Determinan Intensi Berkelanjutan untuk Menggunakan Aplikasi Pembayaran Digital di Indonesia: Peran Mediasi Kepuasan Pelanggan
Abstract
Keywords
Full Text:
PDFReferences
Abdennebi, H. B. (2023). M-banking adoption from the developing countries perspective: A mediated model. Digital Business, 3(2), 1–16. https://doi.org/10.1016/j.digbus.2023.100065
Aditiansyah, M. F., Suryoko, S., Dewi, R. S., & Widiartanto. (2022).
Digitalization of banking services: the effect of trust and service quality on customer satisfaction and loyalty of bank customers in using mobile banking. Syntax Literate: Jurnal Ilmiah Indonesia, 7(7), 9492–9505. https://doi.org/10.36418/syntax-literate.v7i7.8648
Alalwan, A. A. (2020). Mobile food ordering apps: an empirical study of the factors affecting customer e-SAT and continued intention to reuse. International Journal of Information Management, 50(1), 28–44. https://doi.org/10.1016/j.ijinfomgt.2019.04.008
Amin, M. A., Muzareba, A. M., Chowdhury, I. U., & Khondkar, M. (2024). Understanding e satisfaction, continuance intention, and e loyalty toward mobile payment application during COVID 19: an investigation using the electronic technology continuance model. Journal of Finance Services Marketing, 29, 318–340. https://doi.org/10.1057/s41264-022-00197-2
Ansori, A. D., & Nugroho, S. S. (2024). The role of trust on the continuance usage intention of indonesian mobile payment application. Gajah Mada International Journal of Business, 26(2), 231–257. https://doi.org/10.22146/gamaijb.70452
Ariffin, S. K., Rahman, M. F. R. A., Muhammad, A. M., & Zhang, Q. (2021). Understanding the consumer’s intention to use the e-wallet services. Spanish Journal of Marketing – ESIC, 25(3), 446–461. https://doi.org/10.1108/SJME-07-2021-0138
Ayyoub, A. A. M., Eidah, B. A. A., Khlaif, Z. N., Shamali, M. A. E., & Sulaiman, M. R. (2023). Understanding online assessment continuance intention and individual performance by integrating task technology fit and expectancy confirmation theory. Heliyon, 9(11), 1–12. https://doi.org/10.1016/j.heliyon.2023.e22068
Bergmann, M., Macada, A. C. G., Santini, F. D. O., & Rasul, T. (2023). Continuance intention in financial technology: a framework and meta-analysis. International Journal of Bank Marketing, 41(4), 749–786. https://doi.org/10.1108/IJBM-04-2022-0168
Catherine, & Tjokrosaputro, M. (2023). Pengaruh perceived usefulness dan confirmation terhadap continuance intention pembelian tiket maskapai LCC: dengan satisfaction sebagai mediator. Jurnal Manajerial Dan Kewirausahaan, 5(2), 383–391. https://doi.org/10.24912/jmk.v5i2.23408
Christofer, A., & Keni. (2025). Dinamika loyalitas pelanggan produk berbahan dasar plastik: peran mediasi kepuasan pelanggan. Business Management Journal, 21(1), 111–132. https://doi.org/10.30813/bmj.v21i1.8158
Damanik, M. A. A., Fauzi, A., & Situmorang, S. H. (2022). Pengaruh perceived usefulness, perceived enjoyment dan kepercayaan terhadap continuance intention melalui kepuasan pada generasi millenial pengguna e-wallet di Kota Medan. Ekonomi, Keuangan, Investasi Dan Syariah (Ekuitas), 3(4), 827–834.
