The Effect of Mobile Trust and Mobile Satisfaction on Electronic Word of Mouth and Intention to Use E-Wallets in West Java Province

R. Bambang Budhijana

doi:10.61860/jigp.v4i2.321

Authors

R. Bambang Budhijana Management Indonesia Banking School

DOI:

https://doi.org/10.61860/jigp.v4i2.321

Abstract

The rapid growth of digital financial services has transformed consumers’ payment behavior from cash-based transactions to mobile-based systems, making e-wallet adoption increasingly important in Indonesia’s digital economy. This study aims to analyse the influence of Mobile Trust and Mobile Satisfaction on Electronic Word of Mouth (E-WOM) and the Intention to Use e-wallet application. The method used was quantitative, with data collected through a g-form questionnaire survey involving 100 respondents from Generation Z aged 19 to 23 years in West Java Province. Measurements are made on a Likert scale of 1-6 to eliminate choices that lead to a central tendency. Processing is carried out with SmartPLS4.0. The results of the processing showed that Mobile Trust could be concluded to have a positive and significant impact on E-WOM, while Mobile Satisfaction did not show a significant effect. On the other hand, Perceived Risk was found to have a positive influence on the Intention to Use e-wallet, while Security significantly affected the E-WOM but did not affect the Intention to Use the e-wallet. This research emphasizes the importance of user trust in influencing decisions to share positive information about digital services. These findings provide insights for e-wallet providers to develop more effective marketing development strategies, with a focus on improving Mobile Trust and service security.

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