Analysis of Acceptance Factors of Pospay Application Users in Surabaya City Using Modified TAM
Abstract
This study aims to analyze the factors that influence user acceptance of the Pospay application in Surabaya by using a modified Technology Acceptance Model (TAM). Pospay is a digital platform owned by PT Pos Indonesia that offers financial transaction services. Although the app has been downloaded over 5 million times, it still faces acceptance issues, as reflected by the high number of negative reviews due to system errors, verification failures, and unstable performance. To address these challenges, the TAM model was extended by incorporating variables such as Facilitating Conditions, Lifestyle Compatibility, Quality of Internet Connection, Perceived Security, Perceived Trust, Perceived Risk, Self-Efficacy, and Satisfaction. Data were collected from 523 active users and analyzed using Structural Equation Modeling–Partial Least Squares (SEM–PLS). The results showed that Facilitating Conditions, Perceived Ease of Use, and Perceived Usefulness significantly influence Attitude. Furthermore, Perceived Ease of Use, Perceived Usefulness, Perceived Security, Self-Efficacy, and Satisfaction have a significant effect on Intention to Use. Meanwhile, variables such as Attitude, Lifestyle Compatibility, Quality of Internet Connection, Perceived Trust, and Perceived Risk did not significantly affect Intention to Use. These findings highlight the importance of improving usability, usefulness, security, satisfaction, and user confidence to enhance the acceptance and usage of the Pospay application more effectively.
Downloads
References
S. Kemp, “Digital 2024: Indonesia,” Data Reportal. [Online]. Available: https://datareportal.com/reports/digital-2024-indonesia
Z. Zhang, “Research on the Impact of Digital Finance on China’s Urban-Rural Income Gap,” Review of Economic Assessment, vol. 1, no. 1, pp. 63–75, 2022, doi: 10.58567/rea01010005.
R. Hardianti Utari and T. Kartika Pertiwi, “PERSEPSI BELANJA MENGGUNAKAN APLIKASI E-WALLET (Studi Pada Pengguna E-Wallet DANA di Indonesia),” Journal of Information System, Applied, Management, Accounting and Research. ( Printed), vol. 5, no. 1, pp. 215–226, 2021.
Y. D. Rahmawati and R. Yuliana, “Pengaruh Persepsi Manfaat, Persepsi Kemudahan, dan Persepsi Keamanan terhadap Keputusan Penggunaan E-Wallet pada Mahasiswa STIE Bank BPD Jateng,” ECONBANK: Journal of Economics and Banking, vol. 2, no. 2, pp. 157–168, 2020.
“2021 Mobile Wallets Report,” Boku. [Online]. Available: https://www.boku.com/boku-knows/2021-mobile-wallets-report
M. Farhan, E. Sadly, and M. Neruz, “Analisis Penggunaan E-Wallet Terhadap Mahasiswa Universitas Islam Sumatera Utara Tahun 2022,” JEKKP (Jurnal Ekonomi, Keuangan dan Kebijakan Publik), vol. 5, no. 2, pp. 1–10, 2023, doi: 10.30743/jekkp.v5i2.8615.
A. A. Agung and I. Rachmawati, “PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PENGGUNA LAYANAN APLIKASI E- WALLET GOPAY ( STUDI PADA GENERASI Z DI KOTA BANDUNG ) The Influence of Customer Relationship Management on User Loyalty on Gopay E-wallet Application Services ( Stu,” e-Proceeding of Management, vol. 8, no. 6, pp. 7791–7802, 2021.
H. Meilisa, “Penggunaan Mobile Payment Jatim Terbesar Ketika di Pulau Jawa,” detikNews. [Online]. Available: https://news.detik.com/berita-jawa-timur/d-4825965/penggunaan-mobile-payment-jatim-terbesar-ketiga-di-pulau-jawa
N. Naurah, “Keuangan E-wallet Jadi Metode Pembayaran Terpopuler di Indonesia 2022, Ini Potensinya Pada 2025 Mendatang,” GoodStats. [Online]. Available: https://goodstats.id/article/e-wallet-jadi-metode-pembayaran-terpopuler-di-indonesia-2022-ini-potensinya-pada-2025-mendatang-FOnnm
