Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences

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.

Intention to Use on the Use of E-Wallet Link Aja: How Important is Hedonic Motivation?

“…The results show that hedonic motivation has the most important role in determining attitudes and intentions to use e-money (Pambuko et al, 2021). Hedonic motivation is included as the pleasure consumers get when using e-wallet technology.…”