Perspective from E-Service Quality Barriers: Important Factors to Avoid to Increase Actual Usage of Transportation Apps in Indonesia

In the midst of the Covid 19 pandemic in Indonesia, forcing everyone to do everything from home. This has become easier due to rapid advances in technology and information. Recently, developments in technology and information have encouraged the development of payment instruments into e-money. The development of e-money in Indonesia itself can be said to be growing rapidly. It has an impact on the competition in the e-money industry which is getting tougher every year. Therefore, it is important for the e-money industry to continue to increase actual usage, in order to remain competitive in the midst of fierce competition in the e-money industry. In this study, respondents collected were 150 users of Go-Pay in Surabaya according to the characteristics of respondents using snowball technique. Based on data analysis is that from six proposed hypotheses, all hypotheses are supported