The Role of Trust on the Continuance Usage Intention of Indonesian Mobile Payment Application
Keywords:
mobile payment, continuance intention, trust, gender, perceived risk
Abstract
Mobile payment is a fascinating innovation, developed by the banking and fintech industries. It is growing very fast, shadowing the popularity of smartphones in Indonesia. However, the continuance usage intention of mobile payment still needs to be determined. Based on prior studies, this study investigates trust as an important factor in promoting the m-payment continuance usage intention.Furthermore, drawing upon the innovation diffusion theory, the study uses the model by Shao et al. (2019) to investigate the antecedents of trust: mobility, customization, security, and reputation, and analyzes the moderating effect of gender on the relationship between trust and its antecedents. It also examines the impact of trust on the perceived risk and continuance intention; and the perceived risk on the continuance intention. The postulated links between the variables were tested using a survey design. With 225 respondents who are e-wallet users in Indonesia, the study finds a positive effect of reputation, security, and customization on trust. Trust positively influences continuance intention, while the link between trust and perceived risk is negative. Compared to the previous study by Shao et al. (2019), the current study finds insignificant relationships between mobility and trust, as well as between the perceived risk and continuance intention. Furthermore, there was no moderating effect of gender on the relationship between trust and its antecedents.
References
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Köster, A., Matt, C., & Hess, T. (2016). Carefully choose your (payment) partner: How payment provider reputation influences m-commerce transactions. Electronic Commerce Research and Applications, 15, 26–37. https://doi.org/10.1016/j.elerap.2015.11.002
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Budiarani,V. H., Maulidan, R., Setianto, D. P. & Widayanti, I. (2022). THE KANO MODEL: HOW THE PANDEMIC INFLUENCES CUSTOMER SATISFACTION WITH DIGITAL WALLET SERVICE IN INDONESIA. Journal of Indonesian Economy and Business, 36(1), 68-82. https://doi.org/10.22146/jieb.59879
Cao, X., Yu, L., Liu, Z., Gong, M., & Adeel, L. (2018). Understanding mobile payment users' continuance intention: a trust transfer perspective. Internet Research, 28(2), 456–476. https://doi.org/10.1108/IntR-11-2016-0359
Chandra, S., Srivastava, S. C., & Theng, Y.-L. (2010). Evaluating the Role of Trust in Consumer Adoption of Mobile Payment Systems: An Empirical Analysis. Communications of the Association for Information Systems, 27(1), 561–588. https://doi.org/10.17705/1cais.02729
Chawla, D., & Joshi, H. (2020). The moderating role of gender and age in the adoption of mobile wallet. Foresight, 22(4), 483–504. https://doi.org/10.1108/FS-11-2019-0094
Chong, A. Y. L., Chan, F. T. S., & Ooi, K. B. (2012). Predicting consumer decisions to adopt mobile commerce: Cross country empirical examination between China and Malaysia. Decision Support Systems, 53(1), 34–43. https://doi.org/10.1016/j.dss.2011.12.001
Dahlberg, T., Guo, J., & Ondrus, J. (2015). A critical review of mobile payment research. Electronic Commerce Research and Applications, 14(5), 265–284. https://doi.org/10.1016/j.elerap.2015.07.006
Dahlberg, T., Mallat, N., & Öörni, A. (2003). Trust enhanced technology acceptance model - consumer acceptance of mobile payment solutions: Tentative evidence. Stockholm Mobility Roundtable, 22-23.
