Factors Influencing Continuance Usage of Mobile Wallets in Indonesia

This study identifies the factors that influence the continuance usage of mobile wallets and examines continuance usage of mobile wallets that have been registered with Bank Indonesia and issued by non-banks. The respondents were the Indonesian population that have used one of the mobile wallets, such as DOKU, Dompetku, Telkomsel Wallet (T-Cash), UNIK, GO-PAY, XL Tunal, or TrueMoney. The data were then analyzed with a structural equation modeling (SEM). The results of the data processing show that the factors influencing continuance usage of mobile wallets are trust, flow, and satisfaction. Furthermore, quality factors consist of system quality, service quality, and information quality, which affect trust and flow directly. Satisfaction is directly influenced by trust and indirectly by the previously mentioned quality factors. Thus, mobile wallet service providers must continue to improve the system quality, service quality, and information quality of their m-wallet applications. The trust factor also influences flow and satisfaction; thus, directly improving the quality can improve the user experience and user satisfaction.