See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/347155199

The Use Of E-Wallet System

Conference Paper · August 2020

DOI: 10.1109/ICIMTech50083.2020.9211213

CITATIONS READS

4 3,453

2 authors, including:

Valentina Tohang
Binus University
10 PUBLICATIONS 49 CITATIONS

SEE PROFILE

Some of the authors of this publication are also working on these related projects:

Business in ASEAN View project

All content following this page was uploaded by Valentina Tohang on 18 November 2021.

The user has requested enhancement of the downloaded file.

 The Use Of E-Wallet System
Nabilla Syifa
International Accounting & Finance Program
Accounting Department
Faculty of Economics & Communication
Bina Nusantara University
Jakarta, Indonesia 11480
nabila.syifa@binus.ac.id
Abstract— Financial technology has become one of the most
important aspects of the financial services industry. One of the
most prominent financial technology in Indonesia is e-wallet.
Due to this, understanding factors, which influence users;
intention to use and user satisfaction toward the use of e-wallet
is essential. This study will apply the Modified DeLone-
McLean IS Success Model, which explains customers’
perspectives in terms of Behavioral Intention to Use and User
Satisfaction with factors including Performance Expectancy,
Effort Expectancy, Information Quality, and Service Quality.
The research approach of this study is quantitative mono-
method with a survey as the data collection method. The total
respondents collected are 123 users, with the total valid
samples used in this research are 107 respondents. Data
analysis used in this research includes the reliability and data
validity tests. In order to perform data analysis, Partial Least
Squares (PLS) is utilized in providing relevant findings that
would answer the research question. The hypothesis testing
shows that Performance Expectancy influences Behavioral
Intention to Use due to the fact that people is becoming more
familiar with e-wallet and its benefits. E-wallet provides
convenience for users to make a purchase. The result
correlates with the expectation theory, which indicates that the
confirmation of users' expectation will lead to their satisfaction
toward the system (Fuksa, 2003). The finding suggests that
Performance Expectancy is the most influential factor in
determining both users’ Behavioral Intention to Use and User
Satisfaction toward the use of e-wallet.
Keywords—E-wallet, behavioural intention to use, user
satisfaction, DeLone-McLean IS success model, UTAUT,
performance expectancy, effort expectancy, information quality,
service quality
I. INTROCUCTION
Financial technology or often referred to as “FinTech”
has always played an important role in the financial services
sector. Financial technology itself is described as an
integration of technology and financial components, which
changes the industry’s business model and the means to
weaken the barriers in the industry [1]. The purpose of
financial technology is to support and eliminate barriers that
traditional financial activities are not able to do. Currently,
fintech has gained more attention globally, including in
Indonesia. One of the most prominent financial technology
innovations, which has been growing rapidly in Indonesia is
e-wallet. E-wallet is categorized as a type of innovative
disruptor of “Payment” under the “Cashless World”
category.
Valentina Tohang
International Accounting & Finance Program
Accounting Department
Faculty of Economics & Communication
Bina Nusantara University
Jakarta, Indonesia 11480
vtohang@binus.edu
II. FINANCIAL TECHNOLOGY (FINTECH)
DEVELOPMENT
A. FinTech in Indonesia
E-wallet is categorized as a form of pre-paid account to
store money, which can be used to perform transactions in
the future [4]. In this case, e-wallet allows users to store
virtual cash, store coupons or promotional offers, make
payments, perform cash withdrawal, and perform money
transfer. E-wallet can also be used to make a purchase in
both online and offline store. Therefore, E-wallet is often
considered as the most convenient payment tool. According
to Indonesia Internet Services Association [5], there are a
total of 143.26 million internet users, which is
approximately 54.68 percent out of Indonesia’s total
population, with a total of 59.67 percent using smartphone
or tablet and 32.10 percent using both smartphone or tablet
and personal computer or laptop in 2017. In addition, the
level of financial inclusion in Indonesia for the same period
is still low, which is less than half of the total population in
Indonesia or approximately 48.9 percent [6]. Although this
number is a great improvement from the previous period,
the number is still far for the targeted financial inclusion
index in 2019, which is at 75 percent [7]. Therefore, to
overcome this issue, financial technology companies have
