Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features
Increased use of e-wallets in Indonesia has resulted in high competition among providers. Hence, companies must act to retain customers and impose continuous utilization of their services. This study aimed to investigate the determinants of continuous intention to use the preferred e-wallet in Indon...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2022-11-01
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| Series: | Innovative Marketing |
| Subjects: | |
| Online Access: | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/17278/IM_2022_04_Johan.pdf |
| _version_ | 1828335980209242112 |
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| author | Arief Prima Johan Niki Lukviarman Rahmat Eka Putra |
| author_facet | Arief Prima Johan Niki Lukviarman Rahmat Eka Putra |
| author_sort | Arief Prima Johan |
| collection | DOAJ |
| description | Increased use of e-wallets in Indonesia has resulted in high competition among providers. Hence, companies must act to retain customers and impose continuous utilization of their services. This study aimed to investigate the determinants of continuous intention to use the preferred e-wallet in Indonesia. The framework was drawn from the technology continuance theory (TCT) with modifications to fit the e-wallet settings. This study assessed the effect of e-wallet features on continuous intention to use, with attitudes and satisfaction as intervening factors. Data were collected from the general population in Indonesia who uses e-wallets and possesses at least two accounts on different platforms. A total of 948 samples were generated using a web-based self-administrated survey. The data were analyzed using AMOS-SEM by assessing construct validity and reliability, as well as measurement and structural models. The analysis confirms the effect of attitudes and satisfaction on continuous intention. The findings also highlighted the positive impact of service compatibility and merchant networks on attitudes and satisfaction and the positive impact of perceived security toward satisfaction. Unexpected results revealed a strong and direct impact of value of reward programs and merchant networks toward continuance intentions. This study concludes that the modifications of TCT into the e-wallet settings can predict users’ post-adoption behavior.
AcknowledgmentThis study is fully funded by the Directorate General of Higher Education of Indonesia with grant number 104/E4.1/AK.04.PT/2021; LPPM: T/37/UN.16.17/PT.01.03/PD UPT- Soshum/2021. |
| first_indexed | 2024-04-13T21:54:33Z |
| format | Article |
| id | doaj.art-5fbdc4457695433e9140a7edcc43f4fe |
| institution | Directory Open Access Journal |
| issn | 1814-2427 1816-6326 |
| language | English |
| last_indexed | 2024-04-13T21:54:33Z |
| publishDate | 2022-11-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Innovative Marketing |
| spelling | doaj.art-5fbdc4457695433e9140a7edcc43f4fe2022-12-22T02:28:18ZengLLC "CPC "Business Perspectives"Innovative Marketing1814-24271816-63262022-11-01184748510.21511/im.18(4).2022.0717278Continuous intention to use e-wallets in Indonesia: The impact of e-wallets featuresArief Prima Johan0https://orcid.org/0000-0002-4026-2094Niki Lukviarman1https://orcid.org/0000-0003-1430-6601Rahmat Eka Putra2https://orcid.org/0000-0003-0745-4462Master of Science in Management, Assistant Professor, Management Department, Andalas UniversityProfessor, DBA, MBA, Professor of Corporate Governance, Department of Accounting, Andalas University, PadangMaster of Science in Management, Lecturer, Business Administration Department, Padang State PolytechnicIncreased use of e-wallets in Indonesia has resulted in high competition among providers. Hence, companies must act to retain customers and impose continuous utilization of their services. This study aimed to investigate the determinants of continuous intention to use the preferred e-wallet in Indonesia. The framework was drawn from the technology continuance theory (TCT) with modifications to fit the e-wallet settings. This study assessed the effect of e-wallet features on continuous intention to use, with attitudes and satisfaction as intervening factors. Data were collected from the general population in Indonesia who uses e-wallets and possesses at least two accounts on different platforms. A total of 948 samples were generated using a web-based self-administrated survey. The data were analyzed using AMOS-SEM by assessing construct validity and reliability, as well as measurement and structural models. The analysis confirms the effect of attitudes and satisfaction on continuous intention. The findings also highlighted the positive impact of service compatibility and merchant networks on attitudes and satisfaction and the positive impact of perceived security toward satisfaction. Unexpected results revealed a strong and direct impact of value of reward programs and merchant networks toward continuance intentions. This study concludes that the modifications of TCT into the e-wallet settings can predict users’ post-adoption behavior. AcknowledgmentThis study is fully funded by the Directorate General of Higher Education of Indonesia with grant number 104/E4.1/AK.04.PT/2021; LPPM: T/37/UN.16.17/PT.01.03/PD UPT- Soshum/2021.https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/17278/IM_2022_04_Johan.pdfmerchant networksservice compatibilitytechnology continuance theoryvalue of a reward program |
| spellingShingle | Arief Prima Johan Niki Lukviarman Rahmat Eka Putra Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features Innovative Marketing merchant networks service compatibility technology continuance theory value of a reward program |
| title | Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features |
| title_full | Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features |
| title_fullStr | Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features |
| title_full_unstemmed | Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features |
| title_short | Continuous intention to use e-wallets in Indonesia: The impact of e-wallets features |
| title_sort | continuous intention to use e wallets in indonesia the impact of e wallets features |
| topic | merchant networks service compatibility technology continuance theory value of a reward program |
| url | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/17278/IM_2022_04_Johan.pdf |
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