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All Journal Inventa: Journal of Science, Technology, and Innovation
Muhammad Fasya Palevi
Universitas Islam Negeri Syarif Hidayatullah
Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Control & Systems Engineering Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Analisis Korelasi Jaminan Service Level Agreement (SLA) terhadap Kepercayaan Pengguna dalam Mengadopsi Sistem Pembayaran Digital Muhammad Fasya Palevi; Evy Nurmiati
Journal of Science, Technology, and Innovation Vol 1 No 3 (2026): : April: Inventa: Journal of Science, Technology, and Innovation
Publisher : CV SCRIPTA INTELEKTUAL MANDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65310/k54a9570

Abstract

The growth of digital payment systems has increased the need for service mechanisms capable of ensuring the quality, security, and reliability of transactions on an ongoing basis. This study aims to analyze the correlation between Service Level Agreement (SLA) guarantees and user trust in adopting digital payment systems. The method used is a Systematic Literature Review (SLR) with a PRISMA approach to literature discussing digital payments, service quality, information security, and technology adoption. The analysis was conducted through thematic synthesis to identify patterns of relationships between SLA dimensions and the formation of user trust. The findings indicate that data security, system reliability, electronic service quality, and policy transparency are the primary SLA dimensions that have a positive correlation with user trust. Trust acts as a mechanism that bridges the influence of service quality on decisions regarding the adoption of digital payment technology. Consistent SLA implementation also contributes to increased satisfaction, loyalty, and sustained service usage. These findings confirm that SLAs serve a strategic function in linking the technical aspects of services with user behavior, thereby becoming a crucial element in supporting the development of a secure, trustworthy, and sustainable digital payment ecosystem.
Co-Authors Evy Nurmiati