Research Article
Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences
@INPROCEEDINGS{10.4108/eai.18-11-2020.2311745, author={Zulfikar Bagus Pambuko and Diesyana Ajeng Pramesti and Veni Soraya Dewi and Athia Fidian and Chrisna Bagus Edhita Praja and Rofiul Wahyudi and Joko Rizkie Widokarti and Nonik Kusuma Ningrum}, title={Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences }, proceedings={Proceedings of the 2nd Borobudur International Symposium on Humanities and Social Sciences, BIS-HSS 2020, 18 November 2020, Magelang, Central Java, Indonesia}, publisher={EAI}, proceedings_a={BIS-HSS}, year={2021}, month={9}, keywords={electronic wallet customer satisfaction intention}, doi={10.4108/eai.18-11-2020.2311745} }- Zulfikar Bagus Pambuko
Diesyana Ajeng Pramesti
Veni Soraya Dewi
Athia Fidian
Chrisna Bagus Edhita Praja
Rofiul Wahyudi
Joko Rizkie Widokarti
Nonik Kusuma Ningrum
Year: 2021
Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences
BIS-HSS
EAI
DOI: 10.4108/eai.18-11-2020.2311745
Abstract
This study aims to empirically examine the determinants of consumers’ intention and satisfaction to use electronic wallet of Indonesian users. 119 respondents participated in the survey. 17 hypotheses were formulated and PLS-SEM was used to estimate and test the hypothesized model. The results show that factors like hedonic motivation, trust, and intention have a significant direct effect on the customers’ satisfaction in using electronic wallet, while perceived ease of use and perceived usefulness have significant indirect effect through trust. The customers’ intention to use electronic wallet only influences by hedonic motivation. Moreover, hedonic motivation has an important role in determining intention and satisfaction of Indonesian users to use electronic wallet. It implies that e-wallet is more used to fulfil hedonic consumption needs.