The Effects of Perceived Ease of Use and Security on User Satisfaction and Loyalty of DANA E-Wallet Users in Pontianak City

Electronic Journal of Education, Social Economics and Technology Vol. 6, No. 2, (2025), pp. 1~11, Article ID: 1172 ISSN 2723-6250 (online) DOI: https://doi.org/10.33122/ejeset.v6i2.1172 Research Article The Effects of Perceived Ease of Use and Security on User Satisfaction and Loyalty of DANA E-Wallet Users in Pontianak City Nur Syaripah Aini*, Neni Triana M Faculty of Economics and Business, Universitas Muhammadiyah Pontianak, Pontianak, Indonesia, 78124 *Corresponding Author: | Phone: +6288804193292 ABSTRACT This study aims to analyze the influence of Perceived Ease of Use and Security on User Satisfaction and User Loyalty among DANA e-wallet users in Pontianak City. The research employs a quantitative associative approach using primary data collected from 100 respondents selected through purposive sampling and proportionally distributed across six districts. The instrument was measured using a five-point Likert scale, while data analysis was conducted using SEMPLS with SmartPLS software. The evaluation of the measurement model indicates that all constructs meet the criteria for validity and reliability (with CR and AVE values exceeding the minimum thresholds). In the structural model, Security is proven to have a positive and significant effect on both satisfaction and loyalty, and satisfaction also has a significant effect on loyalty. In contrast, Perceived Ease of Use does not have a significant effect on satisfaction but is found to have a negative and significant effect on loyalty. This finding constitutes the main scientific contribution of the study, as it demonstrates that within a highly competitive e-wallet market, ease of use may function as a hygiene factor— being easy to use does not automatically foster loyalty and may even encourage switching behavior when users are more sensitive to promotions, features, or other perceived benefits. The mediation analysis shows that satisfaction mediates the effect of Security on loyalty but does not mediate the relationship between Perceived Ease of Use and loyalty. From a practical perspective, DANA should prioritize strengthening security, privacy protection, and fraud prevention as the foundation for building long-term satisfaction and loyalty, while selectively enhancing the user experience in core transaction processes. Future research is recommended to incorporate variables such as trust, perceived value, service quality, and switching intention to better explain the mechanisms underlying loyalty formation in digital payment services. Keywords: Perceived Ease of Use. Security, User Satisfaction, User Loyalty 1. INTRODUCTION The rapid expansion of digital technology has fundamentally altered the structure of financial systems and the way individuals interact with economic services. Beyond improving efficiency and accessibility, digital transformation has redefined how financial transactions are conducted, monitored, and evaluated by users. Within this transformation, digital payment systems particularly electronic wallets (e-wallets) have emerged as a central component of everyday financial activity. Octaviani et al. (2024) describe e-wallets as a modern financial innovation that facilitates electronic transactions such as payments, fund transfers, and digital savings. Likewise, Marhaendra & Mahyuzar (2023) explain that electronic money stores monetary value digitally and enables transactions with a broad network of merchants, reducing reliance on physical cash. However, the widespread diffusion of e-wallets also raises critical questions regarding user trust, system reliability, and long-term adoption sustainability. The development of Financial Technology (FinTech) has significantly accelerated the adoption of digital payment instruments in Indonesia. One of the most prominent platforms within this landscape is DANA, an e-wallet developed by PT Elang Mahkota Teknologi Tbk (EMTEK) in collaboration with Ant Financial since 2018. Data from Bank Indonesia (2025) show that electronic money transactions reached IDR 245.62 trillion in December 2024, representing a 12.02% increase from the previous month. While these figures reflect a strong shift toward cashless transactions, they also suggest growing dependence on digital platforms whose performance and security are continuously tested by increasing transaction volumes and user diversity. Thus, transaction growth alone does not necessarily indicate user satisfaction or loyalty, but rather highlights the urgency of examining the qualitative dimensions of user experience. Page 1 of 11 Aini & Triana M Electronic Journal of Education, Social Economic and Technology, Vol. 6, No. 2, (2025), pp.1~11, Article ID: 1172 Survey data from Populix (2024) further indicate that digital wallets have become the dominant payment method among Indonesian consumers, with GoPay (88%), DANA (83%), OVO (79%), ShopeePay (76%), and LinkAja (30%) ranking as the most frequently used platforms. This pattern has been reinforced by Bank Indonesia’s implementation of QRIS, which enhances interoperability across payment providers. Nevertheless, intensified competition among e-wallet platforms has shifted user behavior toward greater selectivity. Users are no longer bound to a single platform and can easily switch services when expectations regarding convenience, security, or perceived value are not met. Consequently, user loyalty in the e-wallet ecosystem has become increasingly fragile and conditional. From the user perspective, perceived ease of use remains a fundamental determinant in shaping acceptance and continued usage of digital financial services. Alifia et al. (2024) argue that ease of use reflects users’ perceptions of whether a technology can be operated without excessive effort, thereby reducing cognitive and operational burdens. This view aligns with Jogiyanto (2011) in Abrilia & Sudarwanto (2020), who define perceived ease of use as the belief that a system can be utilized effectively with minimal effort. Sun & Zhang (2015) in Alifia et al. (2024) further emphasize that ease of use encompasses the ability to learn the system quickly, operate it smoothly, understand its features clearly, and develop proficiency over time. However, as e-wallet applications become more complex and feature-rich, perceived ease of use may decline, particularly among users in non-metropolitan areas who face different technological literacy levels. Alongside usability, security concerns have become increasingly salient in the digital payment environment. Tuasamu et al. (2024) highlight that security is a critical component of information systems, as cybercrime risks can severely undermine user confidence. G. J. Simons (2015) in Tuasamu et al. (2024) notes that security mechanisms are designed to prevent and detect fraud related to data and transactions. Kumala (2020) in Widiastuti et al. (2024) further explains that digital security aims to reduce transaction risks to an acceptable threshold, whi (...truncated)