Analisis  Analisis Faktor-Faktor yang Mempengaruhi Adopsi Mobile Payment: Memperluas Model Meta-UTAUT dengan Faktor Personal Innovativeness, Anxiety, Trust, Grievance Redressal

Alfan Inzaghi; Anjar Priyono

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22 July 2022

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26 July 2022

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26 July 2022

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Abstract

Mobile payment system adalah masa depan sebagai langkah menuju masyarakat tanpa uang tunai. Di beberapa pasar, uang tunai sudah digantikan dengan transaksi digital, tetapi konsumen di banyak negara berkembang lebih lambat dalam transisi menuju pembayaran digital. Penelitian ini bertujuan untuk mengidentifikasi faktor-faktor penentu utama adopsi pembayaran seluler konsumen di Indonesia. Metode yang dilakukan dalam penelitian adalah kuantitatif dengan menggunakan sampel 230 responden dengan teknik pengambilan sampel menggunakan metode non-probability sampling. Analisis data menggunakan structural equation modelling (SEM) dan dilakukan menggunakan partial least squares (PLS) dengan software SmartPLS 3. Penelitian ini mengadaptasi model meta-UTAUT dengan variabel attitude sebagai konstruk inti dan memperluas model dengan konstruk terkait konsumen seperti personal innovativeness, anxiety, trust, dan grievance redressal. Hasil penelitian ini menunjukkan bahwa variabel personal innovativeness, trust, dan grievance redressal memiliki efek positif dan signifikan terhadap attitude untuk menggunakan sistem pembayaran seluler. Namun anxiety memiliki efek negatif dan tidak signifikan terhadap attitude untuk menggunakan sistem pembayaran seluler.

Keywords

meta-UTAUT mobile payment system use behavior personal innovativeness anxiety trust grievance redressal

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How to Cite

Inzaghi, A., & Priyono, A. (2022). Analisis Faktor-faktor yang Mempengaruhi Adopsi Mobile Payment: Memperluas Model Meta-UTAUT dengan Faktor Personal Innovativeness, Anxiety, Trust, dan Grievance Redressal. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 1(2), 186–205. Retrieved from https://journal.uii.ac.id/selma/article/view/24777

