BUSINESS MANAGEMENT JOURNAL

Pada tahap awal penggunaan metode pembayaran digital, banyak aplikasi yang menawarkan diskon atau cashback dalam rangka meningkatkan adopsi teknologi tersebut. Namun, setelah masyarakat mengadopsi teknologi tersebut, nilai diskon atau cashback yang ditawarkan mengalami penurunan, sehingga promosi tersebut menjadi tidak menarik dan dapat menghambat intensi masyarakat untuk menggunakan aplikasi tersebut secara berkelanjutan. Oleh sebab itu, penelitian ini bertujuan untuk mempelajari faktor-faktor yang dapat memengaruhi intensi masyarakat untuk menggunakan aplikasi pembayaran digital secara berkelanjutan di Indonesia. Penelitian ini memilih sampel secara non-probabilitas dengan teknik convenience sampling. Selanjutnya, penelitian ini mengumpulkan data melalui kuesioner dari 181 responden. Data tersebut dianalisis dengan metode Partial Least Square – Structural Equation Modelling (PLS-SEM). Penelitian ini menunjukkan bahwa kegunaan yang dirasakan dan kepercayaan dapat mempengaruhi kepuasan pelanggan dan intensi untuk terus menggunakan aplikasi pembayaran digital secara positif dan signifikan. Konfirmasi tidak memengaruhi intensi tersebut secara signifikan, tetapi memengaruhi kepuasan pelanggan secara positif dan signifikan. Kepuasan pelanggan memengaruhi intensi tersebut secara positif dan signifikan, serta dapat memediasi pengaruh konfirmasi, kegunaan yang dipersepsikan, dan kepercayaan terhadap intensi tersebut.

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