DETERMINANTS OF MOBILE WALLET’S USAGE INTENSITY IN BANDUNG: HOW PERCEIVED TRUST MEDIATES THE USER PERCEPTION
Keywords:
User Perception; User Trust; Intensity of Use; Digital Wallet.
Abstract
One of the organizations involved in the fintech DANA hailed the favorable trend of consumers using mobile wallets by utilizing digital services in novel ways, ranging from promotions to partnership with other industries. DANA, the digital wallet, has used a variety of marketing methods to build good user views. It is critical to consider the security of the digital wallet service, since the factor of trust in this study is thought to be a mediator that increases the link between DANA users' views and the intensity with which they use the DANA's mobile wallet. The goal of this study is to focus on user perceptions in order to increase user trust and intensity of usage of the DANA mobile wallet in the future. Explanatory statistics were used in this work, along with the SEM (Structural Equation Modeling) analytic approach, and the data was processed using the SMART PLS 3.2.9 data processing program. With a total of 400 responses, the researcher used incidental sampling as his sample strategy. According to the calculation results, the overall contribution of user perception has a direct impact on user trust. Then, based on the following set of calculations, the contribution of user perception and user trust is calculated, which has a direct impact on the intensity of usage.
References
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Partel, V., Kakarla, S. C., & Ampatzidis, Y. (2019). Development and evaluation of a low-cost and smart technology for precision weed management utilizing artificial intelligence. Computers and electronics in agriculture, 157, 339-350.
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Sumarwan, U. (2015). Perilaku Konsumen Teori Penerapannya Dalam Pemasaran Edisi Kedua. Cetakan Ketiga. Bogor: Penerbit Ghalia Indonesia.
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Teng, S., & Khong, K. W. (2021). Examining actual consumer usage of E-wallet: A case study of big data analytics. Computers in Human Behavior, 121, 106778.
Tjiptono, F. & Chandra, G. (2016). Service, Quality & satisfaction. Yogyakarta: CV Andi Offset.
Verkijika, S. F. (2018). Factors influencing the adoption of mobile commerce applications in Cameroon. Telematics and Informatics, 35(6), 1665-1674.
Wadhe, A. P., & Ghodke, S. (2013). To Study Consumer Awareness and Perception towards Usage of Mobile Banking. IBMRD's Journal of Management & Research, 2(1), 110-123.
Wen, J., Helton, W. S., & Billinghurst, M. (2013). A study of user perception, interface performance, and actual usage of mobile pedestrian navigation aides. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 57(1), 1958-1962.
Witjaksono, R. H. A., Handayani, P. W., Sunarso, F. P., & Hilman, M. (2021, October). Quick Response Code Acceptance on Digital Wallet Mobile Applications in Indonesia. In 2021 International Conference on Advanced Computer Science and Information Systems (ICACSIS) (pp. 1-6). IEEE.
Wulandari, A., Suryawardani, B., & Marcelino, D. (2020). M-WALLET TECHNOLOGY: PERCEPTION AND SATISFACTION OF USERS ON USAGE INTENSITY. Jurnal Aplikasi Manajemen, 18(4), 656-666.
Zulkarnaen, W., Fitriani, I., & Yuningsih, N. (2020). Pengembangan Supply Chain Management Dalam Pengelolaan Distribusi Logistik Pemilu Yang Lebih Tepat Jenis, Tepat Jumlah Dan Tepat Waktu Berbasis Human Resources Competency Development Di KPU Jawa Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(2), 222-243. https://doi.org/10.31955/mea.vol4.iss2.pp222-243.
Arifin, M. Q. N., & Oktavilia, S. (2020). Analysis The Use of Electronic Money in Indonesia. Economics Development Analysis Journal, 9(4), 361-373.
Ashta, A., & Biot‐Paquerot, G. (2018). FinTech evolution: Strategic value management issues in a fast changing industry. Strategic Change, 27(4), 301-311.
Baltrunas, L., Church, K., Karatzoglou, A., & Oliver, N. (2015). Frappe: Understanding the usage and perception of mobile app recommendations in-the-wild. preprint arXiv:1505.03014(1), 1-10.
Błach, J., & Klimontowicz, M. (2021). The Determinants of PayTech’s Success in the Mobile Payment Market—The Case of BLIK. Journal of Risk and Financial Management, 14(9), 422.