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References

Agarwal, R. and Prasad, J. (1998) ‘A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology’, Information Systems Research, 9(2), pp. 204–215.
Ajzen, I. (1991) ‘The theory of planned behavior’, Organizational Behavior and Human Decision Processes, 50(2), pp. 179–211. doi: https://doi.org/10.1016/0749-5978(91)90020-T.
Alaeddin, O. et al. (2018) ‘From physical to digital: Investigating consumer behaviour of switching to mobile wallet’, Polish Journal of Management Studies, 17(2), pp. 18–30. doi: 10.17512/pjms.2018.17.2.02.
Celik, H. (2016) ‘Customer online shopping anxiety within the Unified Theory of Acceptance and Use Technology (UTAUT) framework’, Asia Pacific Journal of Marketing and Logistics. Edited by I. Phau, 28(2), pp.-. doi: 10.1108/APJML-05-2015-0077.
Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989) ‘User Acceptance of Computer Technology : A Comparison of Two Theoretical Models’, Management Science, 35(8), pp. 982–1003. doi: 10.1287/mnsc.35.8.982.
Dwivedi, Y. K. et al. (2019) ‘Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model’, Information Systems Frontiers, 21, pp. 719–734.
Ghozali, I. (2016) Aplikasi Analisis Multivariate Dengan Program IBM SPSS19. Semarang: Universitas Diponegoro.
Ghozali, I. and Latan, H. (2015) Partial least squares konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 untuk penelitian empiris. Edited by 2. Semarang: Universitas Diponegoro.
Hair, J. F. et al. (2010) Multivariate Data Analysis: A Global Perspective. 7 th. Upper Saddle River: Pearson Education, Inc.
Hirschman, E. C. (1980) ‘Innovativeness, Novelty Seeking, and Consumer Creativity’, Journal of Consumer Research, 7(3), pp. 283-295.
Igbaria, M. (1990) ‘End-user computing effectiveness: A structural equation model’, Omega, 18(6), pp. 637–652. doi: https://doi.org/10.1016/0305-0483(90)90055-E.
Koenig-Lewis, N. et al. (2015) ‘Enjoyment and social influence: predicting mobile payment adoption’, The Service Industries Journal, 35(10), pp. 537–554. doi: 10.1080/02642069.2015.1043278.
Korobili, S., Togia, A. and Malliari, A. (2010) ‘Computers in Human Behavior Computer anxiety and attitudes among undergraduate students in Greece’, Computers in Human Behavior, 26(3), pp. 399–405. doi: 10.1016/j.chb.2009.11.011.
Kumar, A., Adlakaha, A. and Mukherjee, K. (2018) ‘The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country’, International Journal of Bank Marketing, 36(7), pp. 1170–1189. doi: 10.1108/IJBM-04-2017-0077.
Lu, Y. et al. (2011) ‘Dynamics between the trust transfer process and intention to use mobile payment services : A cross-environment perspective’, Information & Management, 48(8), pp. 393–403. doi: 10.1016/j.im.2011.09.006.
De Luna, I. R. et al. (2019) ‘Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied’, Technological Forecasting and Social Change, 146(C), pp. 931–944. doi: DOI: 10.1016/j.techfore.2018.09.018.
Musa, A., Khan, H. U. and AlShare, K. A. (2015) ‘Factors influence consumers’ adoption of mobile payment devices in Qatar’, International Journal of Mobile Communications (IJMC), 13(6), pp. 670–689.
Oliveira, T. et al. (2016) ‘Computers in Human Behavior Mobile payment : Understanding the determinants of customer adoption and intention to recommend the technology’, Computers in Human Behavior, 61, pp. 404–414. doi: 10.1016/j.chb.2016.03.030.
Park, J. et al. (2018) ‘M-payment service : Interplay of perceived risk , benefit , and trust in service adoption’, Human Factors and Ergonomics In Manufacturing, 29(1), pp. 1–13. doi: 10.1002/hfm.20750.
Patil, P. et al. (2020) ‘Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal’, International Journal of Information Management, 54, p. 102144. doi: 10.1016/j.ijinfomgt.2020.102144.
Patil, P. P., Dwivedi, Y. K. and Rana, N. P. (2017) ‘Digital Payments Adoption : An Analysis of Literature’, pp. 61–70. doi: 10.1007/978-3-319-68557-1.
