Expanding the technology acceptance model with the inclusion of trust and mobility to assess e-wallet user behavior: Evidence from OVO consumers in Indonesia

Abstract

Abstract In view of the government’s demonetizing decision to make Indonesia a cashless society, this study aimed to discover the important factors influencing consumers’ attitudes and intentions in using the e-wallet payment system. The authors wanted to find out whether trust, mobility, easiness of use, and usefulness attract customers and encourage them for usage. The quantitative approach in this study was due to the practicality of interpretation and analysis of the data. The primary data was collected by conducting the survey through questionnaires that were sent to the respondents. To test the proposed research model, the authors collected data using a questionnaire survey from 286 OVO consumers in Jakarta. The research findings reveal that mobility is the weakest factor, and perceived usefulness is the strongest factor affecting the users’ attitudes and intention towards using the e-wallet payment system.