SATISFACTION AND SWITCHING INTENTION IN ELECTRONIC PAYMENT SERVICES: STUDY ON ELECTRONIC MONEY USERS IN INDONESIA
This study aims to analyze and explain the effect of satisfaction on the intention to switch services for electronic money users in Indonesia. This study analyzes the application of migration theory which classifies the driving factors of migration into push factors. The method used in this study is a quantitative approach with data analysis techniques using SmartPLS (Part Lease Square). Data collection was carried out by distributing electronic questionnaires to 300 e-money users in Indonesia. The results of this research show that satisfaction influences consumer intention to switch. Other findings in this study explain that satisfaction is influenced by the perceived value and perceived usefulness of consumers for electronic money products that are currently being used. Low satisfaction was found to be a predictor that influences the emergence of switching intentions. Satisfaction can increase the effect of perceived value and perceived benefits on switching intentions.
Satisfaction, Switching Intention, PPM Theory, electronic money.