The Effect of User Trust and App Attributes on Continuance Usage Intention Trought E-Servoual (Survey On Shopee Food Application Users In The City Of Malang)

Muslih, Aina Yurdika and Prof. Andy Fefta Wijaya MDA, Ph.D.,., , Ph.D.,. (2023) The Effect of User Trust and App Attributes on Continuance Usage Intention Trought E-Servoual (Survey On Shopee Food Application Users In The City Of Malang). Magister thesis, Universitas Brawijaya.

English Abstract

This company provides applications where all of them use internet attributes and transact online, and they are trusted to buy all their needs every day. The desires that want to be fulfilled can be realized, and everyone does not need to go home, so it is easy to do quickly and efficiently. Customers utilize it extensively today for a variety of tasks like shopping, entertainment, banking, social networking, and even placing food orders. Shopee is a strong and competitive company in e-commerce, and shopee continues to innovate by seeing various opportunities for companies to adapt to every condition they face. shopee also has a new feature, namely shopee food, since April 2020, whereby shopee food prepares ready-to-eat food. To ascertain if user trust affects Malang City Shopee Food users' perceptions of the quality of electronic services, To ascertain the impact of attribute application on the level of electronic service for Malang City shopee food users, To determine the influence of electronic service quality on Malang City shopee food users'' intention to keep using the service and to ascertain the impact of user trust on Malang City shopee food consumers'' intention to continue using the service. In this work, quantitative research methods are combined with explanatory research. According to Creswell, using quantitative research methods allows researchers to examine how variables connect to one another in order to evaluate theories. The research location is where the researcher carries out his investigation with the goal of collecting information, evidence, and real reinforcement for the research. In this study, users of the shopee food feature in the city of Malang will be the focus of the study. Given that Malang is one of the cities with both public and private campuses, this location was selected. Many students in Malang City use the shopee platform and the shopee food function. The sample for this study consisted of 150 Malang City residents who regularly ate street food and could be reached by shopee food users who placed at least two orders per week or who had the shopee application with the shopee food feature. In this work, SMART-PLS technical structural equation model (SEM) analysis will be used. User Trust (X1) has a significant influence on E-Service Quality (Y1), App Attribute (X2) has a significant influence on E-Service Quality (Y1), Electronic Service Quality (Y1) has no significant effect on Continuance Usage VII Intention (Y2), User Trust (X1) has no significant effect on Continuance Usage Intention (Y2), and App Attribute (X2) has a significant influence on continuation usage intention (Y2). User trust has a big impact on the shopee food app's electronic service quality for users in Malang. This demonstrates that the quality of an electronic service will directly increase in proportion to the level of consumer trust in that service. Application attributes have a significant influence on electronic service quality among shopee food app service users in Malang. This demonstrates that the better the app attributes that users have, the higher the quality of electronic services will be. Electronic service quality has an insignificant influence on continuity usage intention, which is bridged by the variable continuity usage intention among shopee food service users. According to the prior theory, application features also significantly affect the intention to continue using a product. It turns out that the mediation effect of continuity usage interaction on the caliber of electronic service is negligible. Therefore, the shopee food application in Malang does not require continuity of usage as a mediator to encourage electronic service quality toward consumer loyalty. The variable continuity usage intention among shopee food service consumers spans the minimal impact that user trust has on continuity usage intention. According to the previous theory, application qualities have a major influence on the continuity of usage intentions. Continuity of usage interaction as mediation has a negligible influence on user trust. As a result, continuous usage intention is not required as a mediator to enhance user trust in continuous usage intention and customer loyalty of the shopee food application in Malang. The intention of shopee food app users in Malang to continue using the service is significantly influenced by application parameters. This demonstrates that the quality of an electronic service will immediately increase with the level of app attributes that consumers possess.

Item Type:	Thesis (Magister)
Identification Number:	042303
Uncontrolled Keywords:	User Trust, App Attribute, E-Servqual, continuance usage intention.
Divisions:	Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga
Depositing User:	Unnamed user with username suprihatin
Date Deposited:	15 Jan 2024 06:36
Last Modified:	15 Jan 2024 06:36
URI:	http://repository.ub.ac.id/id/eprint/210162

Text (DALAM MASA EMBARGO) Aina Yurdika Muslih.pdf Restricted to Registered users only until 31 December 2025. Download (4MB)

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