FACTORS INFLUENCING THE INTENTION TO USE E-WALLET
Keywords:
intention to use, information system quality, user satisfaction, perceived usefulness, information quality
Abstract
This study aims to examine the influence of information quality, perceived usefulness, and information system quality on user satisfaction and intention to use e-wallets. The study targeted e-wallet users who met a number of pre-defined criteria, resulting in a final sample size of 331. This type of research is both confirmatory and explanatory in nature, as it seeks to ascertain the manner in which factors are expected to affect a variable, with a view to testing the hypothesis. Partial Least Squares (PLS) or Structured Equation Modelling (SEM) were used to verify the proposed theoretical model. The findings of this study indicate that information system quality exerts no notable influence on user satisfaction. Conversely, the quality of the information provided and the extent to which it is perceived as useful are identified as significant determinants of user satisfaction. In turn, user satisfaction affects the intention to use. The results of this study have a number of implications for organizations. Firstly, the results demonstrate that organizations may increase their utilization of electronic wallets due to the high levels of satisfaction expressed by their users. Secondly, a greater adoption of these payment methods by consumers will generate increased revenue for the companies concerned, facilitating their ability to expand the market and offer additional incentives for their use.
References
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Muhtasim, D. A., Tan, S. Y., Hassan, M. A., Pavel, M. I., & Susmit, S. (2022). Customer Satisfaction with Digital Wallet Services: An Analysis of Security Factors. International Journal of Advanced Computer Science and Applications, 13(1). https://doi.org/10.14569/IJACSA.2022.0130124
Nurcahyo, R., Prabuwono, A. S., Fainusa, A. F., Wibowo, N., Habiburrahman, M., & Hindriyandhito, K. (2023). Enhancing User Satisfaction in Indonesia’s e-wallet Market: A Comprehensive Analysis of Factors and Priorities. Human Behavior and Emerging Technologies, 2023, 1–19. https://doi.org/10.1155/2023/8864865
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Pertiwi, D., Suprapto, W., & Pratama, E. (2021). Perceived Usage of E-Wallet among the Y Generation in Surabaya based on Technology Acceptance Model. Jurnal Teknik Industri, 22(1), 17–24. https://doi.org/10.9744/jti.22.1.17-24
Romney, M. B., & Steinbart, P. J. (2009). Accounting Information System 11th Edition (11th ed.). Pearson Education.
Sarjana, N. (2023). Mengenal E-Wallet, Manfaat, dan Cara Kerjanya. DetikFinance.
Sekaran, U. and B. R. (2013). Research Methods for Business: A Skill-Building Approach. 6th Edition. Wiley.
Stair, R., & Reynolds, G. (2016). Principles of Information Systems (13th ed.). Cengage Learning.
Syifa, N., & Tohang, V. (2020). The Use Of E-Wallet System. 2020 International Conference on Information Management and Technology (ICIMTech), 342–347. https://doi.org/10.1109/ICIMTech50083.2020.9211213
Teo, T., & Zhou, M. (2014). Explaining the intention to use technology among university students: a structural equation modeling approach. Journal of Computing in Higher Education, 26(2), 124–142. https://doi.org/10.1007/s12528-014-9080-3
Tun, P. M. (2020). Factors Influencing Intention to Reuse Mobile Banking Services in thePrivate Banking Sector in Myanmar. ASEAN Journal of Management & Innovation, 7(1), 63–78.
Venkatesh, V. M. D. D. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27, 425–478.
Widiar, G., Yuniarinto, A., & Yulianti, I. (2023). Perceived Ease of Use’s Effects on Behavioral Intention Mediated by Perceived Usefulness and Trust. Interdisciplinary Social Studies, 2(4), 1829–1844. https://doi.org/10.55324/iss.v2i4.397
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.
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Azharianto, T. A., Derriawan, & Miranda, A. (2022). PENGARUH EXPERIENTIAL MARKETING, SERVICE QUALITY, KUALITAS SISTEM INFORMASI WEBSITE TERHADAP MINAT PEMBELIAN ULANG MELALUI KEPUTUSAN PELANGGAN. Jurnal Riset Manajemen Dan Akuntansi, 2(2), 25–37. https://doi.org/10.55606/jurima.v2i2.251
Bezhovski, Z. (2016). The future of the mobile payment as electronic payment system. European Journal of Business and Management, 8(8), 127–132.
Bosamia, M., & Patel, D. (2019). Wallet Payments Recent Potential Threats and Vulnerabilities with its possible security Measures. International Journal of Computer Sciences and Engineering, 7(1), 810–817. https://doi.org/10.26438/ijcse/v7i1.810817
Chelvarayan, A., Yeo, S. F., Hui Yi, H., & Hashim, H. (2022). E-Wallet: A Study on Cashless Transactions Among University Students. F1000Research, 11, 687. https://doi.org/10.12688/f1000research.73545.1
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd ed.). Lawrence Erlbaum Associates
Daragmeh, A., Sági, J., & Zéman, Z. (2021). Continuous Intention to Use E-Wallet in the Context of the COVID-19 Pandemic: Integrating the Health Belief Model (HBM) and Technology Continuous Theory (TCT). Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 132. https://doi.org/10.3390/joitmc7020132
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319. https://doi.org/10.2307/249008
Faul, F., Erdfelder, E., Buchner, A., & Lang, A.-G. (2009). Statistical power analyses using G*Power 3.1: Tests for correlation and regression analyses. Behavior Research Methods, 41(4), 1149–1160
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A Primer On Partial Least Squares Structural Equation Modelling (PLS-SEM). In European Business Review (Number 2). SAGE Publication.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). SAGE Publications
Hall, J. A. (2015). Accounting Information Systems (9th ed.). Cengage Learning.
