Exploring the determinants of sustainable interest to use e-wallet: The mediating role of customer satisfaction

Masaalah, Marabessy, Supriyanto, Achmad Sani ORCID: https://orcid.org/0000-0003-1519-3258, Ekowati, Vivin Maharani ORCID: https://orcid.org/0000-0001-6013-0630, Setiani, Setiani ORCID: https://orcid.org/0000-0002-7566-7358, Siswanto, Siswanto ORCID: https://orcid.org/0000-0003-0190-627X, Wicaksono, Ahmad Tibrizi Soni ORCID: https://orcid.org/0000-0001-8643-1351, Meylianingrum, Kurniawati ORCID: https://orcid.org/0000-0002-0814-7512 and Miranti, Titis ORCID: https://orcid.org/0000-0002-8720-3809 (2025) Exploring the determinants of sustainable interest to use e-wallet: The mediating role of customer satisfaction. Jurnal Aplikasi Bisnis dan Manajemen (JABM), 11 (3). pp. 789-803. ISSN 2460-7819

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Abstract

Background: The current rapid development of the times has created the birth of the evolution of payment instruments such as e-wallets. The evolution of this means of payment facilitates human activities in terms of transactions. The ease, convenience, speed, and benefits offered by Payment System Service Providers (PJSP) such as e-wallets can attract people's interest in adopting this system.
Purpose: This study examines the direct effects of perceived ease of use, perceived usefulness, and e-service quality on sustained e-wallet use in Jayapura City, with customer satisfaction as a mediator.
Design/methodology/approach: The research method adopted is quantitative, with an explanatory approach. The population in this study was the residents of Jayapura City, and the sampling technique was purposive, resulting in a sample size of 200 respondents. Data were collected via a questionnaire and then evaluated using SmartPLS v.4.1.0.6.
Findings/Result: The findings show that perceived convenience does not affect long-term interest in using e-wallets. Meanwhile, perceived benefits, e-service quality, and customer satisfaction favourably and significantly impact sustained e-wallet usage. These findings also demonstrate that customer satisfaction can mediate the relationship between perceived convenience, perceived benefits, and e-service quality regarding Jayapura City residents' sustained interest in utilizing e-wallets.
Conclusion: This study shows that the e-wallet payment system service provider can improve the services provided, increase the literacy of the people of Jayapura City regarding the operation of e-wallets and the urgency of using technology so that the people of Jayapura City are technology literate. In addition, the e-wallet should also be able to provide various promos that can attract the interest of the people of Jayapura City.
Originality/Value (State of The Art): The findings of this research are intended as evaluation material and a basis for decision-making by e-wallet applications regarding interest in adopting e-wallets.

Item Type:	Journal Article
Keywords:	perceived benefits; e-service quality; customer satisfaction; sustainable interest; e-wallet
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150305 Human Resources Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150310 Organisation and Management Theory 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150311 Organisational Behaviour 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150312 Organisational Planning and Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150502 Marketing Communications 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations) 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150504 Marketing Measurement 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1504 Commercial Services
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Vivin Maharani Ekowati
Date Deposited:	06 Jan 2026 15:50

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