begun to take advantage of the continuously increasing
internet and mobile phones penetration to provide solutions,
which would increase the level of financial inclusion in
Indonesia such as the development of e-wallet.
B. E-Wallet as a Tool of Financial Inclusion
Referring to the works of literature previously mentioned,
e-wallet is considered as a type of financial technology with
the highest growth in the “Payment - Cashless World”
category. This indicates that there is a shift in customers’
preferences from conventional banks to disruptive
innovators, which in this case is e-wallet. This informs that
e-wallet has taken part in supporting the financial inclusion
in Indonesia.
Therefore, it is necessary to understand the factors
affecting customers’ perspectives toward the use of e-wallet
in Indonesia in terms of behavioral intention to use and
customer satisfaction. This would help to promote the
exploitation of economic development activities by offering
better products and services for the customers. There are
numerous studies available related to the factors affecting
customers’ mobile payments and e-wallet usage intention in
Indonesia. Prior studies have been examining the factors by
using Unified Theory of Acceptance and Use of Technology
(UTAUT) model and Technology Acceptance Model
(TAM) to measure behavioral intention; DeLone-McLean
IS Success model to measure intention and user satisfaction.
[8] conducted a study related to mobile payments
acceptance using the combination of TAM and UTAUT. [9]
conducted a study comparing purchase, payment method,
and system analysis between mobile banking and e-wallet
from Telecommunication Company using TAM model.
Nabila et al. (2019) conducted a study related to electronic
wallet and digital cash acceptance using the UTAUT model.
[10] investigated the continuance usage of mobile wallets in
Indonesia using DeLone-McLean IS Success model.
The literature mentioned mostly use the acceptance
model including UTAUT and TAM to investigate
customers' intention toward e-wallet usage. This is because
these acceptance models are appropriate for the initial usage
of an information system. Since e-wallet has been
established for quite a while, DeLone-McLean IS Success
Model is more appropriate. DeLone-McLean IS Success
Model itself measures the successfulness of information
systems. This conforms with the objective of this research,
which is to determine factors that influence customers’
perspectives toward e-wallet technology and business
process, leading to the successfulness of e-wallet in terms of
behavioral intention to use and user satisfaction. In addition,
another objective is also to see the potential of e-wallet for
future use.
This research contribute to the current literatures by
modifying the model to present a more appropriate result.
The modified model will provide a more specific approach
in understanding the System Quality variable in the DeLone
McLean IS Success Model by separating them into
Performance Expectancy and Effort Expectancy from the
UTAUT model. Based on the description of variables in the
DeLone-McLean IS Success Model, System Quality has the
elements of both Performance Expectancy and Effort
Expectancy [11]. In addition, [12] also claimed that both
variables are two strong variables in affecting users’
intention. Due to this, measuring them separately is
necessary. Therefore, the variables or factors, which will be
used in this study are: Performance Expectancy, Effort
Expectancy, Information Quality, and Service Quality,
which influences Behavioral Intention to Use and User
Satisfaction.
This research will provide insights to e-wallet providers
regarding customers’ perspectives toward the use of e-
wallet platform and will help to increase an understanding
related to the factors influencing the customers’ intention to
use and satisfaction, which lead to the successfulness of e-
wallet.
III. LITERATURE REVIEW
A. Importance of Understanding Customers’ Perspective
towards Financial Technology
Understanding customer’s perspectives toward the
adoption of financial technology or fintech is essential. The
existence of fintech itself is triggered by the constant needs
and demands of a tool, which allows performing activities
to be more effective, efficient, and transparent. In fact,
according to [15], loyal customers are able to help
companies to increase their profits since they require less
marketing, and they are typically more informed, meaning
that they could also act as information sources for
prospective customers, which leads to higher sales. These
indicate that by understanding customers' perspectives,
companies will be able to identify and understand the
elements valued by their customers as well as being able to
prepare for customers’ future needs and demands, which
help to increase customer loyalty, sales, and profits in the
