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The rapid development of technology has led to innovations in various areas, including mobile payments. Mobile payments are one of the innovations in financial technology designed to facilitate online transactions. In Indonesia, there are numerous mobile payment service providers, making competition increasingly fierce. One of the popular e-wallets in Indonesia is ShopeePay, a service created by Shopee. This study aims to analyze the importance and performance levels of various electronic service quality factors and assess user satisfaction with ShopeePay. This research is a survey-based study with a sample of 100 respondents. The analysis was conducted using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) to measure the importance and performance of each ShopeePay service quality factor and the satisfaction of its users. The results show that out of 24 ShopeePay service quality factors, 13 were considered important by respondents. The average importance rating was 4.07, while the average performance rating was 3.94. This results in a harmony between importance and performance of 97%. The Customer Satisfaction Index (CSI) for ShopeePay services in the Banten area was 78.77%, placing it in the "satisfying" category. This study has several limitations, including its focus on the Banten area, a limited and homogeneous respondent group, potential bias from online surveys, and not accounting for external factors or long-term changes in user perceptions of ShopeePay.

With the rapid development of technology and the Internet, more and more people are using electronic payments as a convenient solution for online transactions. The aim of this research is to show and analyze how service quality influences user satisfaction with the DANA electronic payment application. DANA is a platform that supports non-cash payments and mobile payments. This research uses quantitative methods by collecting data through questionnaires distributed to 30 Banten students using DANA. Data analysis was carried out using multiple regression as well as the t test, F test, and coefficient of determination test. The research results show that reliability, guarantee, and responsiveness can have a significant impact on user satisfaction. Overall, reliability, security, and responsiveness also have a significant impact on user satisfaction.

In the digitalization era, mobile payment applications are highly sought after to facilitate financial activities. PLN has innovated by introducing PLN Mobile, which simplifies online electricity bill payments. Despite offering many conveniences, some users feel there are shortcomings and difficulties with this app, potentially affecting its continued usage. This thesis aims to evaluate the factors influencing users' decisions to continue using the application, utilizing a conceptual model that combines Human-Computer Interaction (HCI) and Trust based on research by Kaewkitipong et al. (2022). This model includes seven variables: skill, system quality, information quality, task-technology fit, HCI, trust, and continuance intention. Testing uses the SEM-PLS technique and is processed with SmartPLS 4 using a sample of 384 respondents. The results indicate that HCI and trust significantly influence continuance intention, while system quality, information quality, and task-technology fit significantly influence HCI. These findings provide insights for improving and enhancing the PLN Mobile service to encourage its sustainable use.

This research aimed to analyze the effect of perceived usefulness, perceived ease of use, perceived trust, and perceived risk on the use of mobile payments by Telkom University students. The use of mobile payments is a method that can be used as an alternative to cash, checks, credit cards, and debit cards and can create new opportunities for payment methods. The population in this study was all Telkom University students. The sampling technique used is the probability sampling technique. The sample used was 282 respondents. Data was obtained through the distribution of questionnaires through Google Forms. The analytical method uses multiple linear regression analysis using SPSS version 26 software. The results show that perceived usefulness, perceived ease of use, perceived trust, and perceived risk have a positive effect on the use of mobile payments. The results of this study are expected to provide an overview for digital payment service providers to improve service quality in using mobile payments so that they can maintain user consistency, increase security so the user trust does not decrease, and pay attention to risks that may occurarticle.