THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE ON THE INTENSION OF REUSE SHOPEEPAY

ABSTRACT:The ShopeePay e-wallet has become a phenomenon in e-payment due to the increasing numberof users making transactions nowadays. This study aims to determine the effect of perceived usefulness andconvenience on the intention to reuse through satisfaction of ShopeePay e-wallet users and to determine whethersatisfaction mediates perceived usefulness and perceived ease of use on the intention to reuse ShopeePay ewallet users in Denpasar City. The population in this study are people in Denpasar City who have accounts andhave used the ShopeePay e-wallet to make transactions at least once in the last six months. The samplingtechnique used was purposive sampling technique and a sample of 105 respondents was obtained. Datacollection was carried out by distributing questionnaires. The data analysis technique used is SEM-PLS. Theresults of the analysis provide evidence that perceived usefulness has a positive and significant effect on theintention to reuse the ShopeePay e-wallet. Perceived ease of use has a positive and insignificant effect on theintention to reuse the ShopeePay e-wallet. Perceived usefulness has a positive and significant effect onShopeePay e-wallet satisfaction. Perceived ease of use has a positive and significant effect on ShopeePay ewallet satisfaction. Satisfaction has a positive and significant effect on the intention to reuse the ShopeePay ewallet service. Satisfaction mediates positively and significantly the influence of perceived usefulness on theintention to reuse the ShopeePay e-wallet service. Satisfaction mediates positively and significantly the effect ofperceived ease of use on the intention to reuse ShoppePay e-wallet services. The results of this study are able toenrich the development of marketing management science, especially regarding the influence of perceivedusefulness and perceived ease of use on intention to reuse which is mediated by satisfaction. In order to increasethe intention to reuse ShoppePay, it is recommended for company management to improve usability, ease ofuse, and satisfaction, such as; improving service features, providing virtual assistants, and increasing satisfactionso that users do not switch to other e-wallets.

KEYWORDS :: satisfaction, intention to reuse, perceived usefulness, perceived ease of use