future.
B. E-wallet System in Indonesia
Currently, there are a growing number of e-wallet
provider in Indonesia. Companies such as GO-PAY, OVO,
LinkAja, and Dana are dominating the market in this
industry. In 2017, it has been reported that there is less than
half of the total population in Indonesia, who were
unbanked, meaning that they do not own accounts from
formal financial institutions, hence, banks (World Bank,
2018).
A report from McKinsey & Company regarding e-
commerce predicted that by 2020, e-commerce will yield
approximately more than USD 20 million in new retail
revenue, with a quadruple amount of digital payment
transactions out of the total credit card transactions in 2017
[16]. This number indicates a huge growth potential for both
e-commerce and e-wallet industry. In addition, e-wallet is
also used to perform transactions offline or in a brick and
mortar store. Using e-wallet to perform daily transactions is
considered to be convenient for many users since they can
perform transactions directly from their smartphones.
Another factor that attracts users to use e-wallet for
performing their daily transactions is the promotional offers
from the e-wallet providers, which have established
partnerships with numerous merchants. According to a
report from Snapcart, a saving mobile application, 57
percent of the total respondents claimed that they choose a
certain shop due to promotional offers, which indicates that
Indonesia’s population is still price-conscious despite even
though they are categorized as emerging middle class [17].
In addition, [18] also support this finding. Therefore, this
strategy is appropriate for Indonesian market since most of
the population are price conscious.
C. Measurement for Customers’ Perspective towards E-
wallet
Measurement for success in the adoption of
information systems is commonly measured by the degree
of intention to use and the system usage. There are two most
common models to measure information systems adoption,
which are the Unified Theory of Acceptance and Use of
Technology (UTAUT) and DeLone-McLean Model for
Information Systems Success (DeLone-McLean IS
Success).The difference is the UTAUT model measures
information systems acceptance, while DeLone-McLean IS
Success measures information systems success. The
UTAUT model perceived intention as the “Strength to Use”,
while DeLone-McLean IS Success perceived intention as
“Attitude”. As mentioned in the previous section, both
models have been used to investigate the adoption of
information technology. Therefore, these models are
deemed appropriate in order to examine customers’
perspectives toward e-wallet business process and
technology in terms of their behavioral intention and user
satisfaction. Having enhanced performance indicates that a
system must have benefits, which would increase users'
performance.
[20] stated that if an individual perceived the new
technology to be more useful, it indicates that there is
relative advantage or benefits in the new technology.
According to [21], perceived benefits include monetary
saving, hedonic benefit, novelty, and social interaction. In
the case of e-wallet, users will be exposed to monetary
saving due to promotional offers, hedonic benefit due to
experiences in using e-wallet, and novelty due to the
newness of a new system. In addition, [12] also claimed that
Performance Expectancy strongly influences users'
intention.
Facilitating Conditions will be eliminated since [12]
argued that Facilitating Conditions will be insignificant in
predicting intentions if Performance and Effort Expectancy
are present. Furthermore, UTAUT has been applied in
various researches related to e-wallet such as factors that
influence behavioral intention to use mobile wallet in
Singapore by [22], in Thailand by [23]. Therefore, using the
variables from the UTAUT model would be more
suitable.For the purpose of this research, the authors will
only examine usage intention and user satisfaction toward e-
wallet usage. Therefore, the variable “Use” and “Net
Benefit” will be eliminated from the model. The research
model is illustrated as follows:
Fig. 1. Research Model
IV. RESEARCH METHODOLOGY
This research uses the mono-method quantitative
study. This indicates that the findings will be based on a
single data collection technique, specifically using the
survey strategy in the form of a questionnaire. The
questionnaire consists of questions related to demographic,
e-wallet providers that they use, and questions related to
variables to be measured. The authors circulated the online
questionnaires to a target of 100 respondents which are
individuals, who currently engage or have experienced in
using e-wallet in Indonesia. The non-probability technique,
specifically the purposive sampling method is applied. A
pre-test study also performed before the actual study and the
