E-Trust and E-Satisfaction as Mediators of the Influence of E-Service Quality and Brand Image on the Intention to Continue Using E-Wallets in West Nusa Tenggara, Indonesia

Abstract

This study aims to analyze the influence of e-service quality and brand image on the continuance intention in using E-wallet in NTB, with e-trust and e-satisfaction as mediating variables. This study uses a quantitative approach to empirically test the relationship between variables. The method used in this study is a quantitative approach, because this study aims to test and prove the causal relationship between variables in the development of a theory of technology user behavior, especially in the context of Technology Continuance Theory (TCT). The population in this study is not known with certainty. The sample in this study was 196 respondents. The data analysis technique used SEM PLS. The results of the analysis show that E-service quality has a positive and significant effect on the continuance intention of using e-wallet and e-trust. Brand image has a positive and significant effect on the continuance intention of using e-wallet and e-trust. E-trust and e-satisfaction act as significant mediators in the relationship between e-service quality and brand image on the continuance intention of using e-wallet.