The Influence of the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) on Behavioural Intention to Use E-Wallet Applications in Bandung

In the bustling streets of Bandung, Indonesia, a quiet revolution is taking place in how people handle money. The old habit of carrying cash is being replaced by digital wallets, applications that live on smartphones and allow users to pay for everything from street food to bus tickets with a simple tap. This shift is part of a larger wave of financial technology, where software and the internet reshape how society manages its finances. But for these digital tools to become a permanent part of daily life, people must first choose to use them. Researchers have long tried to understand what drives this choice. They look at whether a tool is useful, whether it is easy to learn, and whether friends or family suggest using it. They also consider whether the experience brings joy or if the cost is worth the benefit. Understanding these drivers is crucial because it helps explain why some people embrace new technology while others stick to what they know, a question that matters to anyone trying to navigate a rapidly changing economic landscape.

A team of researchers from Padjadjaran University set out to explore these specific drivers within the context of Bandung, a major city in Indonesia. They focused on the Unified Theory of Acceptance and Use of Technology 2, a framework that acts like a checklist for understanding why people adopt new systems. The researchers gathered data from 409 residents of the city who were already active users of e-wallets. These participants, ranging from teenagers to those over forty, filled out surveys about their experiences with apps like GoPay, ShopeePay, and OVO. The team asked them to rate their agreement with statements about how useful the apps were, how easy they were to use, how much they enjoyed using them, and whether they felt supported by their environment to use them. By analyzing these responses, the researchers aimed to pinpoint exactly which factors were the strongest reasons for people to intend to keep using these digital payment methods.

The results of the study revealed a clear hierarchy of influence. The most powerful driver for continuing to use an e-wallet was not how practical or efficient it seemed, but rather how much enjoyment it provided. The researchers found that the fun and satisfaction users felt while interacting with the app were the primary reasons they intended to keep using it. This suggests that for many users, especially in a vibrant city like Bandung, a digital wallet is not just a utility for moving money; it is a source of pleasure. Features that make the experience feel exciting or rewarding play a central role in keeping users engaged. Alongside this enjoyment, two other factors stood out as significant. Users were more likely to intend to use an app if they felt the necessary support was available around them, such as having a reliable internet connection, a compatible phone, or access to help when things went wrong. Additionally, the belief that the app actually worked well and saved them time also positively influenced their decision to keep using it.

Surprisingly, several factors that are often assumed to be critical did not show a significant effect in this specific group. The study found that the opinions of friends and family, or social pressure, did not strongly drive the intention to use e-wallets. Similarly, how easy the app was to learn, the perceived value of the price, and the habit of using it did not independently predict whether someone would continue to use the service. This indicates that in the context of Bandung, the decision to stick with a digital wallet is less about following the crowd or simply getting used to a routine, and more about the immediate, positive experience the technology offers. The researchers also looked at whether age, gender, or how long someone had been using the app changed these relationships. They discovered that age played a unique role. For older users, the influence of habit was weaker, meaning they were less likely to use the app simply because it was a routine. However, for these same older users, the factor of enjoyment became even more important. As people got older, their intention to use the app became more dependent on whether they found the experience enjoyable, rather than just falling into a pattern of use.

The study also clarified what does not matter as much as one might think. Gender and the length of time a person had been using the app did not significantly change how the other factors influenced their behavior. This suggests that the core drivers of enjoyment, support, and perceived usefulness apply broadly across different groups of men and women, regardless of their experience level. The researchers concluded that while the practical aspects of a digital wallet are important, the emotional connection users feel with the app is the most potent force driving its adoption. For the companies that build these applications, this means that designing for fun and ensuring a supportive environment are just as critical as making the technology work efficiently. The findings offer a clear path forward: to encourage more people to use digital payments, providers must focus on creating an experience that is not only functional but also genuinely satisfying to the user.