distribution of the questionnaire. This is conducted to help
the authors in identifying possible problems such as the
possibility of unclear questions and statements. In this case,
this research focuses on examining the relationships
between factors influencing customers’ perspectives toward
e-wallet usage in Indonesia, which lead to its success in
terms of Behavioral Intention to Use and User Satisfaction.
Likert scale is used to measure the variables of attitudes by
expressing the degree of agreement or preferences with a set
of questions and statements related to the measured
variables. The tendency of agreement or preferences toward
the questions or statements are measured using five levels of
tendencies, which are from the scale of 1 to 5, with 1 being
the least strong tendency and 5 being the strongest
tendency. The questionnaire filled by the respondents will
be processed if they meet the required criteria. Data analysis
that is used in this research includes the Internal
Consistency approach to test the reliability of the data and
construct validity to test data validity. Partial Least Squares
(PLS) will be utilized in providing relevant findings that
would answer the research question
V. RESULTS AND ANALYSIS
The total respondents collected is 123 users, with the
total valid sample used in this research is 107 respondents.
A. Data Analysis
Table 4.1 below shows the descriptive statistics of e-
wallet usage, with the highlights on the dependent variables
of Behavioral Intention to Use and User Satisfaction.
Descriptive statistics has a purpose to provide insights and
understanding of the characteristics of the sample and the
measured variables.
TABLE I. DESCRIPTIVE STATISTICS
Standard
Variable Indicator Mean Median Min Max
Deviation
Behavioral BI1 4.383 5 1 5 0.781
Intention to BI2 4.112 4 1 5 0.889
Use (BI) BI3 4.411 5 2 5 0.736
User US1 4.364 4 3 5 0.647
Satisfaction
US2 4.243 4 2 5 0.734
(US)
B. Model Evaluation
Indicator Reliability
Indicator reliability is tested using outer loadings. [25]
claimed that the value for outer loadings should be greater
than 0.7. In this case, the authors eliminate the two
indicators, which is Effort Expectancy EE5 and EE6, since
the outer loadings are lower than or equal to 0.7. After
removing these indicators, both the Composite Reliability
and the Average Variance Extended (AVE) are improved.
Internal Consistency Reliability
Internal consistency reliability is tested by using two
methods, which are Cronbach’s Alpha and Composite
Reliability. The value of Cronbach's Alpha and Composite
Reliability for all variables are considered to be good, which
all represent above 75%. Therefore, this indicates that
reliability has been established.
Construct Validity
The validity of the results is tested using Construct
Validity approach with two methods, which are Convergent
Validity and Discriminant Validity. Both results show Behavioral Intention to Use
values above the threshold value of 0.5. Therefore, this According to the data, only Performance Expectancy
indicates that this model is tested for its validity. influences Behavioral Intention to Use, which is presented
in Hypothesis 1. The result is due to the fact that people is
TABLE II. RELIABILITY AND VALIDITY TEST
becoming more familiar with e-wallet and its benefits. E-
Cronbach's Composite AVE
Variables Reliability wallet provides convenience for users to make a purchase.
Alpha Reliability
Performance
0.846 0.896 Reliable 0.68
Before the establishment of e-wallet, cashless payment can
Expectancy (PE) only be performed using credit cards and debit cards, which
Effort Expectancy
(EE)
0.856 0.901 Reliable 0.70 have complicated requirements and procedures to apply. In
Information Quality addition, many people are still unable to get access to both
0.907 0.928 Reliable 0.68
(IQ) since they are not qualified.
Service Quality The establishment of e-wallet makes it easy for
0.891 0.913 Reliable 0.60
(SQ)
Behavioral individuals to make a purchase in both online and offline
Intention to Use 0.810 0.888 Reliable 0.73 stores. Now, more people are able to make a purchase
(BI) online since many e-commerce allows payments to be made
User Satisfaction
(US)
0.809 0.913 Reliable 0.84 using e-wallet services. In addition, technological
development such as QR codes, NFC reader, etc. allows
payments through e-wallet to be more accessible. According
Inner Model
to the result, most respondents agree that e-wallet increases
The purpose of inner model evaluation or the
their productivity and time efficiency, which makes it useful
structural model evaluation is to understand the correlation
for their daily needs. Furthermore, the result also indicates
between the construct, value of significance, and the R-
that most respondents intend to use e-wallets to take
square.
