Date Log
Submitted
7 July 2022
Accepted
7 September 2022
Published
12 December 2022
How Perceived Security Influences Continuance Intention to Use Mobile Wallet
Corresponding Author(s) : Cut Aprilia
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 9 No. 2 (2022): December
Abstract
This study's primary goal is to examine the effect of perceived security on mobile wallet users’ continuance intention using the Cognitive Model. A survey was conducted, and 230 responses from mobile wallet users were collected through the distribution of online-questionnaire. The data was analyzed using Partial Least Square- Structural Equation Model (PLS-SEM). This study revealed that perceived security directly correlates with satisfaction and attitude but not with users’ continuance intention. However, perceived safety still has a critical role in users’ decision to continue using the mobile wallet since this study found that satisfaction and attitude lead to users’ continuance intention. Moreover, happiness is also the predictor of users’ perspectives.
Keywords
Perceived Security
Satisfaction
Attitude
Continuance Intention
Cognitive Model
Aprilia, C., & Amalia, R. (2022). How Perceived Security Influences Continuance Intention to Use Mobile Wallet. Jurnal Minds: Manajemen Ide Dan Inspirasi, 9(2), 271–288. https://doi.org/10.24252/minds.v9i2.30083
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References
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Abdul-Halim, N. A., Vafaei-Zadeh, A., Hanifah, H., Teoh, A. P., & Nawaser, K. (2021). Understanding the determinants of e-wallet continuance usage intention in Malaysia. Quality and Quantity, 0123456789. https://doi.org/10.1007/s11135-021-01276-7
Abu Salim, T., El Barachi, M., Onyia, O. P., & Mathew, S. S. (2021). Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention. Information Technology and People, 34(1), 147–177. https://doi.org/10.1108/ITP-06-2019-0300
Aggarwal, A., & Rahul, M. (2018). The effect of perceived security on consumer purchase intensions in electronic commerce. International Journal of Public Sector Performance Management, 4(1), 1–20. https://doi.org/10.1504/IJPSPM.2018.088691
Bae, K., Han, D., & Sohn, H. (2012). Importance of access to finance in reducing income inequality and poverty level. International Review of Public Administration, 17(1), 55–77. https://doi.org/10.1080/12264431.2012.10805217
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation- Confirmation Model. MIS Quarterly, 25(3), 351–370.
Bhattacherjee, A., Perols, J., & Sanford, C. (2008). Information technology continuance: A theoretic extension and empirical test. Journal of Computer Information Systems, 49(1), 17–26. https://doi.org/10.1080/08874417.2008.11645302
Bhwana, P. G. (2021, January). E-Wallet is the Most Popular Digital Payment in 2021, Report Shows - News En.tempo.co. Tempo.Co.
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
Chen, L. Y. (2013). Antecedents of customer satisfaction and purchase intention with mobile shopping system use. International Journal of Services and Operations Management, 15(3), 259–274. https://doi.org/10.1504/IJSOM.2013.054442
Cheng, P., OuYang, Z., & Liu, Y. (2019). Understanding bike sharing use over time by employing extended technology continuance theory. Transportation Research Part A: Policy and Practice, 124(May), 433–443. https://doi.org/10.1016/j.tra.2019.04.013
Chi, T. (2018). Mobile Commerce Website Success: Antecedents of Consumer Satisfaction and Purchase Intention. Journal of Internet Commerce, 17(3), 189–215. https://doi.org/10.1080/15332861.2018.1451970
Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297. https://doi.org/10.1016/S0278-4319(01)00006-8
Daily Social. (2021). Fintech Report 2021 - The Convergence of (Digital) Financial Services. DSResearch.
Daragmeh, A., Sági, J., & Zéman, Z. (2021). Continuous intention to use e-wallet in the context of the covid-19 pandemic: Integrating the health belief model (hbm) and technology continuous theory (tct). Journal of Open Innovation: Technology, Market, and Complexity, 7(2). https://doi.org/10.3390/joitmc7020132
Davis, F. D. (1980). Perceived Usefulness, Perceived Ease of Use,and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.5962/bhl.title.33621
de Luna, I. R., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2019). Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied. Technological Forecasting and Social Change, 146(October 2017), 931–944. https://doi.org/10.1016/j.techfore.2018.09.018
Entrust. (2022). THE GREAT PAYMENTS DISRUPTION.
Fajar, A. (2022, March). Antisipasi Serangan Siber, DANA Tingkatkan Sistem Keamanan - Gizmologi. Gizmologi.Id.
