The Impact of Customer Experience, Ease of Use, and Trust on the Use Adoption of E-Wallet Funds in Jakarta

This study aimed to determine the impact of Customer Experience, Ease of Use, and Trust on the Adoption of the Use of DANA E-wallet in Jakarta. This research was conducted using a data collection method with a questionnaire of 100 active consumer respondents using the DANA e-wallet. Samples were taken using the contour formula. Testing the data quality in this study used a data validity test, namely the validity test and reliability test. Data were analyzed using multiple regression analysis and simple regression analysis. The results of this study indicate that customer experience, ease of use, and trust as a whole/simultaneously influence the adoption of use; the significance value of customer experience evidence this (0,000 <0,05), ease of use (0.000 <0.05), trust (0.009 <0.05), Therefore, customer experience, ease of use, and trust are dominant in adopting use.


Introduction
One form of payment instrument in the financial technology (fintech) industry is a digital wallet (e-wallet) (Ramdhani et al., 2020;Alamanda et al., 2022).This e-wallet can be interpreted as a digital wallet or can be called electronic money to facilitate transactions in non-cash payments (cashless) to replace cash payments, more effectively, ready to use, easy, fast, and safe (Nabila et al., 2018;Syifa & Tohang, 2020;Maulida et al., 2021).In big cities, especially Jakarta, this service is commonly used by many people.One of the main reasons consumers use e-wallets is because they are practical.Consumers do not need to prepare cash anymore when making transactions; using a smartphone can make transactions smooth (Saputra et al., 2019).Based on the Table 1, for the last five years of data from Bank Indonesia processed by researchers, in 2020, the amount of electronic money was 432,281,380 until 2021 in October; there was a continuous increase of 544,192,781.This increase in electronic money transactions was due to the increasing number of digital wallets launched by the fintech industry which is currently widely used by people in Indonesia.With the development of the fintech business in Indonesia, various digital payments with electronic money continue to increase, along with the emergence of various startup companies engaged in the digital financial sector.
The rapid development of fintech allows for competition in the advantages of fintech technology in Indonesia (Akyuwen et al., 2022).One of the digital wallets, namely DANA, as a DANA digital wallet, provides superior features in the form of saving bank cards that allow users to store debit and credit cards conveniently (Safira et al., 2019).This feature is unavailable in other com peting fintech applications such as OVO or Go-Pay.The advantages offered by a technology allow users to consider several factors in using this technology.Transactions include payments at offline outlets, e-commerce, e-ticket payments, and other payments.The many benefits offered by the DANA e-wallet have resulted in a broader range of users among the public.The DANA application can be used by all groups, from the upper class to the lower middle class can also use this service.Thus, middle to lower-class people feels that this application's use could be more optimal due to a lack of understanding of the features available.Therefore, there needs to be socialization so that people can maximize information and learn how to use this application (Anggraeni, 2019).
Figure 1.List of the Largest Digital Wallets in Indonesia (Katadata, 2019) According to data from Bank Indonesia (BI), 38 digital wallets or e-wallets have official permits.
Research by iPrice and App Annie explains that Gojek is the digital wallet with the most monthly active users in Indonesia since the fourth quarter of 2017; OVO has achieved impressive results.In the second quarter of 2019, LinkAja's position was successfully shifted by a newcomer, namely DANA, which managed to occupy third place.
DANA e-wallet is a newcomer to Indonesia.Being a newcomer is not easy, DANA has to be innovative to differentiate from other e-wallets.In this innovation, DANA adopts world-class technology developed by local programmers.Namely young people with global capabilities.With this, the DANA digital wallet is ready to be used by various departments to support partly increased productivity and efficiency, DANA launched the DANA Protection Plan, which is a guarantee of 100% protection, providing convenience and security for DANA e-wallet users.In addition, premium users can take advantage of this feature so that people have more confidence in using the DANA digital wallet (Himawati, 2021).

Customer Experience
According to Wardhana (2016) customer experience is customer response internally and subjectively as a result of direct or indirect interaction with the company.It usually occurs in purchases and services (Novani et al., 2022).Customer experience is two combinations of physical and emotional elements that a company applies (Alamanda et al., 2021).These two elements can influence the consumer's assessment of every contact between the customer and the company.

