The Digital Wallet Transactions during the Covid-19 Pandemic Investigating User Continuance Intention Using Digital Wallet-Based Payment Systems
Keywords:
ECM, UTAUT, Continuance Intention, Digital Wallet, Covid-19
Abstract
This study aims to test and analyze the factors in the ECM and UTAUT 2 theory in explaining the continuance intention using digital wallets after the covid-19 pandemic ends. This research was conducted on 120 digital wallet users who used their digital wallet as a transaction tool during the Covid-19 pandemic. This research uses an online survey with the help of GoogleForm. The analysis of this study uses SEM analysis with the help of SmartPLS. The study results explain that confirmation is proven to affect performance expectations and satisfaction. Performance expectations in this study also affected satisfaction and continuance intention significantly. Effort expectations also influenced performance expectations and continuance intention significantly. This research proves that satisfaction and habit significantly influence continuance intention. This study failed to prove that social influence, facilitating conditions, hedonic motivation, and price values significantly influence users' ongoing continuance intention using the digital wallet they used during the Covid-19 pandemic. The results of this study can provide an overview of digital wallet users so that they can provide input to digital wallet providers to update, upgrade, and improve the sustainability of digital wallets. Government can also use the results of this research as steps to encourage positive habits of using digital wallets, such as campaigns or educational programs to promote the use of digital wallets and increase digital literacy in the community by providing training or support to increase understanding and user skills regarding the use of digital wallets and digital payments.
References
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Jaiswal, D., Kaushal, V., Mohan, A., & Thaichon, P. (2022). Mobile Wallets Adoption: Pre- and Post-Adoption Dynamics of Mobile Wallet Usage. Marketing Intelligence and Planning, 40(5), 573–588. https://doi.org/https://doi.org/10.1108/MIP-12-2021-0466
Khan, I. U., Hameed, Z., & Khan, S. U. (2017). Understanding online banking adoption in a developing country: UTAUT2 with cultural moderators. Journal of Global Information Management, 25(1), 43–65. https://doi.org/10.4018/JGIM.2017010103
Khoirina, M. M., Alfina, & Setyo, H. F. (2021). Determinan Incividu Mengadopsi Layanan E-Payment (Studi pada Millenials di Kabupaten Gresik). Jurnal Manajerial, 08(01), 54–67. https://doi.org/http://dx.doi.org/10.30587/manajerial.v8i01.1889
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Kurniasih, C. (2020). Analyzing Factor That Influence Continuance Intention of E-Wallet in DKI Jakarta (Study Case: Ovo). The 5th International Conference on Management in Emerging Markets, 229–234.
Lee, Y., & Kwon, O. (2011). Intimacy, Familiarity and Continunance Intention: An Extended Expectation-Confirmation Model in Web-Based Services. Electronic Commerce Research and Applications, 10(3), 342–357. https://doi.org/10.1016/j.elerap.2010.11.005
Lew, S., Tan, G. W.-H., Loh, X.-M., Hew, J.-J., & Ooi, K.-B. (2020). The Disruptive Mobile Wallet in the Hospitality Industry: An Extended Mobile Technology Acceptance Model. Technology in Society, 63. https://doi.org/10.1016/j.techsoc.2020.101430
Maharani, Y. (2021). Minat Generasi Z Menggunakan Kembali Transaksi Mobile Payment: Pendekatan Model UTAUT 2. Jurnal Akuntansi Dan Bisnis: Jurnal Program Studi Akuntansi, 7(2), 140–154. https://doi.org/10.31289/jab.v7i2.5641
Marinković, V., Đorđević, A., & Kalinić, Z. (2020). The Moderating Effects of Gender on Customer Satisfaction and Continuance Intention in Mobile Commerce: A UTAUT-Based Perspective. Technology Analysis and Strategic Management, 32(3), 306–318. https://doi.org/10.1080/09537325.2019.1655537
Merhi, M., Hone, K., & Tarhini, A. (2019). A Cross-Cultural Study of the Intention to Use Mobile Banking between Lebanese and British Consumers: Extending UTAUT2 with Security, Privacy, and Trust. Technology in Society, 59. https://doi.org/10.1016/j.techsoc.2019.101151
Moorthy, K., Chun T’ing, L., Yee, K. C., Wen Huey, A., Joe In, L., Feng, P. C., & Yi, T. J. (2019). What Drives the Adoption of Mobile Payment? A Malaysian Perspective. International Journal of Finance and Economics, 25(3), 349–364. https://doi.org/10.1002/ijfe.1756
Museba, T. J., Ranganai, E., & Gianfrate, G. (2021). Customer Perception of Adoption and Use of Digital Financial Services and Mobile Money Services in Uganda. Journal of Enterprising Communities: People and Places in the Global Eco, 15(2). https://doi.org/10.1108/JEC-07-2020-0127
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Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management, 54(February), 102144. https://doi.org/10.1016/j.ijinfomgt.2020.102144
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Puriwat, W., & Tripopsakul, S. (2021). Explaining an Adoption and Continuance Intention to Use Contactless Payment Technologies: During the Covid-19 Pandemic. Emerging Science Journal, 5(1), 85–95. https://doi.org/10.28991/esj-2021-01260
Putri, N. K. R., & Suardikha, I. M. S. (2019). Penerapan Model UTAUT 2 Untuk Menjelaskan Niat dan Perilaku Penggunaan E-Money di Kota Denpasar. E-Jurnal Akuntansi, 30(2), 540–555.