Budiarani, V. H., Maulidan, R., Setianto, D. P., & Widayanti, I. (2021). The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia. Journal of Indonesian Economy and Business, 36(1), 61-82.
Chang, W. L., Chen, L. M., & Hashimoto, T. (2021). Cashless Japan: Unlocking Influential Risk on Mobile Payment Service. Information Systems Frontiers, 1-14.
Choi, H., Park, J., Kim, J., & Jung, Y. (2020). Consumer preferences of attributes of mobile payment services in South Korea. Telematics and Informatics, 51, 101397.
Ehrenhard, M., Wijnhoven, F., van den Broek, T., & Stagno, M. Z. (2017). Unlocking how start-ups create business value with mobile applications: Development of an App-enabled Business Innovation Cycle. Technological forecasting and social change, 115, 26-36.
Gilbert, R. J. (2020). Innovation matters: competition policy for the high-technology economy. Cambridge: MIT Press.
Hastiningsih, W. T., & Sari, A. A. (2020, December). Changes in the Culinary Purchasing Behavior via Digital due to the COVID-19 Pandemic. In 6th International Conference on Social and Political Sciences (ICOSAPS 2020) (pp. 521-527). Atlantis Press.
Hawkins, D. I., & Mothersbaugh, D. L. (2016). Consumer behavior: Building marketing strategy. McGraw-Hill Education.
Hayashi, F., & Bradford, T. (2014). Mobile payments: Merchants’ perspectives. Economic review, 99(1), 5-30.
Hidayah, N. A., Kusumaningtyas, R. H., & Zalia, A. A. (2021, September). Analysis of the Effect of Service Quality on Loyalty Behavior of DANA E-Wallet Users Using the E-SQUAL Extended Model. In 2021 9th International Conference on Cyber and IT Service Management (CITSM) (pp. 1-4). IEEE.
Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342-355.
Isrososiawan, S., Hurriyati, R., & Dirgantari, P. D. (2019). User mobile payment behavior using technology acceptance model (TAM): Study of" DANA" E-wallet users. Jurnal Minds: Manajemen Ide Dan Inspirasi, 6(2), 181-192.
Isrososiawan, S., Hurriyati, R., & Dirgantari, P. D. (2019). User mobile payment behavior using technology acceptance model (TAM): Study of" DANA" E-wallet users. Jurnal Minds: Manajemen Ide Dan Inspirasi, 6(2), 181-192.
Kimani, J. (2021). INFLUENCE OF INFORMATION TECHNOLOGY ON THE BANKING SECTOR. Journal of Technology and Systems, 3(1), 48-61.
Kotler, P., & Keller, K. L. (2016). Marketing Management 15 Edition: Global Edition. England: Pearson Education Limited.
Kristianti, M. L., & Pambudi, R. (2017). Analisis Pengaruh Persepsi Kemudahan, Persepsi Kemanfaatan, Persepsi Tingkat Keamanan, dan Fitur Layanan terhadap Penggunaan Mobile Banking pada Mahasiswa di DKI Jakarta. Jurnal Akuntansi, 11(1), 50-67.
Li, K., Zhou, T., & Liu, B. H. (2020). Internet-based intelligent and sustainable manufacturing: Developments and challenges. The International Journal of Advanced Manufacturing Technology, 108, 1767-1791.
Liébana-Cabanillas, F., García-Maroto, I., Muñoz-Leiva, F., & Ramos-de-Luna, I. (2020). Mobile payment adoption in the age of digital transformation: The case of Apple Pay. Sustainability, 12(13), 5443.
Masturoh, S., & Pohan, A. B. (2021). SENTIMENT ANALYSIS AGAINST THE DANA E-WALLET ON GOOGLE PLAY REVIEWS USING THE K-NEAREST NEIGHBOR ALGORITHM. Jurnal Pilar Nusa Mandiri, 17(1), 53-58.
Obschonka, M., & Audretsch, D. B. (2020). Artificial intelligence and big data in entrepreneurship: a new era has begun. Small Business Economics, 55(3), 529-539.
Park, J., Amendah, E., Lee, Y., & Hyun, H. (2019). M‐payment service: Interplay of perceived risk, benefit, and trust in service adoption. Human Factors and Ergonomics in Manufacturing & Service Industries, 29(1), 31-43.
