Measurement the Quality of ShopeePay E-Wallet Service Features in the Shopee Application Based on User Perspective with the End User Computing Satisfaction Approach

Abstract

At present, society is facilitated in carrying out various activities through the development and innovation of technology. One of the conveniences introduced is the process of digital financial transactions. The number of transactions with digital payments in Indonesia, according to the e-conomy SEA 2023 report, is estimated to reach USD 82 billion in 2023 and to reach USD 110 billion in 2025. A popular alternative for non-cash transactions in Indonesia is ShopeePay, a digital wallet service. Surabaya as one of the cities with a significant number of digital wallet users, faces some challenges according to pre-research conducted. Users still encounter certain obstacles. It is important to conduct research to evaluate the quality of ShopeePay based on user satisfaction using a modified EUCS approach with the addition of the price variable. This research is conducted on Generation Z individuals aged 17-28 years in Surabaya City. Based on the EUCS variables accuracy, format, timeliness, ease of use, content, and price, there are 5 variables that have a significant positive influence on user satisfaction, namely accuracy, format, timeliness, ease of use, and content. Meanwhile, the price variable has a significant negative influence on user satisfaction. This study suggests that ShopeePay should maintain its quality and offer affordable prices to users for various transaction activities.