Analysis of the Application of the UTAUT2 Model in the Adoption of GoPay for Digital Transactions by Millennials and Generation Z in Jakarta, Indonesia

The primary aim of this study is to investigate the factors within the UTAUT2 model that impact the adoption of GoPay e-wallet usage with a focus on user satisfaction. This research employs a quantitative approach, utilizing online questionnaires for data collection. The study involved 189 participants aged 17–40 in Jakarta, Indonesia. Data analysis was carried out using SPSS and PLS-SEM. What sets this research apart from existing studies is the introduction of an intermediary variable, user satisfaction. The findings of the study indicate that user satisfaction has a significant influence on both behavioral intention and use behavior. Conversely, user satisfaction is notably influenced by performance expectancy, perceived trust, hedonic motivation, price value, and habit. However, effort expectancy, social influence, perceived risk, and facilitating conditions do not exhibit a significant impact on user satisfaction