Pertiwi, W. K. (2021) Pengguna Internet Indonesia Tembus 200 Juta, Hampir Semua ‘Online’ dari Ponsel, kompas.com. Available at: https://tekno.kompas.com/read/2021/02/24/07020097/pengguna-internet-indonesia-tembus-200-juta-hampir-semua-online-dari-ponsel (Accessed: 15 March 2021).
Rana, N. P. et al. (2016) ‘Computers in Human Behavior Adoption of online public grievance redressal system in India : Toward developing a uni fi ed view’, Computers in Human Behavior, 59, pp. 265–282. doi: 10.1016/j.chb.2016.02.019.
Schierz, P. G., Schilke, O. and Wirtz, B. W. (2010) ‘Understanding consumer acceptance of mobile payment services: An empirical analysis’, Electronic Commerce Research and Applications, 9(3), pp. 209–216. doi: https://doi.org/10.1016/j.elerap.2009.07.005.
Sekaran, U. and Bougie, R. (2016) Research methods for business : a skill-building approach. Seventh Ed, Wiley. Seventh Ed. Chichester, West Sussex, United Kingdom.
Shin, D. (2009) ‘Towards an understanding of the consumer acceptance of mobile wallet., Computers in Human Behavior, 25 (6), pp. 1343–1354. doi: 10.1016/j.chb.2009.06.001.
Simonson, M. R. et al. (1987) ‘Development of a Standardized Test of Computer Literacy and a Computer Anxiety Index’, Educational Computing Research, 3(2), pp. 231-247. doi: 10.2190/7CHY-5CM0-4D00-6JCG.
Sivathanu, B. (2019) ‘Adoption of digital payment systems in the era of demonetization in India’, Journal of Science and Technology Policy Management, 10(1), pp. 143–171. doi: 10.1108/JSTPM-07-2017-0033.
Slade, E. L. et al. (2015) ‘Modeling Consumers ’ Adoption Intentions of Remote Mobile Payments in the United Kingdom : Extending UTAUT with Innovativeness , Risk , and Trust’, Psychology & Marketing, 32(8), pp. 860–873. doi: 10.1002/mar.
Slade, E. L., Williams, M. D. and Dwivedi, Y. K. (2014) ‘Devising a research model to examine adoption of mobile payments: An extension of UTAUT2’, The Marketing Review, 14(3), pp. 310–335. doi: https://doi.org/10.1362/146934714X14024779062036.
Stefi, A. (2015) ‘Do Developers Make Unbiased Decisions? – The Effect of Mindfulness and Not-Invented-Here Bias on the Adoption of Software Components’, Proceedings of the 23rd European Conference on Information Systems (ECIS 2015). doi: 10.18151/7217489.
Tamilmani, K., Rana, N. P. and Dwivedi, Y. K. (2021) ‘Consumer Acceptance and Use of Information Technology : A Meta-Analytic Evaluation of UTAUT2’, Information Systems Frontiers, 23, pp. 987–1005.
Tan, G. W. et al. (2014) ‘NFC mobile credit card : The next frontier of mobile payment ?’, Telematics and Informatics, 31(2), pp. 292–307. doi: 10.1016/j.tele.2013.06.002.
Thakur, R. and Srivastava, M. (2014) ‘Adoption readiness , personal innovativeness , perceived risk and usage intention across customer groups for mobile payment services in India’, 24(3), pp. 369–392. doi: 10.1108/IntR-12-2012-0244.
Venkatesh, V. et al. (2003) ‘User Acceptance of Information Technology: Toward a Unified View’, MIS Quarterly, 27(3), pp. 425–478.
Venkatesh, V. and Bala, H. (2008) ‘Technology Acceptance Model 3 and a Research Agenda on Interventions’, 39(2), pp. 273–315.
Venkatesh, V. and Davis, F. D. (2000) ‘A Theoretical Extension of the Technology Acceptance Model : Four Longitudinal Field Studies’, Management Science, 46(2), pp. 186–204.
Venkatesh, V., Thong, J. Y. L. and Xu, X. (2012) ‘Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology’, MIS Quarterly, 36(1), pp. 157–178.
Williams, M. D., Rana, N. P. and Dwivedi, Y. K. (2015) ‘The unified theory of acceptance and use of technology (UTAUT): a literature review’, Journal of Enterprise Information Management, 28(3), pp. 443–488. doi: 10.1108/JEIM-09-2014-0088.
Wulandari, N. (2017) ‘Cashless Payment in Tourism. An Application of Technology Acceptance Model’, Journal of Environmental Management and Tourism, 8(8), pp. 1550–1553.
Zhou, T. (2013) ‘An empirical examination of continuance intention of mobile payment services’, Decision Support Systems, 54(2), pp. 1085–1091. doi: 10.1016/j.dss.2012.10.034.

