Maslakha, Tusholikhah (2025) THE INFLUENCE OF E-SERVICE QUALITY, SERVICE FEATURES, AND PERCEIVED SECURITY ON INTEREST IN USING THE GOPAY DIGITAL WALLET (CASE STUDY OF Z- GENERATION INDONESIA). S1 Undergraduate thesis, Universitas Darussalam Gontor.

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Abstract

Advances in digital technology have made things easier in various aspects of life, including financial activities through digital wallets. One of the popular digital wallets in Indonesia is GoPay, which offers various innovative features. This research aims to analyze the influence of E-Service Quality, Service Features, and Security Perceptions on Interest in Using GoPay among Generation Z in Indonesia. This research uses a quantitative approach with a survey method. Data was collected through a Likert scale-based questionnaire distributed online to 400 Generation Z respondents, who were selected using a purposive sampling technique. The respondents involved were GoPay application users who had made a transaction at least once. Data analysis was carried out using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method via SmartPLS software version 3.2.9. The research results show that the Service Feature variable has a significant influence on interest in using, with a t-value of 18.425, while the E-Service Quality and Security Perception variables do not show a significant influence. The Adjusted R-Square value of 0.579 indicates that 57.9% of the variation in interest in using can be explained by the three independent variables in this study. Service features, such as ease of navigation, completeness of functions and product innovation, are the dominant factors that attract attention and increase Generation Z's interest in using the GoPay application. Meanwhile, security aspects tend to be considered to have met basic expectations so they are not the main determinant in user decisions. This research emphasizes the importance of developing relevant, creative and innovative service features to attract the attention of Generation Z who are known to be familiar with technology. Apart from that, the research results also underline the importance of effective marketing strategies to increase user adoption and loyalty towards digital wallet applications in an increasingly competitive market.

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