TECHNOLOGY CONTINUANCE THEORY DALAM ONLINE CUSTOMER EXPERIENCE UNTUK MENINGKATKAN KONTINUITAS PENGGUNAAN M-WALLET PADA GENERASI Z
DOI:
https://doi.org/10.35794/jmbi.v12i1.59805Abstract
Post-use research on m-Wallet needs to be considered to retain its users. The gamification effect assisted by Online Customer Experience is an option to increase user trust in using m-Wallet to increase continued usage intentions. In this study, data collection was conducted by distributing questionnaires online to generation Z and collected 297 respondents. This study shows that attitude, gamification and usefulness have a positive effect on m-Wallet continous intention. The moderating effect on Online Customer Experience was also found to have a positive effect on m-Wallet continous intention. Further research is expected to further explore other characteristics such as other generations, age, education, and occupation.References
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