Exploring the Impact of Confirmation, Perceived Usefulness, and Perceived Risk on User Satisfaction and Continuance Intention of Paylater Users
DOI:
https://doi.org/10.21512/bbr.v15i3.11829Keywords:
confirmation, perceived usefulness, perceived risk, user satisfaction, continuance intentionAbstract
Financial service innovation is increasingly developing with the massive growth in the use of Information and
Communication Technology (ICT). Paylater is a digital financial service product that has recently developed
rapidly. Even though many people view paylater negatively, its presence is well-received, especially by young
people. Paylater is a new trend in digital payment services, so there is still limited research that discusses the
continuance intention of e-commerce users. The research aimed to determine the effect of confirmation, perceived
usefulness, satisfaction, and perceived risk on continuance intention. The research, using a questionnaire and a
quantitative approach, involved a sample of 209 users of paylater in Jakarta, which was taken through purposive
sampling. The research tested hypotheses using the Structure Equation Modelling (SEM) model with the Partial
Least Square (SEM-PLS). Research findings show that satisfaction and risk perception have a positive and
significant effect on the intention to continue using paylater services. Confirmation and perceived usefulness are
also found to positively and significantly influence satisfaction. Therefore, paylater service providers should be
more innovative in providing attractive features. Then, paylater users need to improve their financial literacy
to be wiser when using it. Last, service providers need a deep understanding to become leaders in providing
paylater services, so conducting studies related to continuance intention is essential.
Plum Analytics
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