TABLE III. ADJUSTED R-SQUARE advantage of the promotional offers, which would help them
to save money as indicated by the indicator BI3, with the
Variables Adjusted R Square highest mean value (4.411) compared to other indicators.
Behavioral Intention to Use (BI) 0.597 Due to these perceived benefits that e-wallet would increase
User Satisfaction (US) 0.540 users’ performance, users are more inclined to have positive
intention toward e-wallet usage. Therefore, the result
As presented in Table III, Behavioral Intention to Use has a indicates that Performance Expectancy positively influences
value of 0.597, which is considered to be moderate Behavioral Intention to Use.
relationship between Behavioral Intention to Use, and the
As mentioned in the earlier section, there are three
independent variables. Similar to Behavioral Intention to
variables, which do not influence Behavioral Intention to
Use, User Satisfaction has a value of 0.54, which is also
Use, which are Effort Expectancy, Information Quality, and
considered to be moderate.
Service Quality. In the case of Effort Expectancy, the result
C. Hypotheses Testing is due to the fact that financial technology such as e-wallet
Hypotheses are being tested by performing significance services in Indonesia has been around for a while. [12]
testing. Significance testing allows researchers to stated that Effort Expectancy is important specifically
understand the relationship between variables. during the initial introduction of the new system. In this
case, users have become more adapted and have more
TABLE IV. HYPOTHESES RESULT knowledge in the use of financial technology such as e-
wallet. According to the result, most users almost strongly
t- p-
Hypotheses
Value Value
Result agree that learning to use e-wallet is easy for them. This
Performance Expectancy indicates that they have already been exposed and
H1 toward Behavioral Intention to 2.314 0.021 Supported knowledgeable toward the use of e-wallet or similar
Use
financial technology with e-wallet. In addition, the
Effort Expectancy toward Not
H2 0.038 0.970 respondents are mostly between 18 to 35 years, which are
Behavioral Intention to Use Supported
H3
Information Quality toward
1.805 0.071
Not considered to be more adaptable to financial technology.
Behavioral Intention to Use Supported Therefore, the result indicates that Effort Expectancy does
Service Quality toward Not
H4
Behavioral Intention to Use
1.020 0.308
Supported not have any significant influence toward Behavioral
Performance Expectancy Intention to Use.
H5 3.405 0.001 Supported
toward User Satisfaction
Effort Expectancy toward User Not User Satisfaction
H6 1.793 0.073
Satisfaction Supported
Information Quality toward According to the result presented earlier, all independent
H7 2.926 0.003 Supported
User Satisfaction variables except Effort Expectancy positively influence
Service Quality toward User User Satisfaction, with Performance Expectancy as a
H8 3.143 0.002 Supported
Satisfaction
User Satisfaction toward
variable with the highest value. In the case of Performance
H9 3.788 0.000 Supported Expectancy, the result correlates with the expectation
Behavioral Intention to Use
theory, which indicates that the confirmation of users'
expectation will lead to their satisfaction toward the system
[28]. In this case, the expectation is performance. As
indicated in the result, the mean value for each indicator in
Performance Expectancy is approximately 4, indicating
their agreements that e-wallet is useful for their needs,
increases their productivity, and increases their time
efficiency. Due to this, they become interested in the usage
of e-wallet, especially since e-wallet providers often offer
promotions in the form of discounts or cashbacks. This
results in their satisfaction toward e-wallet since using e-
wallet benefits them. This is also presented in the result as
most respondents agree that using e-wallet satisfies them.
Therefore, Performance Expectancy positively influences
User Satisfaction.
In the case of Information Quality and Service Quality,
both variables are important since there is a lack of physical
interaction between providers and users in the use of e-
wallet. Users are likely to be unsatisfied if the quality of
information such as relevancy, completeness,
understandability, personalization of information with
security is poor. A user stated that he is dissatisfied and
become more cautious and more hesitant to use e-wallet due
to the misuse of information [29] . This indicates that if the
system’s information quality is exceptional, users will be
satisfied and vice versa. Therefore, Information Quality
positively influences User Satisfaction. In addition,
although there is a lack of physical interaction between
users and providers, users still need to feel safe and assured
that if problems arise, they still have support. According to