Garson, G. D. (2016). Single User License . Do not copy or post. Single User License . Do not copy or post . https://www.smartpls.com/resources/ebook_on_pls-sem.pdf
Henseler, J., Hubona, G., & Ray, P. A. (2016a). Using PLS path modeling in new technology research: Updated guidelines. Industrial Management and Data Systems, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
Henseler, J., Ringle, C. M., & Sarstedt, M. (2016b). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33(3), 405–431. https://doi.org/10.1108/IMR-09-2014-0304
Hootsuite, & We Are Social. (2020). Digital Indonesia. https://andi.link/hootsuite-we-are-social-indonesian-digital-report-2020/
Hoy, M., & Milne, G. (2013). Gender Differences in Privacy-Related Measures for Young Adult Facebook Users. Retrieved from Tandfonline: https://www.tandfonline.com/doi/abs/10.1080/15252019.2010.10722168
Hu, L.-T. and Bentler, P.M. (1998), "Fit Indices in Covariance Structure Modeling: Sensitivity to Underparameterized Model Misspecification", Psychological Methods, Vol. 3, No. 4, pp. 424-453.
Huang, L., Ba, S., & Lu, X. (2014). Building online trust in a culture of confucianism: The impact of process flexibility and perceived control. ACM Transactions on Management Information Systems, 5(1), 4:1-4:23. https://doi.org/10.1145/2576756
Iacurci, G. (2020, January 15). Electronic payments usage is up, but comes with privacy issues for consumers. CNBC. https://www.cnbc.com/2020/01/15/digital-payments-usage-is-up-but-comes-with-consumer-privacy-issues.html
IPrice & App Annie. (2020). Top E-wallet in Indonesia Q2 2019-2020. https://marketinginasia.com/2020/08/19/top-e-wallet-in-indonesia-q2-2019-2020/
Jakpat Survey Report. (2018). Cashless Payment: Extended usage of Go-Pay and Ovo. Jajak Pendapat. https://blog.jakpat.net/cashless-payment-extended-usage-of-go-pay-and-Ovo-survey-report/
Jakpat Survey Report. (2019). Indonesia Digital Wallet Trend 2019 – JAKPAT Survey Report. https://blog.jakpat.net/indonesia- digital-wallet-trend-2019-jakpat-survey-report
Jakpat Survey Report. (2020). Indonesia Digital Wallet Trend 1st Semester of 2020 - JAKPAT Survey Report. Jajak Pendapat. https://blog.jakpat.net/indonesia-digital-wallet-trend-1st-semester-of-2020-jakpat-survey-report/
Kalinić, Z., Liébana-Cabanillas, F. J., Muñoz-Leiva, F., & Marinković, V. (2020). The moderating impact of gender on the acceptance of peer-to-peer mobile payment systems. International Journal of Bank Marketing, 38(1), 138–158. https://doi.org/10.1108/IJBM-01-2019-0012
Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors influencing the intention to use mobile payment. Computers in Human Behavior, 26(3), 310–322. https://doi.org/10.1016/j.chb.2009.10.013
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283–311. https://doi.org/10.1111/j.1365-2575.2007.00269.x
Kim, K. K., & Prabhakar, B. (2004). Initial Trust and the Adoption of B2C e-Commerce: The Case of Internet Banking. Data Base for Advances in Information Systems, 35(2), 50–64. https://doi.org/10.1145/1007965.1007970
Kim, Y.-M. (2010). Gender role and the use of university library website resources:A social cognitive theory perspective. Journal of Information Science, 603-617.
Köster, A., Matt, C., & Hess, T. (2016). Carefully choose your (payment) partner: How payment provider reputation influences m-commerce transactions. Electronic Commerce Research and Applications, 15, 26–37. https://doi.org/10.1016/j.elerap.2015.11.002
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information and Management, 41(3), 377–397. https://doi.org/10.1016/j.im.2003.08.004
Leong, C. M., Tan, K. L., Puah, C. H., & Chong, S. M. (2021). Predicting mobile network operators users m-payment intention. European Business Review, 33(1), 104–126. https://doi.org/10.1108/EBR-10-2019-0263
Leon, S. (2018). Service mobile apps: a millennial generation perspective. Industrial Management & Data System, Vol. 118, No. 9, 1837-1850.
