The effect of e-WOM through intention to use technology and social media community for mobile payments during the COVID-19

Zeplin Jiwa Husada Tarigan,Hotlan Siagian,Sautma Ronni Basana,Michelle Jonathan

doi:10.5267/j.ijdns.2021.11.008

Zeplin Jiwa Husada Tarigan, Hotlan Siagian + Show 2 more

Open Access

https://doi.org/10.5267/j.ijdns.2021.11.008

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Abstract

The use of mobile payments has become a public interest during the current spread of the coronavirus. The use of mobile payments prevents society from touching the payment media. This study examines the effect of ease of use on e-WOM through the intention to use and social media community on the mobile payment method. This research was conducted by taking data through closed questionnaires designed with a five-point Likert scale. This study distributed two hundred fifty questionnaires, and 202 returned to be processed using the partial least square (PLS) technique. The results of data processing show that the ease of use of technology applications had a positive effect on the intention to use an e-WOM. Ease of use of technology has a positive effect on the social media community because of the ease of operation and understanding of the steps for using technology to access and join as members of the social media community. Intention to use in the operation of technology and relatively low cost does not directly affect e-WOM but must go through a community on social media that provides an exciting atmosphere. The social media community has a significant effect on e-WOM. The social media community can share information on social media and share reviews between members so that it creates a sense of trust and mutual concern among members. This study provides an insight into the mobile payment provider to consider the ease of use of their design. This research contributes to the ongoing research in the online payment application study in the pandemic era.

Highlights

The use of mobile payments as a means of making payments has attracted public interest because it provides convenience, practicality, and security (Kavitha and Kumar, 2018)
This study aims to obtain the magnitude of the influence of ease of use on Electric word of mouth (e-WOM) through the intention to use technology and the social media community for mobile payment usage
The primary goal of this study is to examine the effect of ease of use on e-WOM through intention to use technology and social media community in using mobile payments amid the COVID-19 era

Summary

Introduction

The use of mobile payments as a means of making payments has attracted public interest because it provides convenience, practicality, and security (Kavitha and Kumar, 2018). The growth in the use of mobile payments does occur in Indonesia but various countries. The use of mobile payments will increase in 2020 due to an increase in the number of Covid infected. The spread of the viruses is due to contact between a COVID sufferer through a medium that can transmit, including the use of work media, payment media for transportation media, and other media that have been contaminated and touch the eyes, nose, or mouth (WHO, 2020). The digital platform has been running well and has provided facilities related to mobile payments, including Gojek, Gojek, Tokopedia, Bukalapak, Halodoc, Lazada, and Ruangguru, which have provided facilities and support (Djalante, 2020)

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