References

Agarwal, R. and Prasad, J. (1998) ‘A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology’, Information Systems Research, 9(2), pp. 204–215.

Ajzen, I. (1991) ‘The theory of planned behavior’, Organizational Behavior and Human Decision Processes, 50(2), pp. 179–211. doi: https://doi.org/10.1016/0749-5978(91)90020-T.

Alaeddin, O. et al. (2018) ‘From physical to digital: Investigating consumer behaviour of switching to mobile wallet’, Polish Journal of Management Studies, 17(2), pp. 18–30. doi: 10.17512/pjms.2018.17.2.02.

Celik, H. (2016) ‘Customer online shopping anxiety within the Unified Theory of Acceptance and Use Technology (UTAUT) framework’, Asia Pacific Journal of Marketing and Logistics. Edited by I. Phau, 28(2), pp.-. doi: 10.1108/APJML-05-2015-0077.

Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989) ‘User Acceptance of Computer Technology : A Comparison of Two Theoretical Models’, Management Science, 35(8), pp. 982–1003. doi: 10.1287/mnsc.35.8.982.

Dwivedi, Y. K. et al. (2019) ‘Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model’, Information Systems Frontiers, 21, pp. 719–734.

Ghozali, I. (2016) Aplikasi Analisis Multivariate Dengan Program IBM SPSS19. Semarang: Universitas Diponegoro.

Ghozali, I. and Latan, H. (2015) Partial least squares konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 untuk penelitian empiris. Edited by 2. Semarang: Universitas Diponegoro.

Hair, J. F. et al. (2010) Multivariate Data Analysis: A Global Perspective. 7 th. Upper Saddle River: Pearson Education, Inc.

Hirschman, E. C. (1980) ‘Innovativeness, Novelty Seeking, and Consumer Creativity’, Journal of Consumer Research, 7(3), pp. 283-295.

Igbaria, M. (1990) ‘End-user computing effectiveness: A structural equation model’, Omega, 18(6), pp. 637–652. doi: https://doi.org/10.1016/0305-0483(90)90055-E.

Koenig-Lewis, N. et al. (2015) ‘Enjoyment and social influence: predicting mobile payment adoption’, The Service Industries Journal, 35(10), pp. 537–554. doi: 10.1080/02642069.2015.1043278.

Korobili, S., Togia, A. and Malliari, A. (2010) ‘Computers in Human Behavior Computer anxiety and attitudes among undergraduate students in Greece’, Computers in Human Behavior, 26(3), pp. 399–405. doi: 10.1016/j.chb.2009.11.011.

Kumar, A., Adlakaha, A. and Mukherjee, K. (2018) ‘The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country’, International Journal of Bank Marketing, 36(7), pp. 1170–1189. doi: 10.1108/IJBM-04-2017-0077.

Lu, Y. et al. (2011) ‘Dynamics between the trust transfer process and intention to use mobile payment services : A cross-environment perspective’, Information & Management, 48(8), pp. 393–403. doi: 10.1016/j.im.2011.09.006.

De Luna, I. R. et al. (2019) ‘Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied’, Technological Forecasting and Social Change, 146(C), pp. 931–944. doi: DOI: 10.1016/j.techfore.2018.09.018.

Musa, A., Khan, H. U. and AlShare, K. A. (2015) ‘Factors influence consumers’ adoption of mobile payment devices in Qatar’, International Journal of Mobile Communications (IJMC), 13(6), pp. 670–689.

Oliveira, T. et al. (2016) ‘Computers in Human Behavior Mobile payment : Understanding the determinants of customer adoption and intention to recommend the technology’, Computers in Human Behavior, 61, pp. 404–414. doi: 10.1016/j.chb.2016.03.030.

Park, J. et al. (2018) ‘M-payment service : Interplay of perceived risk , benefit , and trust in service adoption’, Human Factors and Ergonomics In Manufacturing, 29(1), pp. 1–13. doi: 10.1002/hfm.20750.

Patil, P. et al. (2020) ‘Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal’, International Journal of Information Management, 54, p. 102144. doi: 10.1016/j.ijinfomgt.2020.102144.

Patil, P. P., Dwivedi, Y. K. and Rana, N. P. (2017) ‘Digital Payments Adoption : An Analysis of Literature’, pp. 61–70. doi: 10.1007/978-3-319-68557-1.

Pertiwi, W. K. (2021) Pengguna Internet Indonesia Tembus 200 Juta, Hampir Semua ‘Online’ dari Ponsel, kompas.com. Available at: https://tekno.kompas.com/read/2021/02/24/07020097/pengguna-internet-indonesia-tembus-200-juta-hampir-semua-online-dari-ponsel (Accessed: 15 March 2021).

Rana, N. P. et al. (2016) ‘Computers in Human Behavior Adoption of online public grievance redressal system in India : Toward developing a uni fi ed view’, Computers in Human Behavior, 59, pp. 265–282. doi: 10.1016/j.chb.2016.02.019.

Schierz, P. G., Schilke, O. and Wirtz, B. W. (2010) ‘Understanding consumer acceptance of mobile payment services: An empirical analysis’, Electronic Commerce Research and Applications, 9(3), pp. 209–216. doi: https://doi.org/10.1016/j.elerap.2009.07.005.

