The Influence of Service Features and Security on the Decision to Use Dana E-Wallet Among Generation Z in Surabaya

Sigit Agung Pranoto; Supriyono  Supriyono

doi:10.55927/ijbae.v4i6.470

Authors

Sigit Agung Pranoto Universitas Pembangunan Nasional “Veteran” Jawa Timur
Supriyono Supriyono Universitas Pembangunan Nasional “Veteran” Jawa Timur

DOI:

https://doi.org/10.55927/ijbae.v4i6.470

Keywords:

E-Wallet, Service Features, Security, Usage Decision, Digital Finance

Abstract

This study aims to examine the influence of service and security features on the decision to use the DANA e-wallet among Generation Z in Surabaya, Indonesia. A quantitative approach was employed using a cross-sectional survey of 100 active users aged 17 to 26. Data were collected through a questionnaire and analyzed using the SEM-PLS method with SmartPLS 4. The results show that service and security features significantly affect users’ decisions. Easy-to-use and innovative features, along with reliable security, enhance user trust and satisfaction toward DANA. This study extends the Theory of Planned Behavior by emphasizing that perceived convenience and security can drive e-wallet adoption. Practically, the findings highlight the importance of adopting user-centered digital feature design that considers usability, personalization, and security aspects to improve service quality, strengthen user trust, and promote digital financial inclusion in Indonesia’s growing economy.

References

Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes, 50, 179–211. https://doi.org/10.1016/0749-5978(91)90020-T

Apau, R., Titis, E., & Lallie, H. S. (2025). Towards a Better Understanding of Mobile Banking App Adoption and Use: Integrating Security, Risk, and Trust into UTAUT2. In Computers (Vol. 14, Issue 4). https://doi.org/10.3390/computers14040144

Astuti, D. Y., & Mahmud. (2023). Pengaruh Kemudahan Penggunaan Jurnal Mirai Management dan Promosi Terhadap Keputusan Penggunaan E-Wallet OVO. Jurnal Mirai Management, 8(2), 414–430.

Bank Indonesia, 2019; PPRO, 2025. (2024). Functional hemodynamic monitoring. In Medizinische Klinik - Intensivmedizin und Notfallmedizin (Vol. 119, Issue 8, pp. 614–623). https://doi.org/10.1007/s00063-024-01190-4

Ferdiansyah, M. R., & Nur, D. I. (2023). Factors Affecting Decisions to Use E-Wallet DANA for Students of the Faculty of Economics and Business UPN “Veteran” East Java. Management Studies and Entrepreneurship Journal, 4(6), 7970–7978. http://journal.yrpipku.com/index.php/msej

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Hair, J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).

Jain, P., & Singhal, S. (2020). Digital Wallet Adoption: A Literature Review. International Journal of Management Studies, VI(1), 01. https://doi.org/10.18843/ijms/v6si1/01

Latief, F. F. (2023). Aspek Kemudahan Kegunaan Fitur Layanan dan Cashback Terhadap Keputusan Penggunaan Gopay. Jurnal Manajemen STIE Muhammadiyah Palopo, 9(1), 84. https://doi.org/10.35906/jurman.v9i1.1566

Lazuardy, G. M. (2022). Pengaruh Kemudahan, Kepercayaan, Kualitas Informasi dan Risiko Terhadap Keputusan Penggunaan E-wallet OVO (Studi Kasus Pada Mahasiswa Ekonomi Syariah Angkatan 2019-2021). 1–17.

Pertiwi, T. K., Purwanto, E., Kusuma, I. D., Dewi, S., & Kisdayanti, L. (2022). Impact of Perceived Benefits, Security, and Privacy on Interest in Using E-Wallet in Millennial Generation. International Journal of Multidisciplinary Research and Analysis, 05(05), 1051–1057. https://doi.org/10.47191/ijmra/v5-i5-22

Putrevu, J., & Mertzanis, C. (2023). The adoption of digital payments in emerging economies: challenges and policy responses. Digital Policy, Regulation and Governance, 26(5), 476–500. https://doi.org/10.1108/DPRG-06-2023-0077

Sukmawati, K., & Kowanda, D. (2022). Keputusan Penggunaan E-Wallet Gopay Berdasarkan Pengaruh Keamanan, Persepsi Kemudahan Dan Persepsi Manfaat. Jurnal Ilmiah Multidisiplin, 1(05), 66–72. https://doi.org/10.56127/jukim.v1i05.481

Sutticherchart, J., & Rakthin, S. (2023). Determinants of digital wallet adoption and super app: A review and research model. Management & Marketing, 18(3), 270–289. https://doi.org/10.2478/mmcks-2023-0015

Taffarel Almeyda, I., & Prasetyawati, E. (2024). Consumer Protection for The Hacking of Personal Data of Tokopedia Marketplace Users. Journal Evidence Of Law, 3(2), 93–106. https://doi.org/10.59066/jel.v3i2.680

Winda Prastika, A., & Trisnaningsih, S. (2022). Peran Kompetensi Sumber Daya Manusia Guna Meningkatkan Kualitas Laporan Keuangan. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(4), 1467–1475. https://doi.org/10.47467/alkharaj.v5i3.1771