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Salsabilla, Adhira Thaskia
Universitas Pembangunan Nasional Veteran Jakarta
Computer Science & IT Electrical & Electronics Engineering

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Literature Review: Analysis Of Factors Influencing Millennial And Z Generation E-Wallet User Satisfaction Indarso, Andhika Octa; Raffael, Raffael; Salsabilla, Adhira Thaskia
Bit (Fakultas Teknologi Informasi Universitas Budi Luhur) Vol 21, No 1 (2024): APRIL 2024
Publisher : Universitas Budi Luhur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36080/bit.v21i1.2711

Abstract

This literature review discusses the use of e-wallets/digital wallets, especially in Millennials and Generation Z, with an emphasis on the factors that influence user satisfaction. The age range included in this study involves the age group of around 19 to 40 years old. This research aims to inquire into the factors that influence e-wallet user satisfaction, with its focus on the Millennial and Z generations. The increasing use of e-wallets and the rapid development in the digital era encourage the need for further understanding of influential factors among the two generations. Based on the analysis of several studies including various groups such as corporate employees and college students, it can be stated that e-wallet user satisfaction is influenced by key factors such as ease of use, perceived benefits, promotions, and user trust. Despite generally having a positive perception, the level of user satisfaction may be variable between the two generations. Feature development, satisfactory service, and increased user trust are considered as important keys in increasing e-wallet user adoption and satisfaction. The author engages in synthesizing and understanding the existing literature and provides a comprehensive view of all the used literatures. The results of this analysis highlight the complexity and dynamics in understanding e-wallet user satisfaction, while emphasizing the importance of attention from service providers, including fintech companies that own e-wallets themselves. The conclusions from this literature provide deep insights to improve user acceptance and trust across different market segments, encourage further research, and form the basis for the development of more effective, satisfying, and sustainable e-wallet services.
Co-Authors Indarso, Andhika Octa Raffael, Raffael