The Analysis of Factors Affecting Behavioral Intention and Behavior Usage of E-Wallet using Meta-UTAUT Model

Muhammad Malik Hakim, Alissa Nida Afifah, Guruh Aryotejo

Abstract


Massive increase in e-wallet users makes e-wallets an alternative payment transaction method in Indonesia. Research and surveys by Boku Inc. predict that e-wallet users in Indonesia will increase by three times in 2025. This study aims at identifying the factors underlying users' intention and behavior in using e-wallet services by applying the meta-UTAUT model. Variables were examined in the meta-UTAUT model, and other variables, including anxiety, trust, redressal, and service smartness, that underlie the purpose and behavior of using e-wallets from the user's perspective were added. This research is a quantitative study making use of primary data collected through online questionnaires to 269 e-wallet service users. The PLS-SEM method was utilized as a statistical analysis method with SmartPLS 3.3.3 software to process the data. This study found that trust has a positive effect on acceptance attitudes, redressal has a positive effect on trust, and service smartness has a positive effect on behavioral intentions. In contrast, anxiety negatively influences user attitudes towards e-wallet services, while effort expectancy and social influences have no direct and insignificant effect on intentions to use e-wallets. To contribute to e-wallet research that focuses more on the user's perspective, further research is on investigations of perceived security and perceived risk so that the model used can have predictive relevance with a higher R-square value.

Keywords


e-wallet; technology acceptance; meta-UTAUT; adoption; acceptance model; redressal

Full Text:

PDF

References


S. Singh, “An integrated model combining ECM and UTAUT to explain users’ post-adoption behavior towards mobile payment systems,†Australasian Journal of Information Systems, vol. 24, Sep. 2020, doi: 10.3127/ajis.v24i0.2695.

Md. M. Alam, A. E. Awawdeh, and A. I. B. Muhamad, “Using e-wallet for business process development: challenges and prospects in Malaysia,†Business Process Management Journal, vol. 27, no. 4, pp. 1142–1162, Jan. 2021, doi: 10.1108/BPMJ-11-2020-0528.

Bank Indonesia, Peraturan Bank Indonesia Nomor 18 Tahun 2016, vol. 236. Bank Indonesia, 2016.

Bank Indonesia and ASPI, Quick Response Code Indonesian Standard. 2019. [Online]. Available: https://qris.id/homepage/

Boku, Mobile Wallets Report. 2021. [Online]. Available: https://boku.mobilewallet.report/

V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, “User Acceptance of Information Technology: Toward a Unified View,†MIS Quarterly, vol. 27, no. 3, pp. 425–478, 2003, doi: 10.2307/30036540.

Y. K. Dwivedi, N. P. Rana, A. Jeyaraj, M. Clement, and M. D. Williams, “Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model,†Inf Syst Front, vol. 21, no. 3, pp. 719–734, Jun. 2019, doi: 10.1007/s10796-017-9774-y.

H. Gunawan, B. L. Sinaga, and S. P. Wp, “Assessment of the Readiness of Micro, Small and Medium Enterprises in Using E-Money Using the Unified Theory of Acceptance and Use of Technology (UTAUT) Method,†Procedia Computer Science, vol. 161, pp. 316–323, Jan. 2019, doi: 10.1016/j.procs.2019.11.129.

A. Kumar, A. Adlakaha, and K. Mukherjee, “The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country,†International Journal of Bank Marketing, vol. 36, no. 7, pp. 1170–1189, Jan. 2018, doi: 10.1108/IJBM-04-2017-0077.

P. Patil, K. Tamilmani, N. P. Rana, and V. Raghavan, “Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal,†International Journal of Information Management, vol. 54, p. 102144, Oct. 2020, doi: 10.1016/j.ijinfomgt.2020.102144.

S. Shin and W.-J. Lee, “Factors affecting user acceptance for NFC mobile wallets in the U.S. and Korea,†Innovation & Management Review, vol. 18, no. 4, pp. 417–433, Jan. 2021, doi: 10.1108/INMR-02-2020-0018.

N. P. Rana, Y. K. Dwivedi, M. D. Williams, and V. Weerakkody, “Adoption of online public grievance redressal system in India: Toward developing a unified view,†Computers in Human Behavior, vol. 59, pp. 265–282, Jun. 2016, doi: 10.1016/j.chb.2016.02.019.

S. Teng and K. W. Khong, “Examining actual consumer usage of E-wallet: A case study of big data analytics,†Computers in Human Behavior, vol. 121, p. 106778, Aug. 2021, doi: 10.1016/j.chb.2021.106778.

N. Shaw, B. Eschenbrenner, and B. M. Brand, “Towards a Mobile App Diffusion of Innovations model: A multinational study of mobile wallet adoption,†Journal of Retailing and Consumer Services, vol. 64, p. 102768, Jan. 2022, doi: 10.1016/j.jretconser.2021.102768.

Y. K. Dwivedi, N. P. Rana, K. Tamilmani, and R. Raman, “A meta-analysis based modified unified theory of acceptance and use of technology (meta-UTAUT): a review of emerging literature,†Current Opinion in Psychology, vol. 36, pp. 13–18, Dec. 2020, doi: 10.1016/j.copsyc.2020.03.008.