Ease of Use
According to Ayuningrum & Idris (2016) convenience is what everyone is always interested in to achieve their goals with the hope that this can be done quickly and smoothly.It is one of the consumer balances when choosing to transact online or conventionally, such as which is done in general.Meanwhile, Zuhro. et al. (2021) explains that convenience is defined as consumers who believe using technology will be free of effort.
According to Agustiningrum & Andjarwati (2021), ease of use can affect a person's trust if the information system is easy to operate and understand.This ease of use can be one of the essential values for determining usage decisions because consumers are more comfortable using a more accessible and practical system (Susilawati et al., 2022).Meanwhile, according to Romadloniyah & Prayitno (2018) perceived ease of use is a belief about the decision-making process.If someone feels confident that an information system is easy to use, he will use it.

Trust
Trust is an important factor for customers when making online or offline transactions.According to Pasharibu et al. (2018), customer trust is a person's willingness to depend on someone who has been trusted.Trust is also based on a mental condition with a situation and a person's social context.Meanwhile, Pasharibu et al. (2018) explain that trust is a person's belief that the information obtained is correct, precise, and reliable).
According Sari et al. (2019) revealed that "trust is a significant aspect of many economic transactions because of the deeply human need to understand their social environment, such as identifying what, when, why, and how other people behave.Meanwhile, according to Diza et al. (2016), trust is an awareness and feeling that consumers have to trust a product and service provider as a tool to establish long-term relationships with consumers.

Use Adoption
Amelia (2017) explains that adoption is defined as acceptance and willingness to continue using a product.The adoption stage involves knowledge, persuasion, decision, implementation, and confirmation.Meanwhile, Amelia (2017) it is explained that the adoption process follows the stages of the AIETA approach through the traditional approach, namely awareness, interest, evaluation, trial, and adoption.
Prospective adopters go through certain stages before deciding whether to accept (adopt) or reject.Wu et al. (2019) establishes a decision-making process through individual or other decision-making in terms of knowledge to form attitudes towards innovation, form acceptance decisions or rejection, giving rise to thoughts of adoption, and confirmation of decisions already made.
Adoption is widely used by several researchers as the primary variable and is proven to be able to provide an overview of the primary basis for generalizing the adoption of an innovation (Ramadhan., 2019).In looking at a motive from one's actions in learning a technology it is known with adoption theory, adoption theory refers to a process, event or situation to own or get something temporarily or permanently (Ramadhan., 2019).According to Suhaeni.( 2019) adoption intention is a consequence of the sum of variables which ends in intention indicating that consumers are willing to take specific actions.

Methodology of Research
The research method used is quantitative research methodology using data validity test analysis, classical assumption test, simple linear regression analysis, and multiple linear regression analysis using SPSS.This research uses primary and secondary data sources.Primary data in this study were obtained directly using online questionnaires and distributed via WhatsApp, Line, Instagram, and Facebook.In contrast, secondary data is obtained by citing data and information from various sources relevant to this research, such as journals, books, websites, and articles that can be accessed via the internet.The population in this study were active DANA e-wallet consumers who made transactions at least three times in the last three months in Jakarta with a sampling technique using non-probability sampling with purposive sampling.

Result and Discussion
Based on Table 2, the percentage of profiles with a total of 100 respondents was obtained in terms of gender, age, last education, employment status, monthly income, time of using DANA e-wallet, reasons for using DANA e-wallet, using DANA e-wallet in one month, type of transaction, and interest in using the DANA e-wallet.Based on Table 5 which obtains a tolerance value greater than 0.10 and a VIF value less than 0.10 that it can be said that multicollinearity does not occur.

Table 5. Multicollinearity Test
Based on the Figure 3, it can be seen that it gives an image that forms an unclear pattern, and the dots spread randomly on the surface.Then the results can be identified that there is no heteroscedasticity in the regression model.6.Based on the table above, the following equation can be formed: Y= 0.446 + 0.564X1 + 0.273X2 + 0.354X3 Based on the Table 7, it can be seen that a value (constant) is 0.751, and the Customer Experience value (X1) is 0.982.Based on the constants and coefficients, the regression equation will be obtained: Y= 0.751+0.982X1.Based on the table above, it can be seen that the value of a (constant) is 35,945, and the value of Ease of Use (X2) is 0,829.Based on the constants and coefficients, the regression equation will be obtained: Y= 35.945+0.829X2(Table 8).Based on the table above, it can be seen that the value of a (constant) is 1,427, and the Trust value (X3) is 1,198.Based on the constants and coefficients, the regression equation will be obtained: Y= 1.427+1.198X3(Table 9).