Partel, V., Kakarla, S. C., & Ampatzidis, Y. (2019). Development and evaluation of a low-cost and smart technology for precision weed management utilizing artificial intelligence. Computers and electronics in agriculture, 157, 339-350.
Rizal, S., & Munawir, M. (2017). Pengaruh Kepuasan Nasabah Terhadap Menggunakan Mobile Banking (M-Banking) Pada Bank BCA Cabang Banda Aceh. Jurnal EMT KITA, 1(2), 68-78.
Saputri, A. D., & Pratama, A. R. (2021, February). Identifying User Characteristics of the Top Three E-Wallet Services in Indonesia. In IOP Conference Series: Materials Science and Engineering (Vol. 1077, No. 1, p. 012028). IOP Publishing.
Sari, R. K., Utama, S. P., & Zairina, A. (2021). The Effect of Online Shopping and E-Wallet on Consumer Impulse Buying. APMBA (Asia Pacific Management and Business Application), 9(3), 233-244.
Setiawan, H. (2016). Pengaruh Kualitas Layanan, Persepsi Nilai dan Kepercayaan terhadap Kepuasan dan Loyalitas Pengguna Layanan Mobile Banking. Jurnal keuangan dan perbankan, 20(3), 518-528.
Singh, N., & Sinha, N. (2020). How perceived trust mediates merchant's intention to use a mobile wallet technology. Journal of Retailing and Consumer Services, 52, 101894.
Singh, N., Srivastava, S., & Sinha, N. (2017). Consumer preference and satisfaction of M-wallets: a study on North Indian consumers. International Journal of Bank Marketing, 35(6), 944-965.
Sumarwan, U. (2015). Perilaku Konsumen Teori Penerapannya Dalam Pemasaran Edisi Kedua. Cetakan Ketiga. Bogor: Penerbit Ghalia Indonesia.
Tedja, R. T., Tjong, Y., & Deniswara, K. (2021, August). Factors Affecting The Behavioral Intention of E-Wallet Use during Covid-19 Pandemic in DKI Jakarta. In 2021 International Conference on Information Management and Technology (ICIMTech) (Vol. 1, pp. 574-579). IEEE.
Teng, S., & Khong, K. W. (2021). Examining actual consumer usage of E-wallet: A case study of big data analytics. Computers in Human Behavior, 121, 106778.
Tjiptono, F. & Chandra, G. (2016). Service, Quality & satisfaction. Yogyakarta: CV Andi Offset.
Verkijika, S. F. (2018). Factors influencing the adoption of mobile commerce applications in Cameroon. Telematics and Informatics, 35(6), 1665-1674.
Wadhe, A. P., & Ghodke, S. (2013). To Study Consumer Awareness and Perception towards Usage of Mobile Banking. IBMRD's Journal of Management & Research, 2(1), 110-123.
Wen, J., Helton, W. S., & Billinghurst, M. (2013). A study of user perception, interface performance, and actual usage of mobile pedestrian navigation aides. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 57(1), 1958-1962.
Witjaksono, R. H. A., Handayani, P. W., Sunarso, F. P., & Hilman, M. (2021, October). Quick Response Code Acceptance on Digital Wallet Mobile Applications in Indonesia. In 2021 International Conference on Advanced Computer Science and Information Systems (ICACSIS) (pp. 1-6). IEEE.
Wulandari, A., Suryawardani, B., & Marcelino, D. (2020). M-WALLET TECHNOLOGY: PERCEPTION AND SATISFACTION OF USERS ON USAGE INTENSITY. Jurnal Aplikasi Manajemen, 18(4), 656-666.
Zulkarnaen, W., Fitriani, I., & Yuningsih, N. (2020). Pengembangan Supply Chain Management Dalam Pengelolaan Distribusi Logistik Pemilu Yang Lebih Tepat Jenis, Tepat Jumlah Dan Tepat Waktu Berbasis Human Resources Competency Development Di KPU Jawa Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(2), 222-243. https://doi.org/10.31955/mea.vol4.iss2.pp222-243.
Published
2022-01-24
How to Cite
Lutfie, H., Widaningsih, S., & Marcelino, D. (2022). DETERMINANTS OF MOBILE WALLET’S USAGE INTENSITY IN BANDUNG: HOW PERCEIVED TRUST MEDIATES THE USER PERCEPTION. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(1), 221-235. https://doi.org/10.31955/mea.v6i1.1819
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Articles
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