Open Access
American Research Journal of Business and Management
ISSN (Online): 2379-1047
DOI: 10.46568/arjbm
DETERMINANTS OF TRUST AND ITS IMPLICATIONS ON ELECTRONIC MONEY’S CONTINUANCE USAGE INTENTION IN THE LAND TRANSPORTATION INDUSTRY IN JAKARTA
Agus Hari Survijanto, Farida Jasfar, Hamdy Hady, ”DETERMINANTS OF TRUST AND ITS IMPLICATIONS ON ELECTRONIC
MONEY’S CONTINUANCE USAGE INTENTION IN THE LAND TRANSPORTATION INDUSTRY IN JAKARTA”, vol 6, no. 1, 2020,
pp. 1-11.
Abstract
The research objective is to identify and analyze the factors of Confirmation, Perceived Value and Customer Satisfaction of Trust, as well as the
influence of Trust and other factors on Continuance usage intention, and create a model that conceptualizes these influences on Continuance
Usage Intention
The method used in this study is a quantitative descriptive method that was built using a questionnaire and analyzed using Structural Equation
Modelling (SEM) fund analysis techniques based on an evaluation of the interdependence relationship between variables assisted by LISREL
software 8.80.
The results showed that the use of electronic money for the transportation industry in Jakarta needs help through increasing the Continuance
usage of the intention of users of electronic money services. Continuance usage intention is conceptualized in a proposed model that modified
from Expectation-Confirmation Model (ECM) by adding Perceived value dan Trust variables, that involves the role of Confirmation, Perceived
value and Customer satisfaction of Trust and its implications for the Continuance usage intention electronic money users in land transportation
service users in Jakarta. The results of this study found that (1) The factors that influence Trust of electronic money users in land transportation
service users in Jakarta are Confirmation, Perceived value, and Customer satisfaction. (2) Trust has not been proven to affect Continuance
usage intention, but Perceived value and customer satisfaction have been proven to influence Continuance usage intention. Perceived value
and Customer satisfaction are proven to mediate the influence of Confirmation for the Continuance usage intention. (3) The Perceived value is
proven to be the most influential factor towards the Continuance usage intention, and the dimension that most influences the Perceived value
is the Perceived emotional value. (4) Perceived value and Customer satisfaction are proven to mediate the influence of Confirmation on Trust. (5)
Data security and customer feasibilities on information of historical transaction balance are important in growing Trust that can help increase
Continuance usage intention sustainably.
These finding has several managerial implications for electronic service provider in carrying out strategic steps in increasing the Continuance
usage intention of users of electronic money for land transportation in Jakarta. Further theoretical implications are research developing a broader
framework of combining the Expectancy-Confirmation Model (ECM) model with Perceived Value and Trust. This is expected to play role in the
progress of science and can provide insights for further research.
Value obtained from this research is the existence of a new model and identification of aspects that affect the Continuance usage intention so that
appropriate steps can be taken in increasing the Continuance usage intention, especially for electronic money users in the land transportation
sector in Jakarta.
