The Influence of Perceived Benefit, Perceived Ease of Use, and Perceived Security on GoPay User Satisfaction: A Case Study of Students at Universitas Muhammadiyah Pontianak

Abstract

This study aims to analyze the effect of perceived benefit, perceived ease of use, and perceived security on GoPay user satisfaction among students of Universitas Muhammadiyah Pontianak. The study employs a quantitative approach with an associative design. Data were collected through the distribution of questionnaires using a Likert scale to 100 respondents selected using purposive sampling, with the criteria that respondents were students who had used GoPay at least once. Data were analyzed using instrument testing, classical assumption tests, and multiple linear regression analysis. The results show that simultaneously perceived benefit, perceived ease of use, and perceived security have a positive and significant effect on GoPay user satisfaction. Partially, all three variables also have a significant effect, with perceived security being the most dominant variable, followed by perceived ease of use and perceived benefit. The research model is able to explain more than half of the variation in user satisfaction, indicating that these three factors are important determinants in shaping the user experience of digital wallet services. These findings provide a theoretical contribution by strengthening the understanding that fintech user satisfaction is formed by simultaneous evaluations of benefits, ease of use, and security. Practically, the results can serve as a basis for GoPay service providers to prioritize strengthening security aspects without neglecting ease of use and perceived benefits. Future research is recommended to include additional variables and to expand the research objects and respondent characteristics in order to enrich studies on user satisfaction in digital payment services.