Integrated Payment and E-Ticketing Driving Gen Z Continuance Intention in Indonesian Concert Marketplaces

Abstract

This research looks at how integrating digital payment systems and e-ticketing affects the likelihood of Gen Z users to keep using concert ticket platforms. It also considers customer satisfaction as a key factor in this process. The study used a method called Partial Least Squares-based Structural Equation Modeling (SEM-PLS) to analyze the data. The findings show that all seven ideas tested were supported. The integration of a digital payment system helps improve customer satisfaction, and the same is true for e-ticketing. Customer satisfaction has a strong influence on the desire of users to continue using these platforms. Both digital payment and e-ticketing integration also directly affect how likely users are to keep using the service. E-ticketing has the biggest impact, suggesting that the usefulness of the main product is key to keeping users engaged. Customer satisfaction plays a partial role in connecting the two factors to user loyalty, showing that loyalty comes from both thinking about the experience and feeling satisfied. For practical use, the study suggests that developers of these platforms should focus on improving the e-ticketing experience, as it seems to be a more important factor in keeping Gen Z users than just payment features.