The Influence of Perceived Ease of Use and Perceived Usefulness on E-Wallet Continuance Intention

Intervening Role of Customer Satisfaction


  • Michelle Olivia Petra Christian University
  • Nony Kezia Marchyta Petra Christian University



Perceived ease of use, perceived usefulness, customer satisfaction, continuance intention


The developments of information technology and the advent of new normal in Indonesia had transformed how transaction was conducted, increasing the importance of e-wallet. This study aimed to analyze the effect of perceived ease of use, perceived usefulness, and customer satisfaction on e-wallet continuance intention. This study focused on customers of e-wallets in Indonesia. This research was quantitative research with data collection used the purposive sampling technique. This sampling was conducted by distributing questionnaires to 97 e-wallet customers in Indonesia, with eight questionnaires being rejected due to unmet criteria. Partial Least Square Path Modeling (PLSPM) was used to test the hypotheses. The study found that perceived ease of use had a direct positive influence on continuance intention as well as an indirect positive influence on it through customer satisfaction as an intervening variable, perceived enjoyment did not directly influence continuance intention but had indirect positive influence on it through customer satisfaction as an intervening variable, and customer satisfaction positively influenced continuan­ce intention


Kemp, S., Digital 2020: Indonesia — DataReportal – Global Digital Insights, 2020, retrieved from on 01 April 2021.

Wijayanthi, I. M., Behavioral Intention of Young Consumers Towards E-Wallet Adoption: An Empirical Study Among Indonesian Users, Russian Journal of Agricultural and Socio-Economic Sciences, 85(1), 2019, pp. 79–93.

Amoroso, D. L. and Magnier-Watanabe, R., Building A Research Model for Mobile Wallet Consumer Adoption: The Case of Mobile Suica in Japan, Journal of Theoretical and Applied Electronic Commerce Research, 7(1), 2012, pp. 94–110.

Devita, D. V., E-wallet Lokal Masih Mendominasi Q2 2019-2020, 2020, retrieved from on 01 April 2021.

Aji, H.M., Berakon, I., and Husin, M.Md., COVID-19 and E-Wallet Usage Intention: A Multigroup Analysis between Indonesia and Malaysia, Cogent Business & Management, 7(1), 2020, pp. 1–16.

Trisnowati, Y., Muditomo, A., Manalu, E.P.S., Kesuma, Z., Adriana, D., and Dwiyani, R., The COVID-19 Pandemic’s Impact on Indonesia’s Electronic Retail Payment Transactions, Interna-tional Conference on Information Management and Technology (ICIMTech), 2020.

Nasution, L.N., Ramli, Sadalia, I., and Ruslan, D, How Fintech Conditions in Indonesia During the Covid-19 Pandemic?, International Proceeding of Law & Economic, 2020, pp. 46–50.

Amoroso. D. L. and Lim, R, The Mediating Effect of Habit on Continuance Intention, International Journal of Information Management, 37(6), 2017, pp. 693-702.

Limayem, M., Hirt, S. G., and Cheung, C. M. K., How Habit Limits The Predictive Power of Intention: The Case of Information Systems Continuance, MIS Quarterly: Management Information Systems, 31(4), 2007, pp. 705–737.

Phuong, N. N., Luan, L. T., Van Dong, V., and Le Nhat Khanh, N., Examining Customers’ Conti-nuance Intentions Towards E-Wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam, Journal of Asian Finance, Economics and Business, 7(9), 2020, pp. 505–516.

Juniwati, Pengaruh Perceived Ease of Use, Enjoyment, dan Trust terhadap Repurchase Intention dengan Customer Satisfaction sebagai Intervening pada Belanja Online (Studi pada Mahasiswa Universitas Tanjungpura Pontianak), Jurnal Ekonomi Bisnis dan Kewirausahaan, 4(1), 2015, pp. 140–156.

