The influencer of interface usability characteristics, perceived usefulness, and perceived ease of use towards end-user satisfaction of Topremit application PT. Top Remit in Medan

Careen, Careen (2021) The influencer of interface usability characteristics, perceived usefulness, and perceived ease of use towards end-user satisfaction of Topremit application PT. Top Remit in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The rising usage of digital financial services has increased the competition in the Financial Technology (Fintech) industry, especially during COVID-19 pandemic. The fierce competition has strengthened the need for Topremit application PT. Top Remit in Medan as the research object to maintain the end-user satisfaction, as Topremit is also a Fintech company that provides money transfer service from Indonesia to abroad. Primary data and secondary data are collected by distributing the questionnaires to Topremit users in Medan who ever used Topremit application to send money abroad at least twice in the last one year. The data in this research is measured with validity test and reliability test. Non-probability sampling method is used with snowball sampling technique for this study. The collected data is analyzed with SPSS Software version 25.0, where the data is tested with normality, heteroscedasticity, multicollinearity, and linearity test. The hypotheses are tested with F-Test and T-Test. Multiple linear regression and coefficient of determination tests are also used to test the data. The research outcome has resulted in two rejected hypotheses, which perceived ease of use has no significant influence towards perceived usefulness and perceived usefulness also has no significant influence towards end-user satisfaction. The other four hypotheses are accepted, where the result indicates that system capability significantly influences perceived usefulness, user guidance significantly influences perceived usefulness, user guidance significantly influences learnability, and learnability significantly influences end-user satisfaction partially and simultaneously. It is highly essential for Topremit application PT. Top Remit in Medan to improve the variables of system capability, user guidance, and learnability because of the significance influence towards the dependent variable. On the other hand, perceived ease of use and perceived usefulness variables can be maintained due to its insignificance.

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