ABSTRACT

The occurrence of the Covid-19 pandemic has caused changes in public payment methods, with the aim of reducing the transmission of the Covid-19 virus through physical money. With so many mobile services available, payments made using e-wallets are more convenient and faster than conventional banking systems because they save time and money. Over time, people are getting used to using digital transactions as their payment method. This study focuses on the Continuance Intention to use E-Wallet during the Covid-19 Pandemic in Indonesia, with the influence of Perceived Value, and E-Service Quality on Customer Satisfaction, as well as Government Support, Customer Satisfaction, and Perceived Health Risk on Continuance Intention to Use. Total of 351 data were collected from the users of e-wallet in the Greater Jakarta Area of Indonesia and analyzed by deploying partial least squares structural equation modeling (PLS-SEM). Our results show that only the perceived health risk variable does not affect continuance intention to use. In the context of this study, the Covid-19 virus disease is no longer a motivating factor for e-wallet users to use e-wallet continuously. However, other variables show a positive influence on continuance intention to use.The occurrence of the Covid-19 pandemic has caused changes in public payment methods, with the aim of reducing the transmission of the Covid-19 virus through physical money. With so many mobile services available, payments made using e-wallets are more convenient and faster than conventional banking systems because they save time and money. Over time, people are getting used to using digital transactions as their payment method. This study focuses on the Continuance Intention to use E-Wallet during the Covid-19 Pandemic in Indonesia, with the influence of Perceived Value, and E-Service Quality on Customer Satisfaction, as well as Government Support, Customer Satisfaction, and Perceived Health Risk on Continuance Intention to Use. Total of 351 data were collected from the users of e-wallet in the Greater Jakarta Area of Indonesia and analyzed by deploying partial least squares structural equation modeling (PLS-SEM). Our results show that only the perceived health risk variable does not affect continuance intention to use. In the context of this study, the Covid-19 virus disease is no longer a motivating factor for e-wallet users to use e-wallet continuously. However, other variables show a positive influence on continuance intention to use.

Andrew Wijaya

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Analyzing Factors Affecting Continuance Intention to Use E-wallet During Covid-19 Pandemic in Indonesia