User satisfaction proves to be a crucial bridge determining the decision of Generation Z in the Greater Jakarta area to continue using electronic wallet (e-wallet) services. This quantitative study was conducted by Marcel Listanto and Ika Pratiwi Simbolon from the Management Study Program at Universitas Bunda Mulia. Published in July 2026, the research highlights how perceived ease of use and perceived benefits drive the loyalty of the younger generation toward digital payment platforms amid massive economic growth.
The use of e-wallets has experienced rapid expansion alongside the high adoption of electronic payments and QRIS codes in Indonesia. As digital natives, Generation Z represents the most active group utilizing financial applications for various daily transactions. Nevertheless, intense competition among service providers demands an in-depth understanding of the factors that keep users continuously loyal (continuance intention) to a specific application over the long term.
This research adopted an explanatory design, collecting data through an online survey using Likert-scale questionnaires. The sample involved 150 respondents from Generation Z residing in Greater Jakarta who have prior experience using e-wallets. The gathered numerical data was subsequently analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the causal relationships among variables.
Based on the data analysis, the study discovered several key findings:
- Perceived usefulness exerts a significant direct effect on continuance intention, with an original sample path coefficient of 0.203 and a p-value of 0.043.
- Perceived ease of use does not have a significant direct effect on continuance intention, registering a p-value of 0.941.
- Satisfaction fully mediates the relationship between perceived ease of use and continuance intention, and partially mediates the relationship between perceived usefulness and continuance intention.
These findings indicate that mere ease of operation is insufficient to build user loyalty without a sense of satisfaction supported by the application's functionality and efficiency. As emphasized by the researchers from Universitas Bunda Mulia, e-wallet providers need to focus on enhancing daily financial integration features and maintaining reliable system performance to sustain user retention.
Author Profiles:
- Marcel Listanto: Student in the Management Study Program at Universitas Bunda Mulia, Indonesia, focusing on consumer behavior and digital management.
- Ika Pratiwi Simbolon: Lecturer and researcher in the Management Study Program at Universitas Bunda Mulia, Indonesia, specializing in business management and information systems.
Research Source:
- Journal Article Title: The Effect of Perceived Ease of Use and Perceived Usefulness on E-Wallet Continuance Intention Among Generation Z: The Mediating Role of Satisfaction
- Journal Name: International Journal of Management Analytics (IJMA)
- Publication Year: 2026
- Official URL:
https://dmimultitechpublisher.my.id/index.php/ijma
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