a user of e-wallet, he is satisfied with the use of e-wallet
since the providers offered a good and quick response in
regards to his complaint [29]. Therefore, Service Quality
positively influences User Satisfaction.
Effort Expectancy is the only variable, which does not
have any significant influence on User Satisfaction. E-
wallet services in Indonesia have been around for quite a
while. It has already become more accessible for both
offline and online use. The result is due to the fact users are
becoming more aware of financial technology such as e-
wallet. As mentioned earlier, the transaction volume and
value for e-money transactions (including e-wallet) between
2016 to 2018 has increased significantly [27]. They also
have more knowledge in the use of e-wallet, which has
similar features between providers. This indicates that they
have already been exposed and knowledgeable toward the
use of e-wallet or similar financial technology with e-wallet.
Therefore, Effort Expectancy does not have any significant
influence on User Satisfaction as users are already aware
and knowledgeable in the use of e-wallet.
User Satisfaction toward Behavioral Intention to Use
According to the result presented earlier, User Satisfaction
positively influences Behavioral Intention to Use e-wallet.
Many previous studies such [30], [31], [32], conclude that
users are more inclined to continue using a system if it
satisfies them. The result of this research also confirms user
agreement that they are satisfied with the use of e-wallet
and intend to use them for their daily needs, while taking
advantage of the promotional offers. Therefore, User
Satisfaction positively influences Behavioral Intention to
Use.
VI. CONCLUSION AND RECOMMENDATION
Recently, financial technology plays a key part in the
financial services sector. The findings in this study indicate
that the most important factor, which leads to users’
behavioral intention to use is Performance Expectancy. This
is because the perceived benefits of e-wallet, which would
increase users’ performance will influence their intentions
to use the system. Benefits including increased productivity,
time efficiency, and promotional offers are essential.
Among these aspects, the most influential aspect is the
promotional offer.
In addition, the findings also indicate that all variables
except Effort Expectancy positively influences User
Satisfaction, with Performance Expectancy as the leading
factor. Performance Expectancy is important since the
expectation theory stated that if users expectations have
been confirmed, users will be satisfied [28]. Therefore, the
result indicates that if users believe that using e-wallet has
benefited them, they are likely to be satisfied. from BCC
Research [33].
Therefore, e-wallet providers may focus on these
elements to provide better products and services for their
customers by participating in more merchants, increasing
accessibility to load the money, and offering promotional
offers for the customers. However, this does not mean that
providers should not improve on the ease of use,
information quality, and service quality. In the use of
technology, ease of use is important since the purpose of
using technology is as a solution to perform activities in an
easier way. Information quality is essential since financial
services is information-sensitive, meaning that the misuse of
information can affect customer retention. Lastly, due to
minimal physical interaction, service quality is also
important since customers relies on the online services
support if problems related to the use of e-wallet arises, they
need to feel safe and assured that they would have support;
and a problem with service quality may affect customer
retention as well.
This paper employs only single data collection of
quantitative method using questionnaires to conduct the
research, for future research it will be fruitful to conduct the
study from different angles such as using a qualitative
method in the form of an interview that may provide more
in-depth results. The avenue is also open to enhance this
research by assessing the perceived risk related with tested
variables, such as operational, financial and security risks
that might impact the Behavioural Intention to Use as well
as User Satisfaction.
REFERENCES
[1] K. P. Prawirasasra, ‘Financial Technology in Indonesia: Disruptive or
Collaborative’, Report on Economics and Finance, vol. 4, no. 2, pp.
83–90, 2018, doi: 10.12988/ref.2018.818.
[2] Deloitte, ‘Cleared for Takeoff – Five Megatrends That Will Change
Financial Services’, 2015. [Online].
[3] McWaters R.J, Bruno G., Lee A., Blake M., ‘The Future of Financial
Services-How disruptive innovations are reshaping the way financial
services are structured, provisioned and consumed’, World Economic
Forum, 2015.
