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Unveiling E-satisfaction and E-loyalty: contrasting the user experience of E-wallet among millennials in Indonesia

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  • Ina Kartika Wati

    (Universitas Teknologie Muhammadiyah Jakarta, Indonesia)

  • AM Soma

    (Universitas Teknologie Muhammadiyah Jakarta, Indonesia)

  • Heri Ispriyahadi

    (Universitas Teknologie Muhammadiyah Jakarta, Indonesia)

Abstract

This study explores how Fear of Missing Out (FOMO) influences the digital payment behavior of millennials across OVO and GoPay digital payment platforms. FOMO is a psychological concept triggered by anxiety, marked by the fear of not participating in enjoyable experiences others have, often arising from the desire for social connection and the fear of being excluded from satisfying moments. Employing Smart PLS, the study examines the relationship between electronic satisfaction and loyalty across both platforms. The results show a significant positive correlation between OVO and GoPay's millennial demographic. OVO exhibits a slightly stronger impact on electronic loyalty than GoPay, with a lower standard deviation indicating higher consistency. Both platforms influence significantly, but OVO stands out with a stronger impact. Crafting regulations aligned with current trends can enhance user satisfaction and loyalty for OVO and GoPay.

Suggested Citation

  • Ina Kartika Wati & AM Soma & Heri Ispriyahadi, 2024. "Unveiling E-satisfaction and E-loyalty: contrasting the user experience of E-wallet among millennials in Indonesia," Journal of the Academy of Business and Emerging Markets, Academy of Business and Emerging Markets, vol. 4(1), pages 3-12.
    • Handle: RePEc:ris:jabema:021867
    DOI: 10.5281/zenodo.10836670
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