The goal of this study is to investigate and explain the impact of trust in moderating the influence of perceived utility and perceived ease of use on LinkAja users' choice to use digital wallets. Purposive sampling is a non-probability sampling approach used to determine the sample. A total of 112 participants participated in the study as LinkAja users. The SEM-PLS method was used to examine the data. According to the findings of this study, perceived usefulness has a positive and significant effect on decision to use, perceived ease of use has a positive and significant effect on decision to use, perceived usefulness has a positive and significant effect on trust, perceived ease of use has a positive and significant effect on trust, and trust can mediate the effect of perceived usefulness and perceived ease of use on decision to use.The research findings have practical relevance in that the ease of use variable has the greatest path coefficient among the three factors that impact decision to use, where this can be a reference for LinkAja management in developing strategies to improve decision to use for LinkAja users by designing a system. which can make it easier to use for LinkAja users.
Tujuan penelitian ini adalah untuk memberikan gambaran tentang e-servie quality, utilitarian value, promosi penjualan, kepuasan konsumen, dan niat menggunakan kembali jasa pesan-antar makanan secara online di Kota Denpasar. Populasi penelitian ini adalah konsumen jasa pesan-antar makanan online di Kota Denpasar. Besarnya sampel yang digunakan sebanyak 210 orang dengan metode purposive sampling. Teknik analisis yang digunakan adalah analisis deskriptif. Hasil penelitian menunjukkan bahwa e-service quality dari jasa pesan antar makanan secara online di Kota Denpasar dinilai sudah sangat baik oleh konsumennya. Utilitarian value yang dirasakan konsumen termasuk kategori sangat tinggi, promosi penjualan juga dinilai sangat tinggi, dan kepuasan konsumen adalah sangat tinggi, serta niat menggunakan kembali jasa pesan antar makanan online termasuk kategori sangat tinggi. Oleh karena itu penting bagi penyedia jasa pesan-antar makanan online untuk mempertahankan e-service quality pada kategori sangat baik, utilitarian value, dan promosi penjualannya pada kategori sangat tinggi dalam rangka mempertahankan kepuasan konsumen yang sangat tinggi dan niat menggunakan kembali jasa pesan antar makanan secara online yang sangat tinggi di Kota Denpasar
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