Y. Jadil, N. P. Rana, and Y. K. Dwivedi, “A meta-analysis of the UTAUT model in the mobile banking literature: The moderating role of sample size and culture,†Journal of Business Research, vol. 132, pp. 354–372, Aug. 2021, doi: 10.1016/j.jbusres.2021.04.052.

B. Sivathanu, “Adoption of digital payment systems in the era of demonetization in India: An empirical study,†Journal of Science and Technology Policy Management, vol. 10, no. 1, pp. 143–171, Jan. 2018, doi: 10.1108/JSTPM-07-2017-0033.

K. Al-Saedi, M. Al-Emran, T. Ramayah, and E. Abusham, “Developing a general extended UTAUT model for M-payment adoption,†Technology in Society, vol. 62, p. 101293, Aug. 2020, doi: 10.1016/j.techsoc.2020.101293.

H. A. Widyanto, K. A. Kusumawardani, and H. Yohanes, “Safety first: extending UTAUT to better predict mobile payment adoption by incorporating perceived security, perceived risk and trust,†Journal of Science and Technology Policy Management, vol. ahead-of-print, no. ahead-of-print, Jan. 2021, doi: 10.1108/JSTPM-03-2020-0058.

V. Gelashvili, J. G. Martínez-Navalón, and G. Herrera Enríquez, “How stress and anxiety when using mobile restaurant reservation Apps influence users’ satisfaction and trust,†Journal of Indian Business Research, vol. 13, no. 3, pp. 395–412, Jan. 2021, doi: 10.1108/JIBR-08-2020-0276.

A. Donmez-Turan, “Does unified theory of acceptance and use of technology (UTAUT) reduce resistance and anxiety of individuals towards a new system?,†Kybernetes, vol. 49, no. 5, pp. 1381–1405, Jan. 2019, doi: 10.1108/K-08-2018-0450.

J. M. L. Poon, “Effects of benevolence, integrity, and ability on trustâ€inâ€supervisor,†Employee Relations, vol. 35, no. 4, pp. 396–407, Jan. 2013, doi: 10.1108/ER-03-2012-0025.

W. Lee, S. Shin, W. Lee, and S. Shin, “Effects of Product Smartness on Satisfaction: Focused on the Perceived Characteristics of Smartphones,†Journal of theoretical and applied electronic commerce research, vol. 13, no. 2, pp. 1–14, May 2018, doi: 10.4067/S0718-18762018000200102.

C. E. Ong and D. Teh, “Redress procedures expected by consumers during a business-to-consumer e-commerce dispute,†Electronic Commerce Research and Applications, vol. 17, pp. 150–160, May 2016, doi: 10.1016/j.elerap.2016.04.006.

N. Upadhyay, S. Upadhyay, S. S. Abed, and Y. K. Dwivedi, “Consumer adoption of mobile payment services during COVID-19: extending meta-UTAUT with perceived severity and self-efficacy,†International Journal of Bank Marketing, vol. 40, no. 5, pp. 960–991, Jan. 2022, doi: 10.1108/IJBM-06-2021-0262.

R. Sarmah, N. Dhiman, and H. Kanojia, “Understanding intentions and actual use of mobile wallets by millennial: an extended TAM model perspective,†Journal of Indian Business Research, vol. 13, no. 3, pp. 361–381, Jan. 2021, doi: 10.1108/JIBR-06-2020-0214.

V. Venkatesh, J. Y. L. Thong, and X. Xu, “Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology,†MIS Quarterly, vol. 36, no. 1, pp. 157–178, 2012, doi: 10.2307/41410412.

J. F. Hair, J. J. Risher, M. Sarstedt, and C. M. Ringle, “When to use and how to report the results of PLS-SEM,†European Business Review, vol. 31, no. 1, pp. 2–24, Jan. 2019, doi: 10.1108/EBR-11-2018-0203.

K. K.-K. Wong, “Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS,†p. 32, 2013.

D. Russo and K.-J. Stol, “PLS-SEM for Software Engineering Research: An Introduction and Survey,†ACM Comput. Surv., vol. 54, no. 4, p. 78:1-78:38, May 2021, doi: 10.1145/3447580.

I. Ghozali, Structural equation modeling: metode alternatif dengan partial least square PLS, 3rd ed. Badan Penerbit UNDIP, 2011.

J.-H. Jung, E. Kwon, and D. H. Kim, “Mobile payment service usage: U.S. consumers’ motivations and intentions,†Computers in Human Behavior Reports, vol. 1, p. 100008, Jan. 2020, doi: 10.1016/j.chbr.2020.100008.

D.-A. Sitar-Taut and D. Mican, “Mobile learning acceptance and use in higher education during social distancing circumstances: an expansion and customization of UTAUT2,†Online Information Review, vol. 45, no. 5, pp. 1000–1019, Jan. 2021, doi: 10.1108/OIR-01-2021-0017.




DOI: http://dx.doi.org/10.18517/ijaseit.13.2.18297

Refbacks

  • There are currently no refbacks.


Published by INSIGHT - Indonesian Society for Knowledge and Human Development