Jiang, Y., & Stylos, N. (2021). Triggers of consumers’ enhanced digital engagement and the role of digital technologies in transforming the retail ecosystem during COVID-19 pandemic. Technological Forecasting and Social Change, 172, 121029. https://doi.org/10.1016/j.techfore.2021.121029
Kannan, P. K., & Li, H. “Alice.” (2017). Digital marketing: A framework, review and research agenda. International Journal of Research in Marketing, 34(1), 22–45. https://doi.org/10.1016/j.ijresmar.2016.11.006
Kassim, E. S., Jailani, S. F. A. K., Hairuddin, H., & Zamzuri, N. H. (2012). Information System Acceptance and User Satisfaction: The Mediating Role of Trust. Procedia - Social and Behavioral Sciences, 57, 412–418. https://doi.org/10.1016/j.sbspro.2012.09.1205
Kumar, R. R., Israel, D., & Malik, G. (2018). Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory. Pacific Asia Journal of the Association for Information Systems, 79–112. https://doi.org/10.17705/1pais.10204
Laudon, K. C., & Laudon, J. P. (2012). Management Information System : Managing The Digital Firm Twelfth Edition (12th ed.). Pearson Education.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Lu, Y., Wang, B., & Lu, Y. (2019). UNDERSTANDING KEY DRIVERS OF MOOC SATISFACTION AND CONTINUANCE INTENTION TO USE. Journal of Electronic Commerce Research, 20(2), 105–117.
Malika, C. J. (2024). Social media marketing performance comparison of E-wallet providers in Indonesia. International Journal of Science and Research Archive, 12(1), 2205–2209. https://doi.org/10.30574/ijsra.2024.12.1.1017
Margiono, A. (2021). Digital transformation: setting the pace. Journal of Business Strategy, 42(5), 315–322. https://doi.org/10.1108/JBS-11-2019-0215
Muhtasim, D. A., Tan, S. Y., Hassan, M. A., Pavel, M. I., & Susmit, S. (2022). Customer Satisfaction with Digital Wallet Services: An Analysis of Security Factors. International Journal of Advanced Computer Science and Applications, 13(1). https://doi.org/10.14569/IJACSA.2022.0130124
Nurcahyo, R., Prabuwono, A. S., Fainusa, A. F., Wibowo, N., Habiburrahman, M., & Hindriyandhito, K. (2023). Enhancing User Satisfaction in Indonesia’s e-wallet Market: A Comprehensive Analysis of Factors and Priorities. Human Behavior and Emerging Technologies, 2023, 1–19. https://doi.org/10.1155/2023/8864865
Patma, T. S., Djajanto, L., Widodo, S., & Rahayu, K. S. (2023). The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty (pp. 260–268). https://doi.org/10.2991/978-94-6463-026-8_30
Pertiwi, D., Suprapto, W., & Pratama, E. (2021). Perceived Usage of E-Wallet among the Y Generation in Surabaya based on Technology Acceptance Model. Jurnal Teknik Industri, 22(1), 17–24. https://doi.org/10.9744/jti.22.1.17-24
Romney, M. B., & Steinbart, P. J. (2009). Accounting Information System 11th Edition (11th ed.). Pearson Education.
Sarjana, N. (2023). Mengenal E-Wallet, Manfaat, dan Cara Kerjanya. DetikFinance.
Sekaran, U. and B. R. (2013). Research Methods for Business: A Skill-Building Approach. 6th Edition. Wiley.
Stair, R., & Reynolds, G. (2016). Principles of Information Systems (13th ed.). Cengage Learning.
Syifa, N., & Tohang, V. (2020). The Use Of E-Wallet System. 2020 International Conference on Information Management and Technology (ICIMTech), 342–347. https://doi.org/10.1109/ICIMTech50083.2020.9211213
Teo, T., & Zhou, M. (2014). Explaining the intention to use technology among university students: a structural equation modeling approach. Journal of Computing in Higher Education, 26(2), 124–142. https://doi.org/10.1007/s12528-014-9080-3
Tun, P. M. (2020). Factors Influencing Intention to Reuse Mobile Banking Services in thePrivate Banking Sector in Myanmar. ASEAN Journal of Management & Innovation, 7(1), 63–78.
Venkatesh, V. M. D. D. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27, 425–478.
Widiar, G., Yuniarinto, A., & Yulianti, I. (2023). Perceived Ease of Use’s Effects on Behavioral Intention Mediated by Perceived Usefulness and Trust. Interdisciplinary Social Studies, 2(4), 1829–1844. https://doi.org/10.55324/iss.v2i4.397
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
2026-08-30
How to Cite
Wisna, N., Rahmadi, R., & Kotjoprayudi, R. B. (2026). FACTORS INFLUENCING THE INTENTION TO USE E-WALLET. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(2), 2377-2389. https://doi.org/10.31955/mea.v10i2.7752
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