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All Journal International Journal of Applied Finance and Business Studies
Sulaiman, Syarifah Fahira
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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A19-v The Effect of Technical Skills and Digital Literacy on Transaction Efficiency in the Use of the ShopeePay E-Wallet Yanti, Aprilda; Sururi, Watikah; Siregar, Sheila Galuh Syafira; Sulaiman, Syarifah Fahira
International Journal of Applied Finance and Business Studies Vol. 13 No. 4 (2026): March: Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v13i4.460

Abstract

The development of digital technology has driven a significant increase in the use of cashless payment systems, one of which is the ShopeePay e-wallet. Transaction efficiency has become a critical factor in evaluating the success of e-wallet adoption, as it is influenced not only by the availability of advanced technology but also by users’ readiness and capabilities. This study aims to analyze the effects of technical skills and digital literacy on transaction efficiency in the use of the ShopeePay e-wallet. This research employs a quantitative approach with a causal research design and is analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) through the SmartPLS software. The data were collected from active ShopeePay users who met the research criteria. The results indicate that technical skills have a positive and significant effect on transaction efficiency, with a path coefficient of 0.734 and a T-statistics value of 11.838. In addition, digital literacy is also proven to have a positive and significant effect on transaction efficiency, with a path coefficient of 0.233 and a T-statistics value of 3.555. These findings demonstrate that technical skills exert a more dominant influence than digital literacy in enhancing the transaction efficiency of ShopeePay. Therefore, improving the efficiency of e-wallet transactions depends not only on the sophistication of the payment system but also on the enhancement of users’ technical skills and digital literacy. This study is expected to contribute to the development of user education strategies and the improvement of e-wallet service quality in Indonesia.
The influence of customer service skills and user interface on dana e-wallet user loyalty Sulaiman, Syarifah Fahira; Sururi, Watikah; Siregar, Sheila Galuh Syafira; Yanti, Aprilda
International Journal of Applied Finance and Business Studies Vol. 13 No. 4 (2026): March: Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v13i4.461

Abstract

The development of digital technology has driven the increased use of digital-based financial services, one of which is the DANA e-wallet. User loyalty is a crucial factor in sustaining e-wallet usage, which is influenced not only by the technological features provided but also by the quality of service interactions and the ease of application use. This study aims to analyze the influence of customer service skills and user interface on the loyalty of DANA e-wallet users. This research employs a quantitative approach with a causal method and is analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) through SmartPLS software. The data were collected from active DANA e-wallet users who met the research criteria. The results indicate that the user interface has a positive and significant effect on user loyalty, with a path coefficient of 0.379 and a T-statistic value of 3.716. In addition, customer service skills also have a positive and significant effect on user loyalty, with a path coefficient of 0.366 and a T-statistic value of 3.595. These findings show that the user interface has a more dominant influence than customer service skills in enhancing the loyalty of DANA e-wallet users. Therefore, e-wallet user loyalty depends not only on the quality of the technological system but also on the quality of service and the ease of interaction perceived by users. This study is expected to contribute to the development of strategies for improving service quality and application interface design of e-wallets in Indonesia.
Co-Authors Siregar, Sheila Galuh Syafira Sururi, Watikah YANTI, APRILDA