Li, X. (2004). Informational cascades in IT adoption. In Communications of the ACM (Vol. 47, Issue 4, pp. 93–97). https://doi.org/10.1145/975817.975824
Liébana-Cabanillas, F., Muñoz-Leiva, F., & Sànchez-Fernández, J. (2018). A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment. Serv Bus, 25-64.
Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2014). Antecedents of the adoption of the new mobile payment systems: The moderating effect of age. Computers in Human Behavior, 35, 464–478. https://doi.org/10.1016/j.chb.2014.03.022
Lin, X., Featherman, M., & Sarker, S. (2017). Understanding factors affecting users' social networking site continuance: A gender difference perspective. Information and Management, 54(3), 383–395. https://doi.org/10.1016/j.im.2016.09.004
Linck, K., Pousttchi, K., & Wiedemann, D. G. (2006). SECURITY ISSUES IN MOBILE PAYMENT FROM THE. 14th European Conference on Information Systems (ECIS 2006), Goteborg, Schweden, May, 1–11.
Lu, Y., Chau, M., & Chau, P. Y. K. (2017). Are sponsored links effective? Investigating the impact of trust in search engine advertising. ACM Transactions on Management Information Systems, 7(4), 12:1-12:33. https://doi.org/10.1145/3023365
Lu, Y., Yang, S., Chau, P. Y. K., & Cao, Y. (2011). Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective. Information and Management, 48(8), 393–403. https://doi.org/10.1016/j.im.2011.09.006
Ma, Y. (2021). Breakdown of mobile payment users in China 2020, by gender. https://www.statista.com/statistics/1147655/china- gender-distribution-of-mobile-payment-users/
McKnight, H. D., 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
McKnight, H. D., Cummings, L. L., & Chervany, N. L. (1998). Initial Trust Formation in New Organizational Relationship. The Academy of Management Review, 473-490.
MDI Ventures, & Mandiri Sekuritas. (2017). Mobile Payments in Indonesia: Race to Big Data Domination. https://www.mdi.vc/mobilepaymentindonesia.pdf
Ming, K. L. Y. & Jais, M. (2022). Factors Affecting the Intention to Use E-Wallets During the COVID-19 Pandemic. Gadjah Mada International Journal of Business, 24(1), 82-100. https://doi.org/10.22146/gamaijb.64708
Nidumolu, S. R., & Knotts, G. W. (1998). The effects of customizability and reusability on perceived process and competitive performance of software firms. MIS Quarterly: Management Information Systems, 22(2), 105–128. https://doi.org/10.2307/249392
Nurhayati-Wolff, H. (2020). Number of Smartphone Users in Indonesia from 2015 to 2025. Statista. https://www.statista.com/statistics/266729/smartphone-users-in-indonesia/
Oliveira, T., Faria, M., Thomas, M. A., & Popovič, A. (2014). Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM. International Journal of Information Management, 34(5), 689–703. https://doi.org/10.1016/j.ijinfomgt.2014.06.004
Pavlou, P. A., & Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37–59. https://doi.org/10.1287/isre.1040.0015
Ramadan, R., & Aita, J. (2018). A model of mobile payment usage among Arab consumers. International Journal of Bank Marketing, 36(7), 1213–1234. https://doi.org/10.1108/IJBM-05-2017-0080
Rogers, E. M. (2003). Diffusion of Innovation. Simon Schuster.
Rogers, E. M. (1995). Diffusion of Innovation 4th ed. New York: Simon Schuter.
Sánchez-Franco, M. (2006). Exploring the influence of gender on the web usage via partial least squares. Behaviour & Information Technology, 19-36.
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Published
2024-05-02
How to Cite
Ansori, A. D., & Nugroho, S. S. (2024). The Role of Trust on the Continuance Usage Intention of Indonesian Mobile Payment Application. Gadjah Mada International Journal of Business, 26(2), 233-259. Retrieved from https://journal.ugm.ac.id/v3/gamaijb/article/view/14792
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Articles
Gadjah Mada International Journal of Business by Master of Business Administration, Faculty Economics and Business, Universitas Gadjah Mada is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