Rantung, H. M., Tumbuan, W. J. F. A., and Gunawan, E. M., The Determinants Influencing Behavioral Intention to Use E-Wallet During Covid-19 Pandemic in Manado, Jurnal EMBA, 8(4), 2020, pp. 352–360.

Amin, Md. K., Azhar, A., Amin, K., and Akter, A., Applying The Technology Acceptance Model in Examining Bangladeshi Consumer’s Behavioral Intention to Use Mobile Wallet: PLS-SEM Approach, 18th International Conference on Computer and Information Technology (ICCTT), Dhaka, 2015.

Moriuchi, E. and Takahashi, I., An Empirical Investigation of the Factors Motivating Japanese Repeat Consumer to Review Their Shopping Experiences, Journal of Business Research, 82, 2018, pp. 381–390.

Moriuchi, E., Okay, Google!: An Empirical Study on Voice Assistants on Consumer Engagement and Loyalty, Psychology & Marketing, 36(5), 2019, pp. 489–501.

Davis, D. F., Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology, Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology, 13(3), 1989, pp. 319–340.

Shang, D., and Wu, W., Understanding Mobile Shopping Consumers’ Continuance Intention, Industrial Management and Data Systems, 117(1), 2017, pp. 213–227.

Moslehpour, M., Pham, V. K., Wong, W. K., and Bilgiçli, I., E-Purchase Intention of Taiwanese Consumers: Sustainable Mediation of Perceived Usefulness and Perceived Ease of Use, Sustainability, 10(1), 2018, pp. 234.

Chi, T., Understanding Chinese Consumer Adoption of Apparel Mobile Commerce: An Extended TAM Approach, Journal of Retailing and Consumer Services, 44, 2018, pp. 274–284.

Hubert, M., Blut, M., Brock, C., Backhaus, C., and Eberhardt, T., Acceptance of Smartphone-Based Mobile Shopping: Mobile Benefits, Customer Characteristics, Perceived Risks, and the Impact of Application Context, Psychology and Marketing, 34(2), 2017, pp. 175–194.

Fungai, M., Factors Influencing Customer Repurchase Intention in the Fast Food Industry: A Case Study of Innscor Mutare, Zimbabwe, Business & Social Sciences Journal (BSSJ), 2(1), 2017, pp. 120–141.

Mensah, I., and Mensah, R. D., Effects of Service Quality and Customer Satisfaction on Repur¬chase Intention in Restaurants on University of Cape Coast Campus, Journal of Tourism, Heritage & Services Marketing, 4(1), 2018, pp. 27–36.

Hsu, C., and Lin, J. C., Electronic Commerce Research and Applications What Drives Purchase Intention for Paid Mobile Apps? An Expectation Confirmation Model with Perceived Value, Electronic Commerce Research and Applications, 14(1), 2015, pp. 46–57.

Amin, M., Rezaei, S., and Abolghasemi, M, User Satisfaction with Mobile Websites: The Impact of Perceived Usefulness (PU), Perceived Ease of Use (PEOU), and Trust, Nankai Business Review International, 5(3), 2014, pp. 258–274.

Bhattacherjee., Understanding Information Systems Continuance: An Expectation-Confirmation Model, MIS Quarterly,25(3), 2001, pp. 351–370.

Hamid, A. A., Razak, F. Z. A., Bakar, A. A., and Abdullah, W. S. W., The Effects of Perceived Usefulness and Perceived Ease of Use on Continuance Intention to Use E-Government, Procedia Economics and Finance, 35, 2016, pp. 644–649.

Ashfaq, M., Yun, J., Waheed, A., Khan, M. S., and Farrukh, M., Customers’ Expectation, Satis-faction, and Repurchase Intention of Used Products Online: Empirical Evidence from China, SAGE Open, 9(2), 2019, pp. 1–14.

Jaiswal, S. and Singh, A., Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction, Paradigm, 24(1), 2020, pp. 41–55.