TY - GEN
T1 - The impact of expectation confirmation, technology compatibility, and customer's acceptance on e-wallet continuance intention
AU - Puspitasari, Ira
AU - Wiambodo, Alvin Nur Raihan
AU - Soeparman, Purbandini
N1 - Publisher Copyright:
© 2021 American Institute of Physics Inc.. All rights reserved.
PY - 2021/2/26
Y1 - 2021/2/26
N2 - The adoption of e-wallet service is on the rise among Indonesian customers. People use e-wallet because it is convenient, more secured, and offers advantages over physical cash. In line with the growth of e-wallet adoption, the number of e-wallet services in Indonesia has increased to more than 50 providers in 2020. This situation leads to a competitive market in e-wallet service. This study examines key factors affecting customer satisfaction and continuance intention to use e-wallet services and applications based on the integration of Diffusion of Innovations (DOI) theory, Technology Acceptance Model (TAM), and Expectation-Confirmation Theory (ECT). The data collected from 663 participants were analyzed based on structural equation modeling partial least square. The results show that confirmation, perceived ease of use, compatibility, and trialability have positive impacts on customer satisfaction, and perceived usefulness, satisfaction, and habit contribute to continuance intention on e-wallet. In addition, customers prioritize security over ease of use when using e-wallet and consider it part of e-wallet usefulness. Based on findings, this study recommends strategies to maintain customer's satisfaction and to increase continuance intention, such as security prioritization on e-wallet, a customized promotion for each customer, application update based on customer's feedbacks, and market expansion to include small and medium enterprises (SMEs).
AB - The adoption of e-wallet service is on the rise among Indonesian customers. People use e-wallet because it is convenient, more secured, and offers advantages over physical cash. In line with the growth of e-wallet adoption, the number of e-wallet services in Indonesia has increased to more than 50 providers in 2020. This situation leads to a competitive market in e-wallet service. This study examines key factors affecting customer satisfaction and continuance intention to use e-wallet services and applications based on the integration of Diffusion of Innovations (DOI) theory, Technology Acceptance Model (TAM), and Expectation-Confirmation Theory (ECT). The data collected from 663 participants were analyzed based on structural equation modeling partial least square. The results show that confirmation, perceived ease of use, compatibility, and trialability have positive impacts on customer satisfaction, and perceived usefulness, satisfaction, and habit contribute to continuance intention on e-wallet. In addition, customers prioritize security over ease of use when using e-wallet and consider it part of e-wallet usefulness. Based on findings, this study recommends strategies to maintain customer's satisfaction and to increase continuance intention, such as security prioritization on e-wallet, a customized promotion for each customer, application update based on customer's feedbacks, and market expansion to include small and medium enterprises (SMEs).
UR - http://www.scopus.com/inward/record.url?scp=85102528207&partnerID=8YFLogxK
U2 - 10.1063/5.0042269
DO - 10.1063/5.0042269
M3 - Conference contribution
AN - SCOPUS:85102528207
T3 - AIP Conference Proceedings
BT - International Conference on Mathematics, Computational Sciences and Statistics 2020
A2 - Alfiniyah, Cicik
A2 - Fatmawati, null
A2 - Windarto, null
PB - American Institute of Physics Inc.
T2 - International Conference on Mathematics, Computational Sciences and Statistics 2020, ICoMCoS 2020
Y2 - 29 September 2020
ER -
