Continuance Intention on Using E-Payment in Hotel Business

. This study aims to analyze the continuance intention of using e-payment technology in the hotel business, focusing on sustainable usage. The research adopts a quantitative approach and includes 207 respondents who actively use e-payment technology. Random sampling is employed to ensure a representative sample. Data analysis is conducted using the SmartPLS application. The findings indicate a significant relationship between the desire and interest in using e-payment technology (continuance intention) and the sustainable utilization of e-payment technology. These results contribute to the understanding of the factors influencing the ongoing adoption and usage of e-payment solutions in the hotel industry. By investigating continuance intention and emphasizing sustainability, this research provides insights for industry stakeholders to implement and promote the long-term use of e-payments in payment transactions. Ultimately, this research contributes to the existing knowledge by shedding light on the importance of continuance intention and sustainability in the context of e-payment usage in the hotel business, offering opportunities for improved business operations and enhanced customer experiences in the evolving digital landscape.


Introduction
Electronic payment method or "e-payment" refers to a situation where most transactions are carried out without the use of cash [1]. 1 E-payment itself is the latest payment method that has been widely used.All of electronic payment method in Indonesia registered in Bank Indonesia as the leading Bank.According to data from Bank Indonesia, the trend of e-payment transactions has surged in the 2017-2018 period.Bank Indonesia noted that as of May 2019, there were 51 electronic money operators in Indonesia.As a form of support for the use of e-payment, on August 14, 2014, Bank Indonesia (BI) launched the National Non-Cash 2 Movement (GNNT).This movement plays an important role in maintaining the popularity of electronic payments or e-payments in Indonesia [2].Epayment is also an electronic payment transaction between the buyer and seller business people using a savings account through the internet network or electronic network [3].The use of E-payment makes it easy for customers to make transactions with various types of payment methods such as using debit cards, credit cards, and several cashless payment applications such as Go-Pay, Shopee Pay, OVO, QRis, DANA, Sakuku and Apple Pay.E-payment provides several kinds of offers such as discounts and cashback that can attract the attention of consumers which will have an impact on continuous use.
But even though technology is starting to develop, there are still many people who are not used to it and are not ready to accept technological developments.Each user's attitude influences how they utilize technology.In terms of the perceived convenience of using technology to make payments, user behavior is centered on the perception of technological advances.The measurement of perceived simplicity of use is a salutation to one concept in TAM.Extensive research on TAM & PEOU has led to the conclusion that perceived utility and perceived ease of use only indirectly influence acceptance of a technological application via perceived usefulness [4,5].Numerous technological readiness evaluations have been performed.Individual technology readiness characteristics influence user perception [6], according to a study of 810 financial services provider employees.Concerning E-Payment, there is a paucity of research on Technology Readiness, Perceived Ease of Use, and its effect on sustainable use intentions.
This study aims to empirically demonstrate that Technology Readiness on payment type influences Perceived Ease of Use and increases consumers' intent to continue using e-payment, thereby facilitating business transactions in hotels.

E-payment
The e-payment system is a cashless method of payment that employs electronic currency or e-wallets.With the aim, it can make it easier for consumers when making payment transactions or transfer systems.Currently in Indonesia, there are still fewer E-wallet users compared to e-money users, because the method of using e-money is considered easier and more flexible [7].Electronic Payment (E-payment) is a transaction activity to business actors, institutions, or public services that is conducted through modern telecommunications or electronic networks [3].E-payment refers to the online transfer of funds between a consumer and a seller.This method permits customers to remotely access and administer their bank accounts and financial transactions [8].E-payment as the latest payment trend is expected to be the most reliable payment instrument for the community, to create efficiency, and help people allocate their money without worry."Any reliable e-Payment system should guarantee privacy, integrity, compatibility, efficiency, acceptability, convenience, mobility, anonymity and low financial risk" [9].Digital payment systems are extensively used for digital application-based transactions and payments because consumers view this method as advantageous [10].Ewallet payment not only offers convenience and speed, but also provides consumers with a sense of comfort and security when conducting transactions anywhere and at any time [11].E-wallets facilitate small-scale transactions that are very simple to execute [12].