Daragmeh, A., Sagi, J., & Zeman, Z. (2021). Continuous intention to use e-wallet in the context of the covid-19 pandemic: integrating the health belief model (hbm) and technology continuous theory (tct). Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 1–23. https://doi.org/10.3390/joitmc7020132
Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033. https://doi.org/10.1108/JEIM-10-2018-0237
Franque, F. B., Oliveira, T., & Tam, C. (2021). Understanding the factors of mobile payment continuance intention: empirical test in an African context. Heliyon, 7(8), 1–12. https://doi.org/10.1016/j.heliyon.2021.e07807
Hail, A. T., Yusof, S. A. B. M., Shamsi, I. R. H. A., Bino, E., Saleem, M., Mahmood, M., & Kamran, H. (2023). Investigating the impact of customer satisfaction, trust, and quality of services on the acceptance of delivery services companies and related applications in Omani context: a predictive model assessment using PLSpredict. Cogent Business & Management, 10(2), 1–39. https://doi.org/10.1080/23311975.2023.2224173%0A
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Halim, N. A. A., Zadeh, A. V., Hanifah, H., Teoh, A. P., & Nawaser, K. (2022). Understanding the determinants of e wallet continuance usage intention in Malaysia. Quality & Quantity, 56, 3413–3439. https://doi.org/10.1007/s11135-021-01276-7
Hameed, A. A. G., & Sumari, P. B. (2024). Adoption and continued usage of mobile learning of virtual platforms in Iraqi higher education an unstable environment. International Journal of Information Management Data Insights, 4(2), 1–15. https://doi.org/10.1016/j.jjimei.2024.100242
Humbani, M., & Wiese, M. (2019). An integrating framework for the adoption and continuance intention to use mobile payment apps. International Journal of Bank Marketing, 37(2), 646–664. https://doi.org/10.1108/IJBM-03-2018-0072
Karim, F., Aftharnorhan, A., Ghani, N. I. A., Ismail, M. N., & Muhammad, N. (2022). Continuance intention on mobile wallet: Integrated technology readiness and expectation-confirmation model analysis. Journal of Tianjin University Science and Technology, 55(4), 107–131. https://doi.org/10.17605/OSF.IO/XF3YM
Keni, K. (2020). How perceived usefulness and perceived ease of use affecting intent to repurchase. Jurnal Manajemen, 24(3), 481–496. https://doi.org/10.24912/jm.v24i3.680
Khayer, A., & Bao, Y. (2019). The continuance usage intention of Alipay: integrating context-awareness and technology continuance theory (TCT). The Bottom Line, 32(3), 211–229. https://doi.org/10.1108/BL-07-2019-0097
Kilani, A. A. Z., Kakeesh, D. F., Weshah, G. A. A., & Debei, M. M. A. (2023). Consumer post-adoption of e-wallet: An extended UTAUT2 perspective with trust. Journal of Open Innovation: Technology, Market, and Complexity, 9(3), 1–16. https://doi.org/10.1016/j.joitmc.2023.100113
Kumar, A., Haldar, P., & Chaturvedi, S. (2024). Factors influencing intention to continue use of e-wallet: mediating role of perceived usefulness. Vilakshan – XIMB Journal of Management, 22(1), 45–61. https://doi.org/10.1108/XJM-12-2023-0243
Kurniawan, A. C., Rachmawati, N. L., Ayu, M. M., Ong, A. K. S., & Redi, A. A. N. P. (2024). Determinants of satisfaction and continuance intention towards online food delivery service users in Indonesia post the COVID-19 pandemic. Heliyon, 10(1), 1–21. https://doi.org/10.1016/j.heliyon.2023.e23298
Larassita, N., Razati, G., & Sulastri, S. (2019). Apakah perceived usefulness dapat meningkatkan continuance intention? Journal of Business Management Education, 4(1), 13–24. https://doi.org/10.17509/jbme.v4i1.15887
Laurence, S., & Candiwan. (2020). The Role of Trust Continuance Usage Intention: of Mobile Payment with Gender as Moderation. Jurnal Ilmiah Ekonomi Dan Bisnis, 13(1), 64–73. https://doi.org/10.51903/e-bisnis.v13i1.170
Liao, C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT). International Journal of Information Management, 29(4), 309–320. https://doi.org/10.1016/j.ijinfomgt.2009.03.004
Liu, H., Shao, M., Liu, X., & Zhao, L. (2021). Exploring the influential factors on readers’ continuance intentions of e-book apps: personalization, usefulness, playfulness, and satisfaction. Frontier in Psychology, 12, 1–11. https://doi.org/10.3389/fpsyg.2021.640110
Malhotra, N. K. (2020). Marketing Research: An Applied Orientation (7th ed.). Pearson Education.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. Journal of Strategic Information Systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
Mishra, A., Shukla, A., Rana, N. P., Currie, W. L., & Dwivedi, Y. K. (2023). Re-examining post-acceptance model of information systems continuance: A revised theoretical model using MASEM approach. International Journal of Information Management, 68, 1–13. https://doi.org/10.1016/j.ijinfomgt.2022.102571
Mujilan, & Mongilala, M. S. (2024). Faktor yang mempengaruhi niat penggunaan layanan e-wallet ShopeePay. Jurnal Nominal Barometer Riset Akuntansi Dan Manajemen, 13(2), 170–180. https://doi.org/10.21831/nominal.v13i2.65577
Oloveze, A. O., Okonkwo, R. V. O., Nwachukwu, C. P., Ogbonna, C., & Chukwuoyims, K. (2022). User behaviour on continuance intention to use m-commerce in African context: mediating effect of perceived value. LBS Journal of Management & Research, 20(1/2), 21–33. https://doi.org/10.1108/LBSJMR-05-2022-0018
Rahi, S., Khan, M. M., & Alghizzawi, M. (2021). Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention. International Journal of Quality & Reliability Management, 38(4), 986–1004. https://doi.org/10.1108/IJQRM-03-2020-0074
Rahman, S., Viet, B. N., Nguyen, Y. T. H., & Kamran, S. (2024). Promoting fintech: driving developing country consumers’ mobile wallet use through gamification and trust. International Journal of Bank Marketing, 42(5), 841–869. https://doi.org/10.1108/IJBM-01-2023-0033
Roscoe, J. T. (1975). Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). Holt, Rinehart and Winston, Inc.
