Comprehensive Analysis of the Factors Affecting Continuance Intention in Using E-Payment Applications

Abstract

OVO is one of the e-payment systems that has succeeded in attracting the attention of users in the competition of the use of digital payment instruments in Indonesia. There are still many obstacles and problems experienced by users when using OVO, such as difficulties of getting cashback, difficulties of topping-up balance, and lack of response from the company. In consequence, these problems can decrease users’ intention in using OVO sustainably. This research was conducted to determine factors that influence the users' intention in using OVO continuously. The data collection method used in this study was questionnaires with a total of 400 respondents. The data analysis technique used was the Structural Equational Model (SEM) method. The results showed that trust was the factor that most affected the users' satisfaction, while confirmation least affected the users' satisfaction. It is concluded that the obstacles and problems experienced by users were affected by users' satisfaction in using OVO. However, many users still use OVO because of the application benefits and some external factors. Hence, the trust of the users can motivate users’ intention to use OVO sustainably.

Keywords: Continuance Intention, Satisfaction, E-payment, Self-Determination Theory, Expectation-Confirmation Theory