The factors affecting the intensity of customers in making transactions using E-wallet

This study aims to investigate the factors affecting the usage of e-wallet services among customers in Greater Jakarta, Indonesia. With the rapid growth of e-wallet usage in Indonesia, it is important to enhance these services to meet customer expectations. To gather data, a total of 105 respondents were surveyed through various social media platforms (Line, Discord, Telegram, and WhatsApp) from October 4, 2022 to November 19, 2022. The results show that perceived usefulness, perceived ease of use, sales promotion, subjective norms, and attitudes have a positive effect on user's attitude towards using E-Wallet services for making transactions. As for security, it has a negative effect on affecting the attitude of the user towards using the E-wallet service, meaning that user is not influenced enough by the security factor of E-wallet application. The results and insights from this study may be able to help Indonesian E-wallet service providers to establish guidelines for more efficient E-wallet service to their customers. In addition, limitations of the study are included to provide a deeper insight for future research.