Abstract:
This study investigates the switching intention and actual behavior of e-wallet users in Greater Jakarta by using the push-pull and mooring model. There were 33 constructs distributed in Greater Jakarta. Using a quantitative technique, this research used non-probability sampling. The samples collected consisted of 357 valid responses.
PLS-SEM and bootstrapping were conducted to check the validity, reliability, and hypothesis testing. Based on
the results, low efficiency and personal experience had no significant influence towards switching intention.
There was a significant influence from switching cost, social image, security, and alternative attractiveness
towards switching intention. Lastly, there was a significant influence of switching intention towards actual
behavior. The results gained from the study generated managerial and theoretical implications, which later can
be used for the e-wallet provider to improve its services.
