DOES GOPAY HELP CUSTOMERS IN OBTAINING PRODUCT AS A FORM OF E-WALLET?

• Main Author: Devi Anditasasti, Kinara
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/77403
• Institution: Institut Teknologi Bandung

This research is purposed to understand how GoPay might help customers in obtaining products. By capturing the increasing usage of e-wallet among Indonesian, this research has objective of understanding customer’s usage motivation in terms of perceived usefulness and perceived security. Perceived usefulness refers to the benefits expected by the customer from using e-wallet as their preferred payment method. On the other hand, perceived security refers to the degree of trust that the customer had on e-wallet system safety. Several factors have contributed to its rise, such as the increasing use of gadgets, numerous shops going online, seamless payment systems, and the integrated service providers. In Indonesia, the use of e-wallet as a purchasing method has constantly grown, especially in this pandemic era. People prefer to shop online to reduce physical contact with the seller. Even when they choose to shop at offline stores, some customers still prefer to transact cashless to minimize contact. This situation gives opportunities for digital wallet providers to gain customer.Furthermore, a comprehensive literature review is conducted to build necessary hypotheses. Those hypotheses are tested through survey, which then analyzed using multiple regression analysis. This method is aimed to know the impact of independent variables, e-wallet security and perceived usefulness, to the GoPay usage. This multiple regression analysis model, that is suitable for quantitative research, will later be analyzed through SPSS as the tool. Several classical assumption testing is also conducted, such as normality, multicollinearity, heteroscedasticity, and linearity. The result show weak correlation of both independent variables on GoPay usage. This study contributes to emerging business to involve e-wallet in their selling strategy. As well as helping e-wallet provider to enhance their payment system, this study is aimed to understand the public’ e-wallet usage from the perspective of perceived usefulness and perceived security. The first research question was about how does perceived usefulness affects the usage of digital payments, that is GoPay. This was answered with an average score of 4.6 out of 10, meaning that they have low perception of GoPay usefulness in helping their daily transactions. This means that customers did not frequently use GoPay, nor search for products that require GoPay as a payment method, as the first thing that comes to their mind. The second research question was about the effect of perceived security on GoPay usage. Seeing the mean score of more than 8 out of 10, customers have high trust in the safety of GoPay to the extent that they are satisfied and are willing to continue using GoPay as their payment method. Furthermore, several classical assumption testing is done to test the analysis result. The data has been proven to be normal, linear, and moderately correlated among each variables. Unfortunately, the data did not pass the heteroscedasticity test. This indicates that the data may be less precise. Hence, this limits the researcher to provide a valid result analysis. Other than heteroscedasticity that occurs, inadequate sample, as well as unclear questionnaire are also considered as the factors limiting researcher in executing the research.