CUSTOMER SATISFACTION OF E-WALLET USER: THE ROLE OF TRUST IN THE INFORMATION SYSTEM SUCCESS MODEL

• Main Author: Rahadiyan Chalik, Fariq
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/54757
• Institution: Institut Teknologi Bandung

E-Wallet is one of the financial technology (Fintech) products. In Indonesia, e-wallet is still in the growing stage. Many e-wallet providers are attracted to join the market every year. Because of this, competition between e-wallet becomes tighter, and they are focusing on customer acquisition. Promotion is launched, much cash burning in making the promotion. However, cash-burning does not guarantee customers to stay used in one e-wallet. Customer satisfaction is considered as an important key element of success and continuous use in information systems and e-commerce contexts. This study aims to investigate customer satisfaction from e-wallet in Indonesia, focuses on the trust role, and extends the role of trust into mediating variables. This study is conducted in Indonesia, and data collected through an online questionnaire. The respondents must be e-wallet users and aged 17 years and above. The model of this study was adopted from Geebren et al. (2021), which developed Delone and McLean information system success model. This study uses Structural Equation Modeling with Partial Least Squares (PLS-SEM) to analyze the data. The study found that factors that influence customer satisfaction are trust, system quality, information quality, service quality, and structural assurance. This research finds that trust positively affects customer satisfaction, and trust plays a vital role in customer satisfaction. Also, find that trust fully mediates the relationship between information quality, structural assurance, and customer satisfaction. Trust also partially mediates the relationship between system quality, service quality, and customer satisfaction. Furthermore, trust obtains a new perspective and found that trust plays a vital role in customer satisfaction. Moreover, for e-wallet service providers, this research could be a reference since customer satisfaction is a key in success and continuity use in the e-commerce context. Thus, this study suggested that e-wallet providers could consider enhancing customer satisfaction. Improvement in system, service, and security could lead to increasing the customer satisfaction level. As trust plays an important role in customer satisfaction, e-wallet providers should keep the customer's trustworthiness.