The Use Of E-Wallet System

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.