Factors Influencing E-Wallet Service on Generation Z in Jakarta, Indonesia

Arbi Siti Rabiah; Dennis Sugianto

doi:10.31004/riggs.v4i2.725

Authors

Arbi Siti Rabiah Binus Business School
Dennis Sugianto Binus Business School

DOI:

https://doi.org/10.31004/riggs.v4i2.725

Keywords:

Customer Trust, E-wallet, Intention to Use, Perceived Ease of Use, Perceived Usefulness, Security

Abstract

The development of the digital era has affected many aspects of lifestyle, including consumer behavior in financial transactions. The emergence of mobile payment technology, such as E-wallet services, makes it easier for consumers to make transactions digitally without using cash. This study aims to analyze the factors affecting such as perceived ease of use, perceived usefulness, and security on intention to use E-wallet services among Generation Z in Jakarta, Indonesia, with customer trust as a mediating variable. This study uses probability sampling with simple random sampling with respondents 400 Generation Z respondents in Jakarta, Indonesia. The analysis method uses SEM-PLS, consisting of outer and inner models. The results of this study indicate that the variables of perceived ease of use, perceived usefulness, and security are positively significant in the intention to use the variable either directly or through the customer trust variable as an intervening variable. This study concludes that these factors influence the intention to use e-wallet services among Generation Z consumers in Jakarta, Indonesia.

Downloads

Download data is not yet available.

References

Afolo, S. C. M., & Dewi, N. N. S. R. T. (2022). Minat Mahasiswa Akuntansi Untrim Sebagai Pengguna E-wallet Dengan Mempertimbangkan Persepsi Kemanfaatan, Persepsi Kemudahan, Dan Persepsi Kepercayaan. KRISNA: Kumpulan Riset Akuntansi, 13(2), 267-277.

Albarq, A.N. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. Administrative Sciences.

Alif, M. S., & Pratama, A. R. (2021). Analisis kesadaran keamanan di kalangan pengguna E-wallet di Indonesia. Automata, 2(1).

Ariningsih, E. P., Wijayanti, W., & Prasaja, M. G. (2022). Intention to Use E-wallet Dilihat dari Perceived Usefulness, Perceived Ease of Use, Perceived Security, dan Trust. Jurnal Maksipreneur: Manajemen, Koperasi, Dan Entrepreneurship, 11(2), 227-238.

Chawla, D., & Joshi, H. (2019). Consumer Attitude and Intention to Adopt Mobile Wallet in India – An Empirical Study. The International Journal of Bank 88 Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-20180256.

Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service quality, customer satisfaction, customer trust, and customer loyalty in service of Paediatric Polyclinic over Private H Hospital of East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105-111.

Fauzi, A., Salwa, S. A., Safitri, A., Julianti, E. A. C., & Fazriyah, S. N. (2023). Analisis Pengaruh Penggunaan Sistem Pembayaran Digital Dan Digital Marketing Terhadap keputusan Pembelian. Jurnal Ekonomi dan Manajemen, 2(1), 11 – 17.

Goodstats. (2022). E-wallet jadi metode pembayaran terpopuler di Indonesia: Ini potensinya pada 2025 mendatang. Goodstats.id. https://goodstats.id/article/e-wallet-jadi-metode-pembayaran-terpopuler-di-indonesia2022-ini-potensinya-pada-2025-mendatang-FOnnm.

Irma, A., & Yusuf, M. (2020). Pengaruh lingkungan kerja terhadap kepuasan kerja pegawai. Jurnal Manajemen, 12(2), 253-258.

Jatimoyo, D., Rohman, F., & Djazuli, A. (2021). The effect of perceived ease of use on continuance intention through perceived usefulness and trust: A study on Klikindomaret service users in Malang City. International Journal of Research in Business and Social Science (2147-4478), 10(4), 430-437.

Karim, M. W., Haque, A., Ulfy, M. A., Hossain, M. A., & Anis, M. Z. (2020). Factors influencing the use of E-wallet as a payment method among Malaysian young adults. Journal of International Business and Management, 3(2), 1-12.

Kotler, Philip dan Kevin Lane Keller, (2012). Marketing Management 14E, New Jersy: Pearson Education Inc.

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.

Maulani, D., Thantawi, T. R., & Anwar, M. (2022). Faktor-Faktor yang Mempengaruhi Minat Nasabah terhadap Layanan Mobile Banking di Bank Syariah Indonesia Kantor Cabang Pembantu (KCP) Bogor Dramaga. Sahid Banking Journal, 2(01), 67-82.

Perwitasari, A. W. (2022). The Effect of Perceived Usefulness and Perceived Easiness Towards Behavioral Intention to Use of Fintech by Indonesian MSMEs. The Winners, 1 (23), 1–9.

Qomusuddin, IF, & Romlah, S (2021). Analisis Data Kuantitatif dengan Program IBM SPSS Statistic 20.0., books.google.com

Raninda, R., Wisnalmawati, W., & Oetomo, H. (2022). The Effect of Perceived Usefulness, Perceived Ease of Use, Perceived Security, and Cashback Promotion on Behavioral Intention to the DANA E-wallet: A Survey of People in the Special Region of Yogyakarta. Jurnal Ilmiah Manajemen Kesatuan, 10(1), 63-72.

Siagian, H., Tarigan, Z.J., Basana, S.R., & Basuki, R. (2022). The effect of perceived security, perceived ease of use, and perceived usefulness on consumer behavioral intention through trust in digital payment platform. International Journal of Data and Network Science.

Sinaga, O. S., Marpaung, F. K., Dewi, R. S., & Sudirman, A. (2021). Kontribusi perceived usefulness, perceived ease of use dan perceived security terhadap behavioral intention to use aplikasi JAKET. Insight Management Journal, 1(3), 86-94.

Sugiyono.(2018). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung: Alfabeta

Tahar, A., Riyadh, H. A., Sofyani, H., & Purnomo, W. E. (2020). Perceived ease of use, perceived usefulness, perceived security and intention to use e-filing: The role of technology readiness. The Journal of Asian Finance, Economics and Business, 7(9), 537-547.

Ulfa, R. (2021). Variabel penelitian dalam penelitian pendidikan. Al-Fathonah, 1(1), 342-351.

Violinda, Q., & Khoirunnisya, N. V. (2022). Minat Generasi Milenial Menggunakan E-wallet Linkaja: Perspektif Teori Persepsi dan Perilaku. Jurnal Aplikasi Manajemen Dan Bisnis, Vol. 8.re

Yunianto, T. K. (2022, February 23). Riset IDC: Indonesia jadi penguasa e-wallet pada tahun 2025. Marketeers. https://www.marketeers.com/riset-idc-indonesia-jadi-penguasa-e-wallet-pada-tahun-2025