The Effect of Perceived Usefulness and Perceived Ease of Use on Continuance Intention through E-Satisfaction of the OVO Application in West Bandung Regency
DOI:
https://doi.org/10.61194/ijmb.v4i3.992Keywords:
perceived usefulness, perceived ease of use, e-satisfaction, continuance intentionAbstract
This study examines the determinants of continuance intention in digital wallet usage by focusing on post-adoption user evaluations. Despite the rapid growth in digital wallet adoption in Indonesia, sustained usage remains a challenge, indicating a gap between users’ initial expectations and their post-usage performance evaluations. Grounded in Expectation-Confirmation Theory, this study investigates the effects of perceived usefulness and perceived ease of use on continuance intention, with e-satisfaction as a mediating variable. A quantitative approach was employed using survey data collected from OVO users in West Bandung Regency. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that perceived usefulness has a significant positive effect on continuance intention, both directly and indirectly through e-satisfaction. Perceived ease of use does not have a significant direct effect on continuance intention; however, it influences continuance intention indirectly through e-satisfaction. These findings suggest that user satisfaction plays a central role in translating post-adoption performance evaluations into sustained usage behavior. From an academic perspective, this study contributes to the post-adoption information systems literature by reinforcing the role of e-satisfaction as a key mediating mechanism within the Expectation-Confirmation Theory framework, particularly in digital wallet contexts where usability has become a baseline requirement. From a managerial perspective, the findings imply that digital wallet providers should prioritize delivering consistent functional benefits and fostering user satisfaction rather than focusing solely on ease of use, as sustained usage is primarily driven by perceived value and positive post-usage experiences.
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