Technology acceptance model (TAM)
TAM, one of the concepts used in technology research, marketing, and industrial organizations, was introduced by Davis in 1989 [13].The theory of planned behaviour (TAM) is an extension of the theory of reasoned action (TRA), which posits that people's actions are influenced by their intention to conduct in a particular manner, which is influenced by their personal attitudes and beliefs.These attitudes and beliefs are based on individual thought processes and subjective standards [14].
TAM continuously explains the scale of willingness to use a technology (usage intention) and behaviour, according to empirical studies (behaviour).TAM is considered the most cited and meaningful reference for predicting one's intentions in using technology and has acknowledged more support than other experiential studies [15].TAM describes and predicts consumer acceptance of a technology and explains the behaviour of using technology.Two variables, perceived usefulness and perceived simplicity of use, can influence users' attitude and behaviour toward technology, according to this model [16].The Technology Acceptance Model (TAM) also acknowledges the significance of perceived simplicity of use and perceived benefits of the technology in determining technology acceptance.Perceived efficacy and perceived usability are antecedents of attitudes toward adopting internet banking [17].According to TAM theory, there are numerous benefits, including: The Technology Acceptance Model (TAM) is a behavioural approach with a well-established theoretical foundation that addresses the widespread problem of users' reluctance to utilize information technology systems.Extensive research has been conducted on TAM, with the majority of results supporting its effectiveness.In addition, TAM is a concise and trustworthy model [16].

Perceived ease of use
Individuals' perceptions that operating a specific system requires less effort define perceived simplicity of use [18].If a person believes that technology is simple to use, he will use it; if he believes that technology is difficult to use, he will not use it [19].Ease of use refers to four indicators: simple to learn, simple to use, simple for consumers, and improves skills [20].Perceived of use can be interpreted as the extent to which a particular system is used and whether the system is easy to use or not [21].Per the Technology Acceptance Model (TAM), consumer attitudes and intentions to use technology or systems are dependent on Perceived Usefulness (PU) and Perceived Ease of Use (PEOU) [22].Perceived Ease of Use influences Continuation Intention indirectly through customer satisfaction via mediation variables [15].A high level of usability in technology satisfies consumers and encourages their continued use [15].In contrast, perceived simplicity of use refers to "the extent to which a person believes that utilizing a particular system will be effortless."This is consistent with the definition of "ease" as "freedom from difficulty or great effort."An individual's effort is a limited resource that can be allocated to the many actions for which he or she is responsible [24].Perceived Ease of Use is the extent to which an individual believes a particular technology or system will be simple to use [25].Consumers' intellectual feelings or perception of their effort to understand a new technology or system can be described as perceived ease of use [26].

Technology readiness
An individual's technological preparedness can be defined as their openness to learning and applying new technologies in pursuit of both personal and professional goals [27,28].Technology readiness can be incorporated into the TAM framework [29] to better understand how m-commerce is received by consumers.This model suggests that a consumer's opinion of the usefulness and simplicity of mobile purchasing can be affected by their level of technological preparedness.People with higher innovation scores may give more thought to how their own characteristics play a role in whether or not they use standard data [30].
According to the Technology Acceptance Model (TAM) model, in the discussion of the acceptance of new technology, the intention to continue using (continuance intention) influences the perception of convenience and expediency of user attitudes toward the use of technology systems [13].Perceived Ease of Use (PEOU) is a subjective belief shared by users that by using a technology for a specific purpose, because the user's attitude in accepting technological change is determined based on the benefits of convenience they feel [31].

Continuance intention
Continuance intention describes the variables that explain why a person uses technology for an extended period of time, thus contributing to the continuous use of technology [32].Continuance intention (CI), refers to the user's intention to continue using e-payment [33].Some researchers state that the decision to make a repurchase after making a previous purchase, congruent with continuance intention [34].Perceived ease of use can have a good influence, because the more advanced the technology, new technology will appear so that it will make users a little difficult to use it [35].The researchers concluded that continuance intention can be interpreted as a person's desire to make a repurchase after making a previous purchase transaction and continuance intention (CI) can be interpreted as the intention of subsequent use.
Continuance Intention is the next step of acceptance.A consumer forms their opinion after the first time they use the system.If they feel the usefulness, it will refer to satisfaction with the system service, which gives the customer the impact of wanting to continue using the perceived ease of use system and becoming a readiness for the attitude of its users to choose the continuation decision following the initial acceptance decision [33].Continuance intention is the level of power of an individual's intention to make repeated purchases through a financial mobile application [36].

