Developing Digital Wallet Services in Indonesia: A Multigeneration Perspective

Abstract

Digital Wallet is growing rapidly in the last 5 years. This study aims to identify the influencing factors user intentions to use and recommend digital wallets based on a multi-generation preference perspective. 205 respondent's data obtained by filling in an online form at Google form. This study is using the Partial Least Square (PLS) method using SMARTPLS 3 software, the results of data analysis show in Generation X, Perceived ease of use, Perceived Usefulness, Compatibility, and Trust positively influence Intention to Use. factors that influence intention to use in generation Y are Perceived Usefulness, Perceived Behavioral Control, and Trust. Factors that influence generation Z are Perceived Ease of Use, and Perceived Usefulness. Based on these results, 10 strategic recommendations were proposed. Based on the TOPSIS method and importance-performance analysis, the best strategy for generation X is the compatibility of digital wallet to the payment of transportation services, while in generation Y and generation Z The priority strategy is campaigning the uses of the wallet digital. In general, strategies that have high priority are those related to conformity with public transportation payments, campaigns about the use of digital wallets, the conciseness of digital wallet applications, and the completeness of bill payment services.