 Persen Startup Berakhir dengan Kegagalan. https://www.kompas.id/baca/desk/2021/07/17/sebanyak-90-persen-startup-berakhir-dengan-kegagalan
Mouakket, S. (2015). Factors influencing continuance intention to use social network sites: The Facebook case. Computers in Human Behavior, 53, 102–110. https://doi.org/10.1016/j.chb.2015.06.045
Nazatul Shima Abdul Rani, Zurinah Suradi, & Noor Haslina Yusoff. (2014). An Analysis of Technology Acceptance Model, Learning Management System Attributes, E-satisfaction, and E-Retention. International Review ofNazatul Shima Abdul Rani, Zurinah Suradi, & Noor Haslina Yusoff. (2014). An Analysis of Technology Acceptance Model, Learning Management System Attributes, E-Satisfaction, and E-Retention. International Review of Management and Busi, 3(4), 1984–1996.
Olivia, M., & Marchyta, N. K. (2022). The Influence of Perceived Ease of Use and Perceived Usefulness on E-Wallet Continuance Intention: Intervening Role of Customer Satisfaction. Jurnal Teknik Industri, 24(1), 13–22. https://doi.org/10.9744/jti.24.1.
Puriwat, W., & Tripopsakul, S. (2017). THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN MOBILE BANKING USAGE: CASE STUDY OF THAILAND. Polish Journal of Management Studies, 15(2), 183–193. https://doi.org/10.17512/pjms.2017.15.2.17
Putu, N., Anggraini, N., Gede, I. W., Setiawan, A., & Pratama, D. (2019). The Influence of Experiential Marketing and E-Service Quality on E-Satisfaction and Repurchase Intention. 50–58.
Rai, A., Lang, S. S., & Walker, R. B. (2002). Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis. Information Systems Research, 13(1), 50–69.
Razak, F. Z. A., Mokhtar, A. E., Rahman, A. A., & Abidin, M. Z. Z. (2021). Service quality, satisfaction and users’ continuance intention to use e-campus: A mediation analysis. Journal of Physics: Conference Series, 1793(1). https://doi.org/10.1088/1742-6596/1793/1/012019
Rifki, M. (2021). Pengaruh E-Service Quality dan E-WOM terhadap Customer Trust dan Dampaknya terhadap Repurchase Intention pada Pengguna Oyorooms. UNIVERSITAS ISLAM NEGERI SYARIF HIDAYATULLAH.
San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62. https://doi.org/10.31580/jmis.v3i1.1452
Sharma, G. (2015). The effects of online service quality of e-commerce websites on user satisfaction. Collection Management, 9(2–3), 133–141.
Shomad, A. C., & Purnomosidhi, B. (2012). Pengaruh kepercayaan, persepsi kegunaan, persepsi kemudahan, dan persepsi risiko terhadap perilaku penggunaan Ecommerce. Jurnal Ilmiah Mahasiswa FEB, 1(2).
Thong, J. Y., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799–810. https://doi.org/10.1016/j.ijhcs.2006.05.001
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44(October 2018), 178–193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services Marketing: Integrating Customer Focus Across the Firm (2nd ed.). McGraw Hill.
Zhao, Z., & Cao, Q. (2012). An empirical study on continual usage intention of microblogging: The case of Sina. Nankai Business Review International, 3(4), 413–429. https://doi.org/10.1108/20408741211283755.
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