Research Method
The research data were created to investigate the continuance intention of using e-payment in hotel business.In this study, there are 3 variables.Technology readiness as an independent variable (X), perceived ease of use as a mediating variable (X2) and continuance intention as a dependent variable (Y) or the variable that influenced by the independent variable and the mediation variable.The first variable, namely technology readiness, is adapted based on the theory from Parasuraman, about the readiness of the community to accept [27].The second variable used in the study was perceived ease of use which was adapted through the theory of H. Gunawan, regarding 4 indicators of perceived ease of use, namely easy to learn, easy to use, easy for users and improving skills [20].The last variable used in this study is continuance intention which is adapted from the theory according to A. Bhattacherjee which states that continuance intention refers to the user's desire to continue using e-payment in the future [33].Quantitative methods were used to acquire data from both primary and secondary sources for this study.Examining the relationships between variables is a quantitative technique for verifying objective theories.These variables are measured with instruments, and the resulting data are statistically interpretable [37].Population of this study was hotel's guest who paid with electronic payment.All of the samples collected by using electronic survey.The respondent fill in a google form link with all the closed questionnaires.The sampling technique used Random sampling to select respondents who used e-payment as a research method.Formula for hair was used to collect a sample size [38].
This formula is used because the size of the population is undetermined, and it suggests a minimum sample size of 5 to 10 times the indicator variable.We utilized a total of 12 indicators, four for each variable.The number of indicators multiplied by 10 equals 120 (12 x 10 = 120).According to calculations based on this formulation, the total number of samples obtained was 120.All of the samples collected by using electronic survey.The respondent fill in a google form link with all the closed questionnaires.The analysis technique using the SmartPLS application with 3 measure variables.SmartPLS used to measure the validity of the relationship between the readiness to receive technologists affects the perception of ease of using technology and the continuous use of e-payment technology.E -payment will be my main choice in making payments in the future (CI1) Likert Scale (1-5) I will use e-payment more often as a method of piracy in the future (CI2) I will continue to use epayment in making payments instead of paying with cash.(CI3) I will maximize the use of epayment in the future (C14) Source: Primary data

4.
Result and discussion

Respondent descriptive
The questionnaire that has been distributed has successfully received 120 Respondents who successfully meet the criteria.The result consists of 99 female respondents and 21 male respondents, the majority of respondents aged 20-26 years old, working as students, employee, have a business also not working people and all respondents have used the e-payment as a payment method in the hotel.The indicators used in this study were declared reliable because all of Cronbach's alpha values were 0.6.

Structural model
The next test we using the structural model that used to prove whether the research results correspond to the initial hypothesis made by the researcher.Test the hypothesis using path analysis techniques by looking the T statistic result and p value.If the T statistic result is >1.96 and the p value is < 0.05, the hypotheses are accepted.The test result at the table above conclude that: H1; Accepted.Technology readiness has a positive and significant effect on perceived ease of use.The data in the table shows that the statistical T result is > 1.96, which is 2,784 with a p value / significant 0.005.H2; Accepted.Continuance intention influenced by perceived ease of use, because the hypothesis test results show a statistical T value of 7,236, which is much greater than the statistical T limit of 1.96, and a significance value of < 0.05.H3: Accepted.The results of the hypothesis test state that technology readiness with the mediation of perceived ease of use affects continuance intention with a statistical T value of 2,282 and a significant value of 0.000.
All hypotheses are accepted and show a relationship between technology readiness affecting perceived ease of use, perceived ease of use affecting continuance intention, and technology readiness with perceived ease of use as a mediation variable, affecting continuance intention.

Conclusion
The use of e-payment today has many advantages that can be felt by its users depending on how the community is ready to accept the existence of technology that continues to develop.Technology readiness has a positive and significant influence on perceived ease of use because people will feel that the use of technology can facilitate daily activities, through their readiness to accept technology.This is the same as the research conducted by Saad et al., in the computer science industry [39].Perceived ease of use as an intermediary against continuance intention.In this case, people who are already aware of the ease of using e-payment have the desire to use e-payment on an ongoing basis.They will consider using e-payment as opposed to using cash in the future.
For managerial implication, we suggest that hotel optimizing the skills of handling electronic payment for front-liner employees so they could help guest doing their electronic payment at any time.Also, the hotel synergized with e-payment application companies to provide discount prices, and cashback for guests who pay using the e-payment application, and Providing Rewards to Guests in the form of Hotel Facility Vouchers for Users Who Pay with E-Payment with a Certain Nominal.
Researchers have their limits, so it's hoped that future researchers will be able to refine and finish this work by using factors and adding variables or by conducting research on payments using e-payment to street vendors as an object of research, for instance, so that it can be expanded and sharpened.

Fig1.
Fig1.Research model H1:Technology readiness affects perceived use H2:Perceived ease of use affects continuance intention H3:Technology readiness with the mediation of perceived use affects continuance intention.

Table 2 .
Operational variable X2 (Perceived ease of use)

Table 4 .
Respondent profileMeasurement model aims to assess the instruments that used in this research are valid and reliable.The test used the correlation coefficient and Cronbach' alpha as a measuring instrument.Indicator in the questionnaire valid if the correlation The result from 12 indicators shows that all of indicators are valid cause the result above 0.3.The following is a table of validity test results from this study:

Table 5 .
Validity test result

Table 8 .
Hypothesis test result