M. Susanti;Yusmaniarti, Manajemen Keuangan di Era Digital, vol. 34. 2024.
S. T. Dayana Kam, “Technologhy Acceptance Model (TAM) Terhadap Adopsi Aplikasi Financial Teknologi (Studi Kasus Pengguna Aplikasi Pospay),” Google Play Store. [Online]. Available: https://play.google.com/store/apps/details?id=com.posindonesia.giropos&hl=id&pli=1
M. S. L. Sihombing and N. Oktaviani, “Penerapan Model UTAUT 2 Terhadap Kepuasan Dan Perilaku Pengguna Aplikasi Pospay Di Kota Palembang,” Google Play Store. [Online]. Available: https://play.google.com/store/apps/details?id=com.posindonesia.giropos&hl=id&pli=1
“Pospay,” Google Play Store. [Online]. Available: https://play.google.com/store/apps/details?id=com.posindonesia.giropos&hl=id
F. D. Davis, “Perceived usefulness, perceived ease of use, and user acceptance of information technology,” MIS Q, vol. 13, no. 3, pp. 319–339, 1989, doi: 10.2307/249008.
L. Setiyani, V. Maulidina, and Femmy, “Jurnal Comparison of receipt of DANA and OVO E-wallet payments using TAM in Generation Z,” Teknologi Informasi Komunikasi, vol. 5, no. 1, pp. 1–6, 2023.
S. A. Aulifin and A. S. Dewi, “Analisis Penerimaan Pengguna Shopeepay Sebagai Sistem Pembayaran Elektronik Menggunakan Technology Acceptance Model (TAM) di Wilayah Kota Bogor,” Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi), vol. 6, no. 1, pp. 138–152, 2022.
Y. A. Mukhtar and G. M. Barre, “Determinants of consumers’ attitude towards mobile wallet adoption in Somalia,” African Journal of Economic and Management Studies, 2024, doi: 10.1108/AJEMS-05-2023-0194.
T. Nur and J. Joviando, “Determination of E-Wallet Usage Intention : EExtending the TAM Model with Self Efficacy,” 3rd International Conference on Cybernetics and Intelligent Systems, ICORIS 2021, pp. 1–7, 2021, doi: 10.1109/ICORIS52787.2021.9649568.
V. S. Woon Chong, J. M. S. Lam, and Y. J. Too, “Empirical Study on Intention to Use of Touch’n Go e-Wallet among Millennial in Malaysia during Covid-19 Endemic,” 2022 International Conference on Digital Transformation and Intelligence, ICDI 2022 - Proceedings, no. Icdi, pp. 156–160, 2022, doi: 10.1109/ICDI57181.2022.10007416.
Anora, I. S., & Putri, T. D. (2024). Pengaruh Fintech Payment, Money Attitude, Financial Knowledge, dan Financial Self Efficacy terhadap Perilaku Manajemen Keuangan Mahasiswa S-1 Universitas Bung Hatta. Jurnal Manajemen dan Ekonomi Digital, 5(1), 1–18.
Y. A. Mukhtar and G. M. Barre, “Determinants of consumers’ attitude towards mobile wallet adoption in Somalia,” African Journal of Economic and Management Studies, 2024, doi: 10.1108/AJEMS-05-2023-0194.
Sugiyono, Metode Penelitian Kuantitatif Kualitatif dan R&D (Ke-2). Alfabeta, 2019.
C. M. Ringle and M. Sarstedt, Partial Least Squares Structural Equation Modeling ( PLS-SEM ) Using R.
Imam Ghozali & Hengky Latan, Konsep, Teknik dan Aplikasi SmartPLS 2.0 M3. Badan Penerbit Universitas Diponegoro, 2012.
Copyright (c) 2025 Ni Made Berliana, Anita Wulansari, Virdha Rahma Aulia
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This is an open-access article distributed under the terms of the Creative Commons Attribution-ShareAlike 4.0 International License which permits unrestricted use, distribution, and reproduction in any medium. Users are allowed to read, download, copy, distribute, search, or link to full-text articles in this journal without asking by giving appropriate credit, provide a link to the license, and indicate if changes were made. All of the remix, transform, or build upon the material must distribute the contributions under the same license as the original.