Fan, J., Shao, M., Li, Y., & Huang, X. (2018). Understanding users’ attitude toward mobile payment use: a comparative study between China and the U.S. Jing. Industrial Management & Data Systems, 118(3), 524–540. https://doi.org/10.1108/imds-06-2017-0268
Fernandez, M. N. (2020, September). GoPay Luncurkan Layanan Keamanan Terbaru. Bisnis.Com.
Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. In Addison-Wesley, Reading, MA (pp. 335–383).
Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033. https://doi.org/10.1108/JEIM-10-2018-0237
Garrouch, K. (2021). Does the reputation of the provider matter? A model explaining the continuance intention of mobile wallet applications. Journal of Decision Systems, 30(2–3), 150–171. https://doi.org/10.1080/12460125.2020.1870261
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian). Jurnal Minds: Manajemen Ide Dan Inspirasi. https://doi.org/10.24252/minds.v6i2.9503
Gupta, A., Yousaf, A., & Mishra, A. (2020a). How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model. International Journal of Information Management, 52(April 2019), 102094. https://doi.org/10.1016/j.ijinfomgt.2020.102094
Gupta, A., Yousaf, A., & Mishra, A. (2020b). How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model. International Journal of Information Management, 52(January 2020), 102094. https://doi.org/10.1016/j.ijinfomgt.2020.102094
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). https://doi.org/10.1108/EBR-11-2018-0203
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning. https://doi.org/10.1002/9781119409137.ch4
Hassan, M. A., Shukur, Z., Hasan, M. K., & Al-Khaleefa, A. S. (2020). A review on electronic payments security. Symmetry, 12(8), 1–24. https://doi.org/10.3390/sym12081344
Hepola, J., Leppäniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57(December 2019). https://doi.org/10.1016/j.jretconser.2020.102232
Jiaxin Zhang, J., Luximon, Y., & Song, Y. (2019). The role of consumers’ perceived security, perceived control, interface design features, and conscientiousness in continuous use of mobile payment services. Sustainability (Switzerland), 11(23). https://doi.org/10.3390/su11236843
Johnson, V. L., Kiser, A., Washington, R., & Torres, R. (2018). Limitations to the rapid adoption of M-payment services: Understanding the impact of privacy risk on M-Payment services. Computers in Human Behavior, 79, 111–122. https://doi.org/10.1016/j.chb.2017.10.035
Khalilzadeh, J., Ozturk, A. B., & Bilgihan, A. (2017). Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior, 70, 460–474. https://doi.org/10.1016/j.chb.2017.01.001
Khayer, A., & Bao, Y. (2019). The continuance usage intention of Alipay: Integrating context-awareness and technology continuance theory (TCT). Bottom Line, 32(3), 211–229. https://doi.org/10.1108/BL-07-2019-0097
Kumar, A., Adlakaha, A., & Mukherjee, K. (2018). The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country. International Journal of Bank Marketing, 36(7), 1170–1189. https://doi.org/10.1108/IJBM-04-2017-0077
Lai, P. C., & Liew, E. J. Y. (2021). Towards a Cashless Society: The Effects of Perceived Convenience and Security on Gamified Mobile Payment Platform Adoption. Australasian Journal of Information Systems, 25, 1–25. https://doi.org/10.3127/AJIS.V25I0.2809
Lee, J. M., & Kim, H. J. (2020). Determinants of adoption and continuance intentions toward Internet-only banks. International Journal of Bank Marketing, 38(4), 843–865. https://doi.org/10.1108/IJBM-07-2019-0269
Liao, C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT). International Journal of Information Management, 29(4), 309–320. https://doi.org/10.1016/j.ijinfomgt.2009.03.004
Lim, S. H., Kim, D. J., Hur, Y., & Park, K. (2019). An Empirical Study of the Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services. International Journal of Human-Computer Interaction, 35(10), 886–898. https://doi.org/10.1080/10447318.2018.1507132
Loo, M. (2010). Attitudes and Perceptions towards Islamic Banking among Muslims and Non-Muslims in Malaysia: Implications for Marketing to Baby Boomers and X-Generation. International Journal of Arts and Sciences, 3(13), 453–485.
Massi, M., Sullivan, G., Straub, M., & Khan, M. (2019, May). How Cashless Payments Help Economies Grow. Boston Consulting Group.
Mombeuil, C. (2020). An exploratory investigation of factors affecting and best predicting the renewed adoption of mobile wallets. Journal of Retailing and Consumer Services, 55(February), 102127. https://doi.org/10.1016/j.jretconser.2020.102127
Mulyawan, A. (2020, October). Perkuat Keamanan, ShopeePay Hadirkan Fitur Rekognisi Wajah dan Sidik Jari. Kompas.Com.