[4] B. R. Pachpande and A. A. Kamble, ‘Study of E-wallet Awareness [28] M. Fuksa, ‘Mobile Technologies and Services Development impact
and Its Usage in Mumbai’, Journal of Commerce & Management on Mobile Internet Usage in Latvia’, presented at the ICTE in
Thought, vol. 9, no. 1, pp. 33–45, 2018, doi: 10.5958/0976- Regional Development, Latvia, 2003, doi:
478X.2018.00004.6. 10.1016/j.procs.2013.12.006.
[5] Asosiasi Penyelenggara Jasa Internet Indonesia, ‘Penetrasi & Perilaku [29] Gunadi, S., ‘Waspadai Selalu Dompet Elektronik Anda’,
Pengguna Internet Indonesia 2017’, 2017, 2017. kompasiana.com, Mar. 27, 2019.
[6] ‘The Little Data Book 2018 on Financial Inclusion’, World Bank, [30] H.-M. Lee and T. Chen, ‘Perceived quality as a key antecedent in
2018. continuance intention on mobile commerce’, International Journal of
[7] N. Pranata, A. Uluwiyah, A. S. R. Sinaga, A. Mockler, and K. Electronic Commerce Studies, vol. 5, no. 2, pp. 123–142, 2014.
Ringrod, ‘Assessing the Impact of Digital Opportunity on Financial [31] M. M. Ayyash, ‘Scrutiny of Relationship between E-Banking
Inclusion’, The Eighth Research Dive on Financial Inclusion, p. 19, Information Quality Dimensions and Customer Satisfaction.’, JCS,
2018. vol. 13, no. 4, pp. 78–90, 2017.
[8] H. Pradibta, ‘Acceptance of Mobile Payment Application in [32] A. Saleem, A. Ghafar, M. Ibrahim, M. Yousuf, and N. Ahmed,
Indonesia’. ‘Product perceived quality and purchase intention with consumer
[9] Y. U. Chandra, ‘Bank vs telecommunication E-Wallet: System satisfaction’, Global journal of management and business research,
analysis, purchase, and payment method of GO-mobile CIMB Niaga 2015.
and T-Cash Telkomsel’, in 2017 International Conference on [33] BCC Research, ‘Mobile Wallet and Payment Technologies: Global
Information Management and Technology (ICIMTech), 2017, pp. Markets’, 2019. [Online].
165–170.
[10] N. Azizah, P. W. Handayani, and F. Azzahro, ‘Factors Influencing
Continuance Usage of Mobile Wallets in Indonesia’, in 2018
International Conference on Information Management and
Technology (ICIMTech), 2018, pp. 92–97.
[11] W. H. Delone and E. R. McLean, ‘The DeLone and McLean model of
information systems success: a ten-year update’, Journal of
management information systems, vol. 19, no. 4, pp. 9–30, 2003.
[12] V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, ‘User
acceptance of information technology: Toward a unified view’, MIS
quarterly, pp. 425–478, 2003.
[13] A. Omarini, ‘The digital transformation in banking and the role of
FinTechs in the new financial intermediation scenario’, 2017.
[14] K. N. Lemon and P. C. Verhoef, ‘Understanding customer experience
throughout the customer journey’, Journal of marketing, vol. 80, no.
6, pp. 69–96, 2016.
[15] F. Mohsan, M. M. Nawaz, M. S. Khan, Z. Shaukat, and N. Aslam,
‘Impact of customer satisfaction on customer loyalty and intentions to
switch: Evidence from banking sector of Pakistan’, International
Journal of Business and Social Science, vol. 2, no. 16, 2011.
[16] K. Das, T. Tamhane, B. Vatterott, P. Wibowo, and S. Wintels, ‘The
digital archipelago: How online commerce is driving Indonesia’s
economic development’, McKinsey & Company, August, 2018.
[17] Snapcart, ‘Indonesian Consumer Insights: The Growing Price of
Maintaining Customer Loyalty’, Snapcart website, 2017.
[18] Deloitte, ‘Embracing Bricks and Clicks in Indonesia.’, Deloitte, 2017,
2017. Retrieved from
[19] W. H. Delone and E. R. Mclean, ‘Measuring e-commerce success:
Applying the DeLone & McLean information systems success
model’, International Journal of electronic commerce, vol. 9, no. 1,
pp. 31–47, 2004.
[20] E. M. Rogers, ‘Diffusion of Innovations: modifications of a model for
telecommunications’, in Die diffusion von innovationen in der
telekommunikation, Springer, 1995, pp. 25–38.
[21] L.-Y. Leong, T.-S. Hew, K.-B. Ooi, and J. Wei, ‘Predicting mobile
wallet resistance: A two-staged structural equation modeling-artificial
neural network approach’, International Journal of Information
Management, p. 102047, 2019.
[22] A. Seetharaman, K. N. Kumar, S. Palaniappan, and G. Weber,
‘Factors Influencing Behavioural Intention to Use the Mobile Wallet
in Singapore.’, Journal of Applied Economics & Business Research,
vol. 7, no. 2, 2017.
[23] P. Intarot and C. Beokhaimook, ‘Influencing Factor in E-Wallet
Acceptant and Use’.
[24] M. Saunders, P. Lewis, and A. Thornhil, Research Method for
Business, 7th ed. England: Pearson, 2016.
[25] M. R. Ab Hamid, W. Sami, and M. M. Sidek, ‘Discriminant validity
assessment: Use of Fornell & Larcker criterion versus HTMT
criterion’, in Journal of Physics: Conference Series, 2017, vol. 890,
p. 012163.
[26] ‘Partial least Squares Structural Equation Modeling (PLS-SEM)
Techniques Using SmartPLS’, Marketing Bulletin, p. Marketing
Bulletin, 24(1), 1–32.
[27] Bank Indonesia, ‘Payment System Statistics’, Bank Indonesia, 2019,
2019.

View publication stats