Savitha, B., Hawaldar, I. T., & Kumar, N. (2022). Continuance intentions to use fintech peer-to-peer payments apps in India. Heliyon, 8(11), 1–11. https://doi.org/10.1016/j.heliyon.2022.e11654
Sekaran, U., & Bougie, R. (2020). Research methods for business: a skill-building approach (8th ed.). Wiley.
Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management, 44, 65–75. https://doi.org/10.1016/j.ijinfomgt.2018.09.013
Sholihah, E., & Ariyani, D. (2023). Intensi kontinuitas penggunaan digital payment: peran mahasiswa sebagai warga keuangan digital. Jurnal Manajemen Dan Bisnis Jayakarta, 4(2), 73–84. https://doi.org/10.53825/jmbjayakarta.v4i02.157
Singh, N., & Sinha, N. (2020). How perceived trust mediates merchant’s intention to use a mobile wallet technology. Journal of Retailing and Customer Services, 52, 1–13. https://doi.org/10.1016/j.jretconser.2019.101894
Song, R., & Zheng, Y. (2024). Predicting continuance intention to use learning management systems among undergraduates: the moderating effect of intrinsic motivation. Sage Open, 14(3), 1–20. https://doi.org/10.1177/21582440241271319
Talwar, S., Dhir, A., Khalil, A., Mohan, G., & Islam, A. K. M. N. (2020). Point of adoption and beyond. Initial trust and mobile-payment continuation intention. Journal of Retailing and Consumer Services, 55, 1–12. https://doi.org/10.1016/j.jretconser.2020.102086
Umam, M. K., & Puspawati, D. (2024). Continuance use intention in the use of e-wallets by using the expectation confirmation model through e-satisfaction. Dinasti International Journal of Economics, Finance, & Accounting, 5(5), 4815–4827. https://doi.org/10.38035/dijefa.v5i5
Visakha, M. D., & Keni, K. (2022). The impact of security and perceived ease of use on reuse intention of e-wallet users in Jakarta: the mediating role of e-satisfaction. 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities, 36–42. https://doi.org/10.2991/assehr.k.220404.007
Wardhana, A. (2024). Consumer Behavior in the Digital Era 4.0 (1st ed.). Eureka Media Aksara.
Wijaya, J., & Nawawi, M. T. (2023). Pengaruh Perceived Quality dan Usefulness terhadap Continuance Usage Intention Melalui Customer Satisfaction (Studi Kasus pada Grabfood). Jurnal Manajerial Dan Kewirausahaan, 5(3), 658–667. https://doi.org/10.24912/jmk.v5i3.25402
Yang, H., Cai, J., Yang, H. H., & Wang, X. (2023). Examining key factors of beginner’s continuance intention in blended learning in higher education. Journal of Computing in Higher Education, 35, 126–143. https://doi.org/10.1007/s12528-022-09322-5
Zhao, Y., & Bacao, F. (2020). What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period? International Journal of Hospitality Management, 91, 1–12. https://doi.org/10.1016/j.ijhm.2020.102683
DOI: http://dx.doi.org/10.30813/bmj.v21i2.8951
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Business Management Journal

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
BUNDA MULIA PRESS
PROGRAM STUDI MANAJEMEN
Lantai 3, Ruang Akademik Program Studi Manajemen - Universitas Bunda Mulia
Jl. Lodan Raya No. 2, Ancol – Jakarta Utara 14430, Indonesia
Telp: +62 21 692 9090 ext.1364
Email: tannia@bundamulia.ac.id
BUSINESS MANAGEMENT JOURNAL







