E-Money Challenge in Disruption Era: Uncovering the Dilemma Issues from Consumers’ Perspective

Purpose: The purpose of this paper is to determine factors that drive e-money provider system named Link Aja (produced by Telkomsel, a telecommunication company in Indonesia) users to become less active in using Link Aja, especially users located in Bandung, by remembering some potential commerce and trading conducted in the city that have great potential benefits if all transaction are supported by e-money Link Aja.Methodology: This study uses quantitative methods with descriptive and exploration research types. The technique of collecting data has spread the questionnaire to users in Bandung who have an account but less active in using Link Aja. Factoring Analysis as statistical tools were used to analyze the data and test the hypotheses.Results: There are six factors which determine the decreasing of Link Aja users activity in transaction, consist of (1) Security and limited discount, (2) Explicit fees, (3) Machine and update system unpredictable, (4) Networks, (5) Confuse term and condition, and (6) Disadvantage of time and popularity.&Research Implication: This research presents update factors in terms of activity in using e-money from the opposite perspective (less active side), in completing factors of e-money motivation. The main limitation is the narrow scope, emphasizing only users located in Bandung city. This paper may involve more users further to present strong factors about e-money activity.Practical Implication: This research presents determinant factors about less active in using e-money among users that may help Telecommunication Company by recovering these elements. This paper gives valuable references to e-money providers to consider factors founded in offering better service for users and improve the amount of super active Ling Aja users in daily transactions.Originality/value: This study provides the determination of dominant factors that cased the less active activity and transaction among users of Link Aja and contributes to a better understanding of how to provide better service of e-money based on these factors for improvement further.