Rahman, H. A., & Hassan, R. (2020). Cashless Transactions Through Ecommerce Platform in the Post-Covid-19. International Journal of Research and Innovation Management, 6(1), 1–12.
Raihan, T., & Rachmawati, I. (2019). Analyzing Factors Influence COntinuance Intention of E-Wallet Adoption Using UTAUT 2 Model (A Case Study of DANA in Indonesia). EProceedings of Management, 6(2), 3717–3724. https://doi.org/10.1109/ICoICT.2018.8528748
Revathy, C., & Balaji, P. (2020). Determinants of Behavioural Intention on E-Wallet Usage: An Empirical Examination in Amid of COVID-19 Lockdown Period. International Journal of Management (IJM), 11(6), 92–104. https://doi.org/10.34218/IJM.11.6.2020.008
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Al-Hattami, H. M. (2021). Determinants of Intention to Continuance Usage of Online Shopping under A Pandemic: COVID-19. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1936368
Al-Sharafi, M. A., Al-Qaysi, N., Iahad, N. A., & Al-Emran, M. (2022). Evaluating the Sustainable Use of Mobile Payment Contactless Technologies Within and Beyond the COVID-19 Pandemic Using A Hybrid SEM-ANN Approach. International Journal of Bank Marketing, 40(5), 1071–1095. https://doi.org/10.1108/IJBM-07-2021-0291
Alawiyah, E. N. (2021). Pembayaran Menggunakan E-Money: Tinjauan dengan Teori UTAUT (Uniffied Theory of Acceptance and Use of Technology) melalui Pamanfaatan Google Trends. Universitas Muhammadiyah Surakarta.
Alghamdi, A., Elbeltagi, I., Elsetouhi, A., & Yacine Haddoud, M. (2018). Antecedents of continuance intention of using Internet banking in Saudi Arabia: A new integrated model. Strategic Change, 27(3), 231–243. https://doi.org/10.1002/jsc.2197
Anderson, E. W., & Sullivan, M. W. (1993). The Antacedents and Consequences of Customer Satisfaction for Firm. Marketing Science, 12(2), 125–143. https://doi.org/https://doi.org/10.1287/mksc.12.2.125
Aulia, S. (2020). Pola Perilaku Konsumen Digital Dalam Memanfaatkan Aplikasi Dompet Digital. Jurnal Komunikasi, 12(2), 311–324. https://doi.org/10.24912/jk.v12i2.9829
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351–370. https://doi.org/https://doi.org/10.2307/3250921
Bhatti, A., Akram, H., Basit, H. M., Khan, A. U., Naqvi, S. M. raza, & Bilal, M. (2020). E-commerce Trends During COVID-19 Pandemic. International Journal of Future Generation Communication and Networking, 13(2), 1449–1452.