Nurhayati-Wolff, H. (2021). • Indonesia: digital wallet active users 2020 | Statista. In Statista.
Oertzen, A. S., & Odekerken-Schröder, G. (2019). Achieving continued usage in online banking: a post-adoption study. International Journal of Bank Marketing, 37(6), 1394–1418. https://doi.org/10.1108/IJBM-09-2018-0239
Ogedengbe, A. F., & Abdul-Talib, Y. Y. (2020). Factors influencing electronic banking continuance usage intention in developing economies : a study of Nigeria. International Journal of Business Information System, 35(1).
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460. https://doi.org/10.2307/3150499
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill.
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References
Abdul-Halim, N. A., Vafaei-Zadeh, A., Hanifah, H., Teoh, A. P., & Nawaser, K. (2021). Understanding the determinants of e-wallet continuance usage intention in Malaysia. Quality and Quantity, 0123456789. https://doi.org/10.1007/s11135-021-01276-7
Abu Salim, T., El Barachi, M., Onyia, O. P., & Mathew, S. S. (2021). Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention. Information Technology and People, 34(1), 147–177. https://doi.org/10.1108/ITP-06-2019-0300
Aggarwal, A., & Rahul, M. (2018). The effect of perceived security on consumer purchase intensions in electronic commerce. International Journal of Public Sector Performance Management, 4(1), 1–20. https://doi.org/10.1504/IJPSPM.2018.088691
Bae, K., Han, D., & Sohn, H. (2012). Importance of access to finance in reducing income inequality and poverty level. International Review of Public Administration, 17(1), 55–77. https://doi.org/10.1080/12264431.2012.10805217
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation- Confirmation Model. MIS Quarterly, 25(3), 351–370.
Bhattacherjee, A., Perols, J., & Sanford, C. (2008). Information technology continuance: A theoretic extension and empirical test. Journal of Computer Information Systems, 49(1), 17–26. https://doi.org/10.1080/08874417.2008.11645302
Bhwana, P. G. (2021, January). E-Wallet is the Most Popular Digital Payment in 2021, Report Shows - News En.tempo.co. Tempo.Co.
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
Chen, L. Y. (2013). Antecedents of customer satisfaction and purchase intention with mobile shopping system use. International Journal of Services and Operations Management, 15(3), 259–274. https://doi.org/10.1504/IJSOM.2013.054442
Cheng, P., OuYang, Z., & Liu, Y. (2019). Understanding bike sharing use over time by employing extended technology continuance theory. Transportation Research Part A: Policy and Practice, 124(May), 433–443. https://doi.org/10.1016/j.tra.2019.04.013
Chi, T. (2018). Mobile Commerce Website Success: Antecedents of Consumer Satisfaction and Purchase Intention. Journal of Internet Commerce, 17(3), 189–215. https://doi.org/10.1080/15332861.2018.1451970
Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297. https://doi.org/10.1016/S0278-4319(01)00006-8
Daily Social. (2021). Fintech Report 2021 - The Convergence of (Digital) Financial Services. DSResearch.
Daragmeh, A., Sági, J., & Zéman, Z. (2021). Continuous intention to use e-wallet in the context of the covid-19 pandemic: Integrating the health belief model (hbm) and technology continuous theory (tct). Journal of Open Innovation: Technology, Market, and Complexity, 7(2). https://doi.org/10.3390/joitmc7020132
Davis, F. D. (1980). Perceived Usefulness, Perceived Ease of Use,and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.5962/bhl.title.33621
de Luna, I. R., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2019). Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied. Technological Forecasting and Social Change, 146(October 2017), 931–944. https://doi.org/10.1016/j.techfore.2018.09.018
Entrust. (2022). THE GREAT PAYMENTS DISRUPTION.
Fajar, A. (2022, March). Antisipasi Serangan Siber, DANA Tingkatkan Sistem Keamanan - Gizmologi. Gizmologi.Id.
Fan, J., Shao, M., Li, Y., & Huang, X. (2018). Understanding users’ attitude toward mobile payment use: a comparative study between China and the U.S. Jing. Industrial Management & Data Systems, 118(3), 524–540. https://doi.org/10.1108/imds-06-2017-0268
Fernandez, M. N. (2020, September). GoPay Luncurkan Layanan Keamanan Terbaru. Bisnis.Com.
Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. In Addison-Wesley, Reading, MA (pp. 335–383).
Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033. https://doi.org/10.1108/JEIM-10-2018-0237
Garrouch, K. (2021). Does the reputation of the provider matter? A model explaining the continuance intention of mobile wallet applications. Journal of Decision Systems, 30(2–3), 150–171. https://doi.org/10.1080/12460125.2020.1870261
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian). Jurnal Minds: Manajemen Ide Dan Inspirasi. https://doi.org/10.24252/minds.v6i2.9503
Gupta, A., Yousaf, A., & Mishra, A. (2020a). How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model. International Journal of Information Management, 52(April 2019), 102094. https://doi.org/10.1016/j.ijinfomgt.2020.102094
Gupta, A., Yousaf, A., & Mishra, A. (2020b). How pre-adoption expectancies shape post-adoption continuance intentions: An extended expectation-confirmation model. International Journal of Information Management, 52(January 2020), 102094. https://doi.org/10.1016/j.ijinfomgt.2020.102094
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). https://doi.org/10.1108/EBR-11-2018-0203
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning. https://doi.org/10.1002/9781119409137.ch4
Hassan, M. A., Shukur, Z., Hasan, M. K., & Al-Khaleefa, A. S. (2020). A review on electronic payments security. Symmetry, 12(8), 1–24. https://doi.org/10.3390/sym12081344
Hepola, J., Leppäniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57(December 2019). https://doi.org/10.1016/j.jretconser.2020.102232
Jiaxin Zhang, J., Luximon, Y., & Song, Y. (2019). The role of consumers’ perceived security, perceived control, interface design features, and conscientiousness in continuous use of mobile payment services. Sustainability (Switzerland), 11(23). https://doi.org/10.3390/su11236843
Johnson, V. L., Kiser, A., Washington, R., & Torres, R. (2018). Limitations to the rapid adoption of M-payment services: Understanding the impact of privacy risk on M-Payment services. Computers in Human Behavior, 79, 111–122. https://doi.org/10.1016/j.chb.2017.10.035
Khalilzadeh, J., Ozturk, A. B., & Bilgihan, A. (2017). Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior, 70, 460–474. https://doi.org/10.1016/j.chb.2017.01.001
Khayer, A., & Bao, Y. (2019). The continuance usage intention of Alipay: Integrating context-awareness and technology continuance theory (TCT). Bottom Line, 32(3), 211–229. https://doi.org/10.1108/BL-07-2019-0097
Kumar, A., Adlakaha, A., & Mukherjee, K. (2018). The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country. International Journal of Bank Marketing, 36(7), 1170–1189. https://doi.org/10.1108/IJBM-04-2017-0077
Lai, P. C., & Liew, E. J. Y. (2021). Towards a Cashless Society: The Effects of Perceived Convenience and Security on Gamified Mobile Payment Platform Adoption. Australasian Journal of Information Systems, 25, 1–25. https://doi.org/10.3127/AJIS.V25I0.2809
Lee, J. M., & Kim, H. J. (2020). Determinants of adoption and continuance intentions toward Internet-only banks. International Journal of Bank Marketing, 38(4), 843–865. https://doi.org/10.1108/IJBM-07-2019-0269
Liao, C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT). International Journal of Information Management, 29(4), 309–320. https://doi.org/10.1016/j.ijinfomgt.2009.03.004
Lim, S. H., Kim, D. J., Hur, Y., & Park, K. (2019). An Empirical Study of the Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services. International Journal of Human-Computer Interaction, 35(10), 886–898. https://doi.org/10.1080/10447318.2018.1507132
Loo, M. (2010). Attitudes and Perceptions towards Islamic Banking among Muslims and Non-Muslims in Malaysia: Implications for Marketing to Baby Boomers and X-Generation. International Journal of Arts and Sciences, 3(13), 453–485.
Massi, M., Sullivan, G., Straub, M., & Khan, M. (2019, May). How Cashless Payments Help Economies Grow. Boston Consulting Group.
Mombeuil, C. (2020). An exploratory investigation of factors affecting and best predicting the renewed adoption of mobile wallets. Journal of Retailing and Consumer Services, 55(February), 102127. https://doi.org/10.1016/j.jretconser.2020.102127
Mulyawan, A. (2020, October). Perkuat Keamanan, ShopeePay Hadirkan Fitur Rekognisi Wajah dan Sidik Jari. Kompas.Com.
Nurhayati-Wolff, H. (2021). • Indonesia: digital wallet active users 2020 | Statista. In Statista.
Oertzen, A. S., & Odekerken-Schröder, G. (2019). Achieving continued usage in online banking: a post-adoption study. International Journal of Bank Marketing, 37(6), 1394–1418. https://doi.org/10.1108/IJBM-09-2018-0239
Ogedengbe, A. F., & Abdul-Talib, Y. Y. (2020). Factors influencing electronic banking continuance usage intention in developing economies : a study of Nigeria. International Journal of Business Information System, 35(1).
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460. https://doi.org/10.2307/3150499
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