A model of consumers' continued intention of using e-wallet in Indonesia
The development of e-wallets in Indonesia has been slow due to low trust in transaction security, limited merchant acceptance of e-wallet payments and transaction costs. Although the Indonesian government is promoting a shift from cash to cashless payments, studies are needed to identify the factors...
| मुख्य लेखक: | |
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| स्वरूप: | थीसिस |
| भाषा: | अंग्रेज़ी अंग्रेज़ी |
| प्रकाशित: |
2025
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| विषय: | |
| ऑनलाइन पहुंच: | https://etd.uum.edu.my/11717/1/depositpermission.pdf https://etd.uum.edu.my/11717/2/s902475_01.pdf |
| सारांश: | The development of e-wallets in Indonesia has been slow due to low trust in transaction security, limited merchant acceptance of e-wallet payments and transaction costs. Although the Indonesian government is promoting a shift from cash to cashless payments, studies are needed to identify the factors that encourage continued e-wallet use. This study aims to determine whether the continued intention to use e-wallets will result in a shift from cash to cashless payments. It also examines whether trust is a key factor influencing continued e-wallet use. Increased trust is achieved through promotional campaigns, facilitating merchants' provision of e-wallet devices, and offering various incentives. This study adopts the Expectation-Confirmation Model (ECM) as a foundational model to investigate the factors influencing the intention to continue using e-wallets. This model integrates several constructs, such as trust, wide acceptance, incentives, perceived security, and habits, which are deemed to increase the use of e-wallets. This study uses a quantitative-positivist approach, with data analysed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to validate the proposed model. Overall, the model shows a good fit with the data collected. The findings reveal that trust and satisfaction are significant predictors of the intention to continue using e-wallets. Interestingly, perceived usefulness is not a dominant factor, likely due to varying levels of user experience among respondents, with some lacking prior exposure to e-wallet usage. The continued intention to use ewallets can shape people's habits to transact using the e-wallet. Theoretically, this study contributes to the continuance of e-wallet usage by highlighting the importance of enhancing public satisfaction and trust, which, in turn, fosters habitual usage. Practically, this study provides valuable insights for e-wallet providers into key factors that can increase the use of e-wallets in the future. Additionally, this study supports government initiatives towards a cashless society |
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