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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Sinkron : Jurnal dan Penelitian Teknik Informatika Bianglala Informatika : Jurnal Komputer dan Informatika Akademi Bina Sarana Informatika Yogyakarta JURNAL MEDIA INFORMATIKA BUDIDARMA Applied Information System and Management MATRIK : Jurnal Manajemen, Teknik Informatika, dan Rekayasa Komputer The IJICS (International Journal of Informatics and Computer Science) JURIKOM (Jurnal Riset Komputer) Jurnal Manajemen Informatika dan Sistem Informasi Jurnal Informatika dan Rekayasa Elektronik Journal of Information Systems and Informatics Jambura Journal of Electrical and Electronics Engineering Jurnal Abdi Insani JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Jurnal Sistem Komputer dan Informatika (JSON) International Journal of Engineering, Science and Information Technology Journal of Informatics Management and Information Technology KLIK: Kajian Ilmiah Informatika dan Komputer J-Com (Journal of Computer) Indonesian Journal of Networking and Security - IJNS Jurnal Ilmiah Teknik Mesin, Elektro dan Komputer (JURITEK) IKA BINA EN PABOLO : PENGABDIAN KEPADA MASYARAKAT Jurnal Informatika Teknologi dan Sains (Jinteks) Jurnal Pengabdian Masyarakat Bidang Sains dan Teknologi Teknik: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer Innovative: Journal Of Social Science Research ETIK (Jurnal Elektronika Terapan dan Ilmu Komputer) KOPEMAS JPEMAS: Jurnal Pengabdian Kepada Masyarakat Edu Komputika Journal Pekayunan
Khairul Imtihan
STMIK Lombok
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Integrating SERVQUAL and ECM to Explain E-Wallet Satisfaction and Continuance in Semi-Urban and Rural Indonesia Ihsan, Juli Muslim; Imtihan, Khairul; Zulkarnaen, Muhammad Fauzi
Journal of Information System and Informatics Vol 8 No 1 (2026): February
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v8i1.1458

Abstract

This study aims to analyze user satisfaction and continuance intention toward mobile payment applications in semi-urban and rural Indonesia by integrating the SERVQUAL framework and the Expectation–Confirmation Model (ECM). Although e-wallet adoption has increased rapidly, empirical evidence on post-adoption behavior in non-urban contexts remains limited. This study addresses this gap by examining how service quality, expectation, confirmation, and digital literacy shape satisfaction and continued usage. Using a quantitative survey, data were collected from 212 active DANA users in Central Lombok Regency during December 2025–January 2026 and analyzed using PLS-SEM with SmartPLS. The results show that among the five SERVQUAL dimensions, only empathy has a significant positive effect on user satisfaction. Expectation and confirmation significantly influence satisfaction, whereas perceived usefulness does not directly affect either satisfaction or continuance intention. User satisfaction and digital literacy significantly predict continuance intention, while the moderating effect of digital literacy is not supported. From a practical perspective, these findings indicate that providers should prioritize user assistance, communication, and expectation management rather than interface or technical attributes when serving semi-urban and rural markets. This study demonstrates that expectation fulfillment and relational-based service quality are more decisive for sustaining e-wallet usage than technical features in non-urban settings.
Co-Authors - STMIK Lombok, Hasyim Asyari Abdul Muhid Abdul Muhid, Abdul Ahmad Susan Pardiansyah Ahmad Tantoni Aman, Azwar Amir Bagja Amrina Rosada Amrina Rosada, Amrina Anti Susilawati Ardiansyah, Maulana ari azhari ari azhari ari azhari, ari azhari Ashari , Maulana Asri, Nurul Aulia Azhari Baiq Wulandari Baiq Yulia Fitriyani Dian Nitami Didik Supriadi Dina Fadila Edi Kurniawan Ernawati Ernawati Fadila, Dina Fadli, Sofiansyah Fahmi, Hairul Febrian, Melyana Fendi Prayadi Fitriyani, Baiq Yulia Hadawiyah, Rabiatul Haerani, Kiki Hairul Fahmi Hairul Fahmi Hairul Fahmi Handayani, Layli Hardianti, Neli Hasri, Hairul Hasyim Asyari Heri Agus Sasriadi Hetty Rohayani Hidayat, Rahmat Hidayat Hodia, Maelani Husnul Khotimah Ichwan Purwata Ihsan, Juli Muslim Ikhwani, Novita Susiana Karuniawan, Heru Khairan marzuki LALU GALUH FIRMAN SIHABULLAH Lalu Mutawalli Leni Sefvia Mahni Pitriyawati Mansur Mardi Mardi Mardi Mardi Mardi Maulana Ashari Mesran, Mesran Mohamad Taufan Azri Zaen Mohammad Taufan Asri Zaen Muhamad Fauzi Zulkarnaen Muhamad Hasyim Basri Muhamad Rodi Muhammad Fauzi Zulkarnaen Muhammad Harun Arrosyid Muhammad Lukman Muhammad Salehudin Nitami, Dian Nizar Haris Novita Susiana Ikhwani Nursaka Putra Nurul Aulia Asri Pajrin, Gumilar Samsul Partogi Simanjuntak Putri, Juliyantika Ayudita Rohana Rohana Rohati Rusniatun, Siska Yuni Sa'adati, Yuan Siti Fatmah Sofiansyah Fadli Sofiansyah Fadli Tantoni, Ahmad Uyunun Lusiana Uyunun Lusiana Wafiah Murniati Wira Bakti Wire Bagye Wire Bagye Wire Bagye Wire Bagye, Wire Bagye Yusroaini, Yusroaini Zaenul Amri Zulkarnaen, Mohamad Fauzi