JTUS, Vol. 02, No. 2 February 2024 84

JTUS, Vol. 02, No. 2 February 2024

E-ISSN: 2984-7435, P-ISSN: 2984-7427

THE INFLUENCE OF PAYMENT GATEWAYS AND EASE OF SHOPPING ON

CUSTOMER SATISFACTION AT THE UP2BEAT MARKETPLACE

shopping platforms is increasing. The existence of the internet is one of the technological

advances that we really enjoy (Satrio, 2021). The internet, which started in Indonesia in 1994 and

continues to this day, can reduce consumer search costs and can provide more information in the

end because it can be accessed anytime and anywhere, because of the various benefits offered

by e-commerce, e-commerce websites have become a necessity for companies that have

developed to continue to grow (Edison & Kurnianingsih, 2021). Many companies use digital

marketing as the main strategy to introduce their goods and services to potential customers.

Digital marketing uses the internet to disseminate information about goods or services in an

interesting and relevant way through various online platforms such as e-commerce (Fadhli &

Pratiwi, 2021). E-commerce can be used as a web to conduct business transactions (Rabbani,

consumers to better understand the components that influence customer behavior and

Up2beat is one such online shopping platform. However, to continue increasing its market

share, Up2beat must better understand the factors that influence payment gateway usage.

Payment gateways are an important part of the online transaction process, and if they function

properly, they can increase customer convenience and trust when shopping online (Lestari et al.,

2020). This very rapid technological advancement makes transactions easier, especially retail

payment systems due to the emergence of payment gateways called electronic money (Mulyadi,

2023). On the other hand, the payment gateway can also be said to be a digital payment, where

digital payments change the way people transact with non-cash payments, which are much safer

and more useful (Kurniawan et al., 2023). Payments made using electronic payment instruments

by utilizing digital data, there are several dimensions of digital payment, namely efficiency, service

interpreted that the level at which a person believes that using technology will make them not

have to do much. Ease can also be said to be a level at which a person considers that the

application of technology will be free from effort, Hartono (Furi et al., 2020). The convenience

factor also affects customer satisfaction (Bondan Santosa, 2021). According to Adryanto Furi et al.,

(2020) several elements of convenience, namely 1) The system can be used according to consumer

wishes easily. 2) Interactions between people and the system are clear and easy to understand, 3)

It doesn't require a lot of effort to interact with the system. Ease of use has an impact on customer

satisfaction, namely the easier it is to shop, the higher the customer satisfaction in shopping

(Perdana, 2019). According to Basalamah et al., (2022) Indicators that show how easy it is to use

information technology are as follows: 1) Information technology is easy to learn and use. 2)

dynamic (Setiawan et al., 2019). Consumer satisfaction is a person's feeling of happiness or

disappointment that stems from the consideration between his impression of the ability or result

of a product and the expectations he has about it (Cesariana et al., 2022).

Kotler and Armstrong Sumartini & Tias, (2019) say that:

"Customer satisfaction is the extent to which a product's perceived performance matches

dissatisfied. If performance matches expectations, the customer is satisfied. If performance

exceeds expectations, the customer ih highly satisfied or delighted ".

According to some of the definitions above, consumer satisfaction can explain that the level

of a person's feelings when they get the product or service offered and compare the performance

of the product or service with consumer expectations. According to Tjiptono and Chandra

Sumartini & Tias, (2019) customer satisfaction must consider four main factors when evaluating

customer satisfaction, namely: a. product quality, b. service quality, c. emotional, d. price, and e.

cost. Meanwhile, the indicators of customer satisfaction itself are reliability, responsiveness,

confidence, empathy, and tangibility.

Based on the description above, the focus of the research is customer satisfaction and ease

The concept above shows that the influence of consumer satisfaction on payment gateways

and ease of shopping is very significant. One of the ways used by UP2BEAT to increase customer

satisfaction is to use a payment gateway where there are elements of transaction speed,

transaction success rate, security level, ease of use, reliability. While the ease of shopping can be

METHODS

The method to be used in this research is quantitative with the approach of survey and

quantitative data about attitudes, opinions, behaviors, or other characteristics of the target

population. Survey methods can be conducted in various ways, such as observation,

questionnaires, or interviews. The research population is UP2BEAT consumers totaling 250

customers. Data were taken using the questionnaire method, then analyzed using multiple linear

regression and assisted by SPSS (Hadi Ismanto & Pebruary, 2021).

RESULTS AND DISCUSSION

Up2beat is an online fashion center committed to providing high-quality clothing that is in

line with the latest fashion trends. Up2beat meets the fashion needs of all people. A variety of

demographics, education demographics and occupational demographics, the analysis is as

follows:

in the age range 20 - ≤ 25, 29.1% are 25 - ≤ 30 years, 25.5% are 30 - ≤ 35 years, and 27.3% are >

35 years, meaning that the majority of Up2beat consumers are > 35 years old.

Table 3 Education Demographics

From table 2 above, we can see that the r_count value in the correlation coefficient column

for each question has an r_count value greater than the r_table, which is 0.1593 with a sample size

of 152 respondents (n = 152) and alpha 0.05. So it can be concluded that the variable X

(payment

gateway), variable X

2

and can be used for the next stage.

classical assumptions is if the sig value> 0.05, it is said that the data is normally distributed, and if

sig <0.05, it is said that the data is not normally distributed. The test results are as follows:

Table 7 Multicollinearity test

Unstandardized

Lower

Bound

Multicollinearity is one of the classic assumption tests in regression analysis. It occurs when

two or more independent variables in a regression model are significantly correlated. This can

cause problems in understanding the regression coefficients and cause parameter estimates to

used method to test for multicollinearity. A VIF value greater than 10 or a tolerance less than 0.1

usually indicates the presence of significant multicollinearity.

It is known from the SPSS test results, as for the basis for taking the multicollinearity test is

if the tolerance value> 0.10 then there is no multicollinearity, and if the tolerance value < 10.00

then there is multicollinearity, based on the results of the SPSS output test carried out, the

tolerance value of the payment gateway is 0.356 and the ease of shopping is 0.356, which indicates

that the tolerance value is> 0.10 and < 10.00, meaning that there is no multicollinearity.

One of the classic assumptions in regression analysis is heteroscedasticity, which means that

there is an imbalance in the variance of the dependent variable across the values of the

independent variables. If this occurs, the variance of the dependent variable may change

systematically according to changes in the values of the independent variables.