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All Journal Jurnal Riset Akuntansi dan Bisnis Indonesia Research Horizon
Widiya, Erlani
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Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN BUS TRANS JOGJA Alkindi, Muhammad Dahlan; Anindya, Vanisa Rahma; Afifah, Nurul; Khasanah, Aprilia Uswatun; Widiya, Erlani; Damayanti, Dila
Jurnal Riset Akuntansi dan Bisnis Indonesia STIE Widya Wiwaha Vol 4 No 2 (2024): Jurnal Riset Akuntansi dan Bisnis Indonesia
Publisher : Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32477/jrabi.v4i2.1031

Abstract

This research discusses public transportation, namely the Trans Jogja Bus with the aim of analyzing the influence of service quality and trust on customer loyalty of the Trans Jogja Bus. This research uses quantitative methods in the form of filling out questionnaires carried out in Yogyakarta accompanied by the use of analytical tests in the research. The population used was all loyal Trans Jogja Bus users with a sample of 30 respondents who were determined non-probably and measured using a purposive sampling technique. This research has important benefits for Trans Jogja Bus management, namely helping them to improve service quality and increasing customer trust through customer loyalty. The results of this research hypothesis test show that service quality has a negative and insignificant effect on customer loyalty, the results of trust show a positive and significant effect on customer loyalty, while service quality and trust have a positive and significant effect on customer loyalty.
Hedonic Value and Performance Expectancy on Gen-Z’s Interest in Using the PayLater Application with Platform Trust Moderation Widiya, Erlani; Priyastiwi, Priyastiwi
Research Horizon Vol. 6 No. 1 (2026): Research Horizon - February 2026
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.6.1.2026.1069

Abstract

The rapid growth of digital financial services has made paylater applications popular among Generation Z, driven by both functional benefits and emotional trust, yet posing risks of consumptive behavior and financial problems. This study examines the influence of hedonic value and performance expectancy Generation Z’s interest in using paylater applications, with platform trust as a moderating variable. A quantitative approach was employed, targeting 155 respondents aged 18–27 in the Special Region of Yogyakarta, selected through purposive sampling. Data were collected via Likert-scale questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that performance expectancy positively and significantly influences interest in using paylater applications, while hedonic value does not show a significant effect. Moreover, trust in digital paylater platforms negatively moderates the effect of performance expectancy on user interest. These findings highlight that perceived functional benefits are the main driver of Generation Z’s adoption of paylater services, providing insights for digital finance providers to enhance user engagement responsibly. The study implies that providers should design paylater services that balance user convenience and enjoyment with mechanisms that promote responsible financial behavior.
Co-Authors Alkindi, Muhammad Dahlan Anindya, Vanisa Rahma Dila Damayanti Khasanah, Aprilia Uswatun Muhammad Afif Priyastiwi, Priyastiwi