The path to sustainability begins with going paperless: Antecedents of intention to use electronic wallet using serial mediation approach

Abstract

The expansion of E-wallet service providers in Indonesia is quite encouraging. In its report, Bank of Indonesia indicated that 48 E-wallet services are lawful. This is consistent with the number of E-wallet transactions, where USD 1.5 billion were recorded in 2018 and this number is expected to increase in 2023. This statistic increases the researcher's motivation to investigate E-wallet acceptability in Indonesia. The intention to use e-wallets among Indonesian adults must be studied in order to comprehend adoption factors, identify user preferences, inform marketing strategies, promote financial inclusion, and inform policy and regulatory decisions. This cross-sectional quantitative study conducted in Indonesia aimed to examine the factors influencing the formation of an intention to use electronic wallets (E-Wallets). It focused on perceived ease of use, perceived trust, perceived risk, perceived usefulness, social influence, compatibility, facilitating conditions, and perception of new technology. While previous studies have explored factors influencing users' intention to adopt electronic wallets, few have explicitly focused on mediating factors in the Indonesian context. This study fills this gap by investigating the mediating factors that affect Indonesian users' intention to adopt electronic wallets. It enhances the understanding of the direct factors influencing users' intention and sheds light on the complex relationships of other factors (mediators) that explain the underlying dynamics of this phenomenon. The study analyzed data from 384 valid participants using partial least squares and structural equation modeling with Smart PLS 4.0. The findings revealed that e-wallet facilitating conditions, perceived usefulness, perceived trust, compatibility, perception of risk, and perception of new technology positively and significantly influenced users' intention to use e-wallets in Indonesia. However, social influence and ease of use did not have a positive impact on e-wallet adoption intention among the Indonesian sample. The implications of this study suggest that e-wallet providers should prioritize balancing ease of use and security in their systems. If an e-wallet system is perceived as too easy to use, it may raise concerns about safety and unauthorized access, negatively affecting users' intention to adopt electronic wallets. Therefore, e-wallet providers should ensure user-friendly systems that address security concerns. Future research should explore other factors related to e-wallet adoption and assess their long-term effects on users' intention to use and adopt e-wallets. Despite its limitations, this study provides valuable insights for e-wallet providers, policymakers, and researchers in understanding electronic wallet adoption in Indonesia. It offers guidance for developing effective strategies and interventions to promote widespread adoption and use of electronic wallets.