Abstract:
Purpose - The purpose of this study is to investigate the Switching Intention and
Actual Behavior of E-wallet users in Greater Jakarta with using Push-Pull and
Mooring model. The independent variable of this research are Low Efficiency,
Switching Cost, Personal Experience, Social Image, Security, and Alternative
Attractiveness. Switching Intention become a mediating variables from all of the
independent variables towards Actual Behavior of E-wallet usage.
Design/methodology/approach – There are 33 construct instruments that are
distributed to E-wallet users in Greater Jakarta. Using quantitative technique, this
research uses non-probability sampling. The sample collected consist of 357 valid
responses which come from E-wallet users’ who already use E-wallet other than
to pay for transportation (Go-pay, Ovo-Grab). Partial least squares - structural
equation modeling and bootstrapping conducted to check the validity, reliability
and the hypothesis testing.
Findings – Based on the result, it shows that Low Efficiency has no significant
influence towards Switching Intention. There’s a positive relation from Switching
Cost towards Switching Intention. Whereas, there’s no significant influence of
Personal Experience towards Switching Intention. However, there’s significant
influence from both Social Image and Security towards Switching Intention.
There’s also significant influence from Alternative Attractiveness towards
Switching Intention. Lastly, there’s a significant influence of Switching Intention
towards Actual Behavior.
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Value - The results gained from the study generates managerial implications
which later can be used for the E-wallet provider to improve their service, and
also the theoretical implication can be used for further research in the future.