Discussion
Influence of Customer Experience, Ease of Use, and Trust toward Use Adoption Customer experience, Ease of Use, and Trust in Usage Adoption have a significant influence with a significant probability of 0.000 <0.05, and it can be seen from the SPSS calculation results that 80.5% and the rest are influenced by other variables not examined.After conducting simultaneous hypothesis testing (Test F) it shows that the magnitude of F stat > F table is 132,116 > 2.70, which means that there is an influence of customer experience, ease of use, and trust on the adoption of use.While the magnitude of the influence between Customer Experience, Ease of Use, and Trust on the Use Adoption has the following similarities: Y = 0.446 + 0.564X1 + 0.273X2 + 0.354X3 From this equation, it can be seen that Customer Experience, Ease of Use, and Trust positively influence Usage Adoption.The better the Customer Experience, Ease of Use, and Trust, the higher the Use Adoption.

Influence of Customer Experience toward Use Adoption
The Customer Experience has a significant influence on Usage Adoption with a significant probability of 0.000 <0.05 and it can be seen from the SPSS calculation results that 70% and the rest are influenced by other variables not examined.After conducting a simultaneous hypothesis test (T test) it shows that the amount of T stat > T table is 5,147 > 1,984, which means that there is an influence between Customer Experience and Usage Adoption.While the magnitude of the influence of Customer Experience on the Use Adoption has the following similarities: Y = 0.751+0.982X1From these equations, it can be seen that Customer Experience positively influences Use Adoption, which means the better the Customer Experience, the higher the Use Adoption.
Influence of Ease of Use toward Use Adoption The variable of Ease of Use-on-Use Adoption has a significant influence with a probability of 0.000 <0.05.It can be seen from the results of the SPSS calculation that it is 55.1% and the rest is influenced by other variables not examined.After conducting a simultaneous hypothesis test (T test) it shows that the amount of T stat > T table is 3,863> 1,984, which means that there is an influence between Ease of Use and Use Adoption.While the magnitude of the influence between the Ease of Use on the adoption of use has the following similarities: Y= 35.945+0.829X2 From these equations, it can be seen that Ease of Use positively influences the Use Adoption, which means the better the Ease of Use, the higher the Use Adoption.

Influence of Trust on Use Adoption
The Trust variable on adoption has a significant influence with a significant probability of 0.000 <0.05, and it can be seen from the results of the SPSS calculation that it is 68.5% and the rest is influenced by other variables not examined.After conducting a simultaneous hypothesis test (T test) it shows that the amount of T stat > T table is 2,676> 1,984, which means that there is an influence between Trust and Usage Adoption.Meanwhile, the magnitude of the influence between Trust and Use Adoption has the following similarities: Y= 1.427+1.198X3 From this equation, it can be seen that Trust has a positive influence on Use Adoption, which means the better the Trust, the higher the Use Adoption.

Conclusion
Based on the results of research and data processing that the authors conducted on active consumers of DANA users in Jakarta.The influence of customer experience, ease of use, and trust have a significant positive effect on adoption with a significant probability of 0.000 <0.05 and has an effect of 0.805 (80.5%), and the rest is influenced by other variables not examined.The influence of customer experience has a significant positive effect on adoption with a significant probability of 0.000 <0.05 and an effect of 0.700 (70%).The rest is

Table 1 .
Amount of Circulating Electronic Money (Bank of Indonesia, 2022)

Table 2 .
Profile of Respondent Validity and Reliability TestBased on the test results and a significance level of 5% (r table 0.196) is declared valid if all questions r stat must exceed 0.196 (Table3).And based on reliability test, the Cronbach's Alpha value is 0.921>0.6meansalldataare reliable.Based on Table4, probability: if the probability value is > 0.05, then Ha is accepted, and if the probability value < 0.05, Ho is rejected.From the results of the table above, it can be seen that the Asymp.Sig.(2-tailed) of 0.172.From these results, it can be concluded that 0.172 > 0.05, so it can be said that the residual data is normally distributed.

Table 6 .
Multiple Regression Test

Table 7 .
Customer Experience toward Use Adoption

Table 9 .
Trust toward Use Adoption