The Customer Behavior Data Analysis Towards Use of Digital Wallet during Covid-19 Pandemic

Abstract

Digital wallet has been recognized as one of the comfortable and easily accessible digital payment methods and is well-known throughout the world, even in Indonesia. Due to the COVID-19 pandemic, it has been observed that there are changes in the pattern of consumer behavior in the use of digital wallets. The main obj ective of the study is to investigate how consumers feel about digital wallets and what are the numerous factors that influence their decision to utilize digital wallets during the pandemic and help businesses determine whether the implementation of digital wallets will be beneficial for them based on their target markets. The data was collected through a survey made using google forms and distributed to people in Indonesia with using random sampling. The result of the survey shows there is a significant increase in digital wallet usage as it is convenient and efficient in making transactions and users were able to obtain financial benefits from discounts and promotions. Most users find digital wallets to be useful and easy to use. However, there are privacy and security issues that caused people to hesitate or distrust putting their personal and vital information on digital wallet applications. Our study provides opportunity for further research, particularly in the privacy and security aspect of digital wallets to discover or develop the proper strategies and methods which could be used to improve the users trust and sense of security towards digital wallets.