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How Performance Expectancy and Security Affect Continuance Intention on Gopay Users

Nabila Adetha  -  Departemen Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Syiah Kuala, Banda Aceh, Indonesia
*Cut Aprilia orcid  -  Departemen Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Syiah Kuala, Banda Aceh, Indonesia
Received: 8 May 2023; Revised: 21 Sep 2023; Accepted: 22 Sep 2023; Available online: 30 Sep 2023; Published: 29 Sep 2023.
Open Access Copyright 2023 The Authors

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Abstract

GoPay is a leader amongst mobile wallet service providers, however the position is threatened by the coming of new players in the market. This research aims to investigate the influence of performance expectancy and the perception of security towards continuance usage intention and satisfaction’s role as the mediator on GoPay users in Banda Aceh. It is conducted by distributed online questionnaires to GoPay users which result in 90 respondents. Partial Least Square-Structural Equation Model (PLS-SEM) was used for data analysis. This study found that performance expectancy and satisfaction affect users’ intention to continue using GoPay. However, no direct influence is found in the relationship between perceived security and users’ willingness to continue using GoPay. This study also found that satisfaction can act as the mediator in the relationship between performance expectancy, perceived security, and intention to continue.

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Keywords: Performance Expectancy; Perceived Security; Satisfaction; Continuance Intention; SEM-PLS

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