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

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 by Geebren, 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.

Citation

Chalik, F.R. and Faturohman, T. (2022), "Customer Satisfaction of E-wallet User: An Adoption of Information System Success Model", Barnett, W.A. and Sergi, B.S. (Ed.) Quantitative Analysis of Social and Financial Market Development (International Symposia in Economic Theory and Econometrics, Vol. 30), Emerald Publishing Limited, Leeds, pp. 61-83. https://doi.org/10.1108/S1571-038620220000030005