Sekaran, U. and Bougie, R. (2016) Research methods for business : a skill-building approach. Seventh Ed, Wiley. Seventh Ed. Chichester, West Sussex, United Kingdom.

Shin, D. (2009) ‘Towards an understanding of the consumer acceptance of mobile wallet., Computers in Human Behavior, 25 (6), pp. 1343–1354. doi: 10.1016/j.chb.2009.06.001.

Simonson, M. R. et al. (1987) ‘Development of a Standardized Test of Computer Literacy and a Computer Anxiety Index’, Educational Computing Research, 3(2), pp. 231-247. doi: 10.2190/7CHY-5CM0-4D00-6JCG.

Sivathanu, B. (2019) ‘Adoption of digital payment systems in the era of demonetization in India’, Journal of Science and Technology Policy Management, 10(1), pp. 143–171. doi: 10.1108/JSTPM-07-2017-0033.

Slade, E. L. et al. (2015) ‘Modeling Consumers ’ Adoption Intentions of Remote Mobile Payments in the United Kingdom : Extending UTAUT with Innovativeness , Risk , and Trust’, Psychology & Marketing, 32(8), pp. 860–873. doi: 10.1002/mar.

Slade, E. L., Williams, M. D. and Dwivedi, Y. K. (2014) ‘Devising a research model to examine adoption of mobile payments: An extension of UTAUT2’, The Marketing Review, 14(3), pp. 310–335. doi: https://doi.org/10.1362/146934714X14024779062036.

Stefi, A. (2015) ‘Do Developers Make Unbiased Decisions? – The Effect of Mindfulness and Not-Invented-Here Bias on the Adoption of Software Components’, Proceedings of the 23rd European Conference on Information Systems (ECIS 2015). doi: 10.18151/7217489.

Tamilmani, K., Rana, N. P. and Dwivedi, Y. K. (2021) ‘Consumer Acceptance and Use of Information Technology : A Meta-Analytic Evaluation of UTAUT2’, Information Systems Frontiers, 23, pp. 987–1005.

Tan, G. W. et al. (2014) ‘NFC mobile credit card : The next frontier of mobile payment ?’, Telematics and Informatics, 31(2), pp. 292–307. doi: 10.1016/j.tele.2013.06.002.

Thakur, R. and Srivastava, M. (2014) ‘Adoption readiness , personal innovativeness , perceived risk and usage intention across customer groups for mobile payment services in India’, 24(3), pp. 369–392. doi: 10.1108/IntR-12-2012-0244.

Venkatesh, V. et al. (2003) ‘User Acceptance of Information Technology: Toward a Unified View’, MIS Quarterly, 27(3), pp. 425–478.

Venkatesh, V. and Bala, H. (2008) ‘Technology Acceptance Model 3 and a Research Agenda on Interventions’, 39(2), pp. 273–315.

Venkatesh, V. and Davis, F. D. (2000) ‘A Theoretical Extension of the Technology Acceptance Model : Four Longitudinal Field Studies’, Management Science, 46(2), pp. 186–204.

Venkatesh, V., Thong, J. Y. L. and Xu, X. (2012) ‘Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology’, MIS Quarterly, 36(1), pp. 157–178.

Williams, M. D., Rana, N. P. and Dwivedi, Y. K. (2015) ‘The unified theory of acceptance and use of technology (UTAUT): a literature review’, Journal of Enterprise Information Management, 28(3), pp. 443–488. doi: 10.1108/JEIM-09-2014-0088.

Wulandari, N. (2017) ‘Cashless Payment in Tourism. An Application of Technology Acceptance Model’, Journal of Environmental Management and Tourism, 8(8), pp. 1550–1553.

Zhou, T. (2013) ‘An empirical examination of continuance intention of mobile payment services’, Decision Support Systems, 54(2), pp. 1085–1091. doi: 10.1016/j.dss.2012.10.034.

Analisis Faktor-faktor yang Mempengaruhi Adopsi Mobile Payment: Memperluas Model Meta-UTAUT dengan Faktor Personal Innovativeness, Anxiety, Trust, dan Grievance Redressal

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