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Customer Satisfaction of E-wallet User: An Adoption of Information System Success Model

In: Quantitative Analysis of Social and Financial Market Development

Author

Listed:
  • Fariq Rahadiyan Chalik
  • Taufik Faturohman

Abstract

E-wallet is one of the financial technology (fintech) products. In Indonesia, e-wallet is still in the growing stage. Many e-wallet providers are attracted to join the market every year, and the competition becomes tighter, focusing on customer acquisition. Promotion is launched, burning much cash in making the promotion. However, cash-burning does not guarantee that customers will use one e-wallet. Customer satisfaction is an important key element of success and continuous use in information systems and e-commerce contexts. This research aims to investigate the satisfaction of e-wallet customer in Indonesia, focusing on and extending the trust role. This study adopted the model proposed byGeebren, Jabbar, and Luo (2021), which is an extension of information system success model. This research used Structural Equation Modeling with Partial Least Squares to analyze the data. It was found that factors that influence customer satisfaction are trust, system quality, information quality, service quality, and structural assurance. The authors found that trust positively affects customer satisfaction, and trust plays a vital role in customer satisfaction. Also, trust has a role as partial and full mediators. It is suggested that e-wallet providers should consider enhancing customer satisfaction.

Suggested Citation

  • Fariq Rahadiyan Chalik & Taufik Faturohman, 2022. "Customer Satisfaction of E-wallet User: An Adoption of Information System Success Model," International Symposia in Economic Theory and Econometrics, in: Quantitative Analysis of Social and Financial Market Development, volume 30, pages 61-83, Emerald Group Publishing Limited.
    • Handle: RePEc:eme:isetez:s1571-038620220000030005
    DOI: 10.1108/S1571-038620220000030005
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    More about this item

    Keywords

    E-wallet; customer satisfaction; trust; information system success model; partial least square; financial technology; C53; G2;
    All these keywords.

    JEL classification:

    • C53 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Forecasting and Prediction Models; Simulation Methods
    • G2 - Financial Economics - - Financial Institutions and Services

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