Track: Business Management

Abstract

Previous research has been using Expectation Confirmation Model (ECM) model, but the model does not cater many related aspects about continuation to use, therefore this research aims to examine the continuance intention of digital wallet by using Extended ECM Model. This paper use satisfaction, confirmation, and perceived usefulness, with additional of promotion, mobility, and cost saving factor as independent variable to measure the dependent variable of intention to continue use digital wallet. The data were collected from 236 respondents between age 18 to 55 years old who live in Jabodetabek area that use the top five digital wallet in Indonesia (Ovo, GoPay, Shoppe Pay, Dana, Link Aja). The data were analyzed by using structural equation modelling approach. The results show that perceived usefulness does not significantly affect continuance intention of using digital wallet. However, satisfaction, promotion, mobility, and cost saving significantly affect the continuation use of digital wallet. Also, perceived usefulness and confirmation significantly affect the satisfaction of using digital wallet. Furthermore, satisfaction mediates the positive relationship between perceived usefulness with continuance intention and confirmation with continuance intention. This study provides practical implications for digital wallet provider that satisfaction is the factor that influence the continuance intention, not perceived usefulness.