Pengaruh Perceived Risk dan Perceived Ease Of Use Terhadap Behavioral Intention Melalui Trust Sebagai Variabel Intervening (Pada Pengguna Shopeepay Generasi Milenial dan Z di Jakarta)

Abstract

Abstract: Align with the advancement of digitalization in the financial system and payment methods in companies engaged in e-commerce, one of which is ShopeePay. However, based on survey data conducted by Populix in the "PopVoice Gen Z and Millennials Report Q1 2023" shows that the frequency of ShopeePay top-ups is still low, namely 30% of millennials and 28% of generation z who only top-up ShopeePay 2-3 times per month. This study was conducted to determine the behavioral intention of ShopeePay users among millennials and generation z in Jakarta which is influenced by perceived risk, perceived ease of use, and trust. The type of research used is explanatory research with a quantitative approach. The sample in this study was taken as many as 100 respondents who used ShopeePay transactionswith purposive sampling technique. Data collection was done through an offline questionnaire. The results of this study indicate that the variable perceived risk has a positiveand insignificant effect on behavioral intention, perceived ease of use has a positive and significant effect on behavioral intention, and trust has a positive and significant effect on behavioral intention. Suggestions in this study, that ShopeePay needs to periodically evaluatethe transaction service system and improve transaction service features to strengthen user behavioral intentions in transacting using ShopeePay.

Keywords: Perceived Risk; Perceived Ease of Use; Trust; Behavioral Intention

Abstraksi: Seiring dengan kemajuan digitalisasi pada sistem keuangan dan metode pembayaran pada perusahaan yang bergerak di bidang e-commerce, salah satunya yaitu ShopeePay. Namun, berdasarkan pada data survei yang dilakukan oleh Populix pada “PopVoice Gen Z and Millennials Report Q1 2023” menunjukkan bahwa masih rendahnya frekuensi top-up ShopeePay yaitu sebesar 30% generasi milenial dan 28% generasi z yang hanya melakukan top-up ShopeePay 2-3 kali setiap bulannya. Penelitian ini dilakukan untuk mengetahui behavioral intention pengguna ShopeePay di kalangan generasi milenial dan z di Jakarta yang dipengaruhi oleh perceived risk, perceived ease of use, dan trust. Tipe penelitian yang digunakan adalah eksplanatori dengan pendekatan kuantitatif. Sampel pada penelitian ini diambil sebanyak 100 orang responden pengguna ShopeePay bertransaksi dengan teknik pengambilan sampel purposive sampling. Pengumpulan data dilakukan melalui kuesioner secara offline. Hasil dari penelitian ini menunjukkan bahwa variabel perceived risk berpengaruh positif dan tidak signifikan terhadap behavioral intention, perceived ease of use berpengaruh positif dan signifikan terhadap behavioral intention, dan trust berpengaruh positif dan signifikan terhadap behavioral intention. Saran pada penelitian ini, yaitu ShopeePay perlu melakukan evaluasi secara berkala terkait sistem layanan transaksi dan meningkatkan fitur layanan transaksi untuk memperkuat niat berperilaku pengguna dalam bertransaksi menggunakan ShopeePay.

Kata Kunci: Perceived Risk; Perceived Ease of Use; Trust; Behavioral Intention