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Delia, Irene
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Effectiveness of Digital Payment from the Perspective of Generation-Z and Millennial E-commerce Consumers: MSME Resilience in West Java Fajri, Hanan Zaidane Noor; Delia, Irene; Elizabeth, Irene
Educationist: Journal of Educational and Cultural Studies Vol. 3 No. 3 (2025): Journal of Educational and Cultural Studies
Publisher : PT Literasi Nusantara Publisher

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Abstract

The ease of transactions in purchasing products significantly influences Generation Z (aged 8 to 23) and millennial (aged 24 to 39) buyers in e-commerce. The adoption rate of digital payments is high, reaching 95%, with 75% of users expecting to increase their usage in the next one to two years (SEA e-Conomy Research Survey, 2021). This study examines the impact of digital payments on buyer satisfaction and MSME resilience using a quantitative approach and Partial Least Square (PLS) analysis. The research data used in this study was collected in 2023. Drawing on the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Mental Accounting Theory (MAT), this research integrates transaction security, individual influences, and data protection as key factors. Through a survey of 77 Generation-Z and 73 millennial respondents, findings reveal that social influence, ease of use, and trust significantly shape security perceptions. This study provides insights into enhancing digital payment quality and offers policy recommendations for improving MSME sustainability.
Analisis Faktor Kepuasan Konsumen di Shopee: Tinjauan Kualitas Sistem, Informasi, dan Layanan (Studi Kasus: Pada Pengguna Shopee di Daerah X) Delia, Irene
Educationist: Journal of Educational and Cultural Studies Vol. 3 No. 3 (2025): Journal of Educational and Cultural Studies
Publisher : PT Literasi Nusantara Publisher

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Abstract

This study aims to analyze the influence of system quality, information quality, and service quality on consumer satisfaction among users of the Shopee e-commerce platform in Region X. Using a quantitative approach with a purposive sampling technique, data from 120 respondents were analyzed using multiple linear regression. The findings indicate that system quality, information quality, and service quality have a positive and significant influence on consumer satisfaction, both partially and simultaneously. Information quality was found to be the most dominant predictor, with the three quality variables collectively explaining 55.6% of the variability in consumer satisfaction. The originality of this study lies in testing an integrated quality model within a regional e-commerce context (Region X) and highlighting the dominance of information quality as a primary driver of satisfaction. The practical implication for Shopee is the need to prioritize strategies for improving information accuracy and completeness to maintain and enhance customer satisfaction in non-metropolitan areas, alongside maintaining system and service reliability.
Co-Authors Elizabeth, Irene Fajri, Hanan Zaidane Noor