C.C, S., & Prathap, S. K. (2020). Continuance Adoption of Mobile-Based Payments in Covid-19 Context: An Integrated Framework of Health Belief Model and Expectation Confirmation Model. International Journal of Pervasive Computing and Communications, 16(4), 351–369. https://doi.org/10.1108/IJPCC-06-2020-0069
Chen, S.-C., Li, S.-H., Liu, S.-C., Yen, D. C., & Ruangkanjanases, A. (2021). Assessing Determinants of Continuance Intention towards Personal Cloud Services: Extending UTAUT 2 with Technology Readiness. Symmetry, 13(3), 467–484. https://doi.org/https://doi.org/10.3390/sym13030467
Chong, A. Y.-L. (2013). Understanding Mobile Commerce Continuance Intention: An Empirical Analysis of Chinese Consumers. Journal of Computer Information Systems, 53(4), 22–30. https://doi.org/10.1080/08874417.2013.11645647
Dwivedi, Y. K., Rana, N. P., Jeyaraj, A., Clement, M., & Williams, M. D. (2019). Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model. Information Systems Frontiers, 21(3), 719–734. https://doi.org/10.1007/s10796-017-9774-y
Erwanti, N., Widodo, A. P., & Nurhayati, O. D. (2018). Determinants of Continuance Intention to Use On-demand Mobile Service: GO-JEK case. International Journal of Computer Science Issues (IJCSI), 15(6), 9–15. https://doi.org/10.5281/zenodo.2544618
Galhotra, B., & Dewan, A. (2020). Impact of COVID-19 on Digital Platforms and Change in E-Commerce Shopping Trends. Proceedings of the Fourth International Conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud) (I-SMAC), 861–866. https://doi.org/10.1109/I-SMAC49090.2020.9243379
Ispriandina, A., & Sutisna, M. (2019). Faktor-Faktor Penerimaan Teknologi yang Memengaruhi Intensi Kontinuitas Penggunaan Mobile Wallet di Kota Bandung. Prosiding Industrial Research Workshop and National Seminar, 10(1), 1046–1055. https://doi.org/https://doi.org/10.35313/irwns.v10i1.1462
Jaiswal, D., Kaushal, V., Mohan, A., & Thaichon, P. (2022). Mobile Wallets Adoption: Pre- and Post-Adoption Dynamics of Mobile Wallet Usage. Marketing Intelligence and Planning, 40(5), 573–588. https://doi.org/https://doi.org/10.1108/MIP-12-2021-0466
Khan, I. U., Hameed, Z., & Khan, S. U. (2017). Understanding online banking adoption in a developing country: UTAUT2 with cultural moderators. Journal of Global Information Management, 25(1), 43–65. https://doi.org/10.4018/JGIM.2017010103
Khoirina, M. M., Alfina, & Setyo, H. F. (2021). Determinan Incividu Mengadopsi Layanan E-Payment (Studi pada Millenials di Kabupaten Gresik). Jurnal Manajerial, 08(01), 54–67. https://doi.org/http://dx.doi.org/10.30587/manajerial.v8i01.1889
Kirmani, M. D., Haque, M. A., Sadiq, M. A., & Hasan, F. (2020). Cashless Preferences During the COVID-19 Pandemic: Investigation User Intention to Continuance UPI-Based Payment Systems in India. Journal of Science and Technology Policy Management, 14(4). https://doi.org/10.1108/JSTPM-08-2021-0127
Kurniasih, C. (2020). Analyzing Factor That Influence Continuance Intention of E-Wallet in DKI Jakarta (Study Case: Ovo). The 5th International Conference on Management in Emerging Markets, 229–234.
Lee, Y., & Kwon, O. (2011). Intimacy, Familiarity and Continunance Intention: An Extended Expectation-Confirmation Model in Web-Based Services. Electronic Commerce Research and Applications, 10(3), 342–357. https://doi.org/10.1016/j.elerap.2010.11.005
Lew, S., Tan, G. W.-H., Loh, X.-M., Hew, J.-J., & Ooi, K.-B. (2020). The Disruptive Mobile Wallet in the Hospitality Industry: An Extended Mobile Technology Acceptance Model. Technology in Society, 63. https://doi.org/10.1016/j.techsoc.2020.101430
Maharani, Y. (2021). Minat Generasi Z Menggunakan Kembali Transaksi Mobile Payment: Pendekatan Model UTAUT 2. Jurnal Akuntansi Dan Bisnis: Jurnal Program Studi Akuntansi, 7(2), 140–154. https://doi.org/10.31289/jab.v7i2.5641
Marinković, V., Đorđević, A., & Kalinić, Z. (2020). The Moderating Effects of Gender on Customer Satisfaction and Continuance Intention in Mobile Commerce: A UTAUT-Based Perspective. Technology Analysis and Strategic Management, 32(3), 306–318. https://doi.org/10.1080/09537325.2019.1655537
Merhi, M., Hone, K., & Tarhini, A. (2019). A Cross-Cultural Study of the Intention to Use Mobile Banking between Lebanese and British Consumers: Extending UTAUT2 with Security, Privacy, and Trust. Technology in Society, 59. https://doi.org/10.1016/j.techsoc.2019.101151
Moorthy, K., Chun T’ing, L., Yee, K. C., Wen Huey, A., Joe In, L., Feng, P. C., & Yi, T. J. (2019). What Drives the Adoption of Mobile Payment? A Malaysian Perspective. International Journal of Finance and Economics, 25(3), 349–364. https://doi.org/10.1002/ijfe.1756
Museba, T. J., Ranganai, E., & Gianfrate, G. (2021). Customer Perception of Adoption and Use of Digital Financial Services and Mobile Money Services in Uganda. Journal of Enterprising Communities: People and Places in the Global Eco, 15(2). https://doi.org/10.1108/JEC-07-2020-0127
Musyafii, A. M., Khairunnisa, H., & Respati, D. K. 2022. Konsep Dasar Structural Equation Model-Partial Least Square (SEM-PLS) Menggunakan Smartpls. Tangerang Selatan: Pascal Books.
Nan, D., Kim, Y., Park, M. H., & Kim, J. H. (2020). What Motivates User to Keep Using Social Mobile Payments? Sustainability (Switzerland), 12(17), 1–14. https://doi.org/10.3390/SU12176878
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418–430. https://doi.org/10.1086/209358
Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management, 54(February), 102144. https://doi.org/10.1016/j.ijinfomgt.2020.102144
Prasasti, A., Aulisaina, F. I., & Rahman Hakim, M. A. (2021). Does Discount Matter in Indonesia e-Wallet Race? A Qualitative Study on Generation Z e-Wallet Preferences During Pandemics. The Winners, 22(1), 57–65. https://doi.org/10.21512/tw.v22i1.7019
Puriwat, W., & Tripopsakul, S. (2021). Explaining an Adoption and Continuance Intention to Use Contactless Payment Technologies: During the Covid-19 Pandemic. Emerging Science Journal, 5(1), 85–95. https://doi.org/10.28991/esj-2021-01260
Putri, N. K. R., & Suardikha, I. M. S. (2019). Penerapan Model UTAUT 2 Untuk Menjelaskan Niat dan Perilaku Penggunaan E-Money di Kota Denpasar. E-Jurnal Akuntansi, 30(2), 540–555.
Rahman, H. A., & Hassan, R. (2020). Cashless Transactions Through Ecommerce Platform in the Post-Covid-19. International Journal of Research and Innovation Management, 6(1), 1–12.
Raihan, T., & Rachmawati, I. (2019). Analyzing Factors Influence COntinuance Intention of E-Wallet Adoption Using UTAUT 2 Model (A Case Study of DANA in Indonesia). EProceedings of Management, 6(2), 3717–3724. https://doi.org/10.1109/ICoICT.2018.8528748
Revathy, C., & Balaji, P. (2020). Determinants of Behavioural Intention on E-Wallet Usage: An Empirical Examination in Amid of COVID-19 Lockdown Period. International Journal of Management (IJM), 11(6), 92–104. https://doi.org/10.34218/IJM.11.6.2020.008
Saha, R. (2021). Digital Payments Usage During Covid-19 Pandemic with Special Reverence to E-Wallet Users in Guwahati City. International Journal of Multidiciplinary Education Research, 10(1(2)), 24–28.
Sankaran, R., & Chakraborty, S. (2021). Why Customers Make Mobile Payments? Applying a Means-End-Chain Approach. Marketing Intelligence and Planning, 39(1), 109–124. https://doi.org/10.1108/MIP-12-2019-0622
Sarmah, R., Dhiman, N., & Kanojia, H. (2021). Understanding Intention and Actual Use of Mobile Wllets by Millennial: An Extended TAM Model Perspective. Journal of Indian Business Research, 13(3), 361–381. https://doi.org/10.1108/JIBR-06-2020-0214
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Published
2023-07-07
How to Cite
Diny Fariha Zakhir, Eko Ganis Sukoharsono, & Endang Mardiaty. (2023). The Digital Wallet Transactions during the Covid-19 Pandemic Investigating User Continuance Intention Using Digital Wallet-Based Payment Systems. Asian Journal of Management, Entrepreneurship and Social Science, 3(03), 612-630. Retrieved from https://mail.ajmesc.com/index.php/ajmesc/article/view/456
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