Gendered Push-Pull-Mooring: Investigating E-Wallet Switching Intention in Indonesia
Keywords:
E-wallet, Switching Intention, Push–Pull–Mooring, Gender; Digital Payment, Multi-Group Analysis
Abstract
ABSTRACT
Introduction: This study examines e-wallet switching intention in Indonesia through the Push–Pull–Mooring (PPM) framework, integrating Dissatisfaction with System Quality (DS) and Privacy Concerns (PC) as push factors, Perceived Benefits (PB) as pull factor, and Social Influence (SO) and Inertia (IN) as mooring factors. Gender serves as a grouping variable analyzed via Multi-Group Analysis (MGA).
Methods: A quantitative explanatory design was employed with 258 valid responses from active Indonesian e-wallet users. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS 4.0, followed by MICOM and permutation-based MGA based on gender (0 = male, n = 102; 1 = female, n = 156).
Results: DS (β = 0.391, p = 0.000) and PB (β = 0.138, p = 0.014) significantly influence switching intention, while SO (β = 0.274, p = 0.000) also exerts a significant positive effect. IN (β = 0.134, p = 0.063) and PC (β = −0.052, p = 0.392) do not significantly influence switching intention. R² = 0.438. MICOM confirms partial measurement invariance. Bootstrap MGA reveals no statistically significant gender differences across all paths.
Conclusion: Dissatisfaction with system quality and social influence are primary drivers of e-wallet switching intention, while perceived benefits act as an additional pull driver. The absence of significant gender differences supports universal, gender-inclusive retention strategies. Providers should prioritize service reliability, privacy transparency, and benefit-enhancement programs to minimize user migration.
References
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Dahlberg, T., Guo, J., & Ondrus, J. (2015). A critical review of mobile payment research. Electronic Commerce Research and Applications, 14(5), 265–284. https://doi.org/10.1016/j.elerap.2015.07.006
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Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. https://doi.org/10.2307/1252074
Kelman, H. C. (1958). Compliance, identification, and internalization: Three processes of attitude change. Journal of Conflict Resolution, 2(1), 51–60. https://doi.org/10.1177/002200275800200106
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Komulainen, H., Mainela, T., Tähtinen, J., & Ulkuniemi, P. (2007). Retailer roles in mobile service channels. International Journal of Retail & Distribution Management, 35(6), 450–468. https://doi.org/10.1108/09590550710752101
Lee, E. S. (1966). A theory of migration. Demography, 3(1), 47–57. https://doi.org/10.2307/2060063
Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2011). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218.
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2021). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234. https://doi.org/10.1016/j.dss.2021.01.001
Lutfi, A., & Ngah, A. H. (2020). Explaining the adoption of electronic tax filing among Jordanian individual taxpayers: Technology acceptance model and theory of planned behavior. International Journal of Academic Research in Accounting, Finance and Management Sciences, 10(1), 1–16.
MacKenzie, S. B., & Podsakoff, P. M. (2012). Common method bias in marketing: Causes, mechanisms, and procedural remedies. Journal of Retailing, 88(4), 542–555. https://doi.org/10.1016/j.jretai.2012.08.001
Malhotra, N. K., Kim, S. S., & Agarwal, J. (2004). Internet users' information privacy concerns (IUIPC): The construct, the scale, and a causal model. Information Systems Research, 15(4), 336–355. https://doi.org/10.1287/isre.1040.0032
Moon, B. (1995). Paradigms in migration research: Exploring 'moorings' as a schema. Progress in Human Geography, 19(4), 504–524. https://doi.org/10.1177/030913259501900404
Norberg, P. A., Horne, D. R., & Horne, D. A. (2007). The privacy paradox: Personal information disclosure intentions versus behaviors. Journal of Consumer Affairs, 41(1), 100–126. https://doi.org/10.1111/j.1745-6606.2006.00070.x
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
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Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
Polites, G. L., & Karahanna, E. (2012). Shackled to the status quo: The inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36(1), 21–42. https://doi.org/10.2307/41410404
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374–395. https://doi.org/10.1108/09564230310489231
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Smith, H. J., Milberg, S. J., & Burke, S. J. (1996). Information privacy: Measuring individuals' concerns about organizational practices. MIS Quarterly, 20(2), 167–196. https://doi.org/10.2307/249477
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model. Industrial Management & Data Systems, 116(3), 508–525. https://doi.org/10.1108/IMDS-05-2015-0195
Venkatesh, V., & Morris, M. G. (2000). Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior. MIS Quarterly, 24(1), 115–139. https://doi.org/10.2307/3250981
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
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Xu, H., Luo, X., Carroll, J. M., & Rosson, M. B. (2011). The personalization privacy paradox: An exploratory study of decision making process for location-aware marketing. Decision Support Systems, 51(1), 42–52. https://doi.org/10.1016/j.dss.2010.11.017
Ye, C., & Potter, R. (2011). The role of habit in post-adoption switching of personal information technologies: An empirical investigation. Communications of the Association for Information Systems, 28(1), Article 35. https://doi.org/10.17705/1CAIS.02835
Zhang, K. Z. K., Cheung, C. M. K., & Lee, M. K. O. (2012). Online service switching behavior: The case of blog service providers. Journal of Electronic Commerce Research, 13(3), 184–197.
Zhou, T. (2013). Understanding continuance usage intention of mobile internet sites. Universal Access in the Information Society, 12(3), 329–337. https://doi.org/10.1007/s10209-012-0283-3
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Bank Indonesia. (2023). Statistik Sistem Pembayaran Indonesia. Jakarta: Bank Indonesia.
Bansal, H. S., Taylor, S. F., & St. James, Y. S. (2005). Migrating to new service providers: Toward a unifying framework of consumers' switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96–115. https://doi.org/10.1177/0092070304267928
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
Bhattacherjee, A., Limayem, M., & Cheung, C. M. K. (2012). User switching of information technology: A theoretical synthesis and empirical test. Information & Management, 49(7-8), 327–333. https://doi.org/10.1016/j.im.2012.06.006
Cho, J., Thatcher, J. B., & Kim, S. (2009). The role of privacy concerns in information systems adoption: An empirical investigation. Journal of Information Privacy and Security, 5(1), 39–59.
Chopdar, P. K., Korfiatis, N., Sivakumar, V. J., & Lytras, M. D. (2018). Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the unified theory of acceptance and use of technology. Computers in Human Behavior, 86, 109–128. https://doi.org/10.1016/j.chb.2018.04.017
Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47–75. https://doi.org/10.2501/IJA-30-1-047-075
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). Sage Publications.
Dahlberg, T., Guo, J., & Ondrus, J. (2015). A critical review of mobile payment research. Electronic Commerce Research and Applications, 14(5), 265–284. https://doi.org/10.1016/j.elerap.2015.07.006
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Dinev, T., & Hart, P. (2006). An extended privacy calculus model for e-commerce transactions. Information Systems Research, 17(1), 61–80. https://doi.org/10.1287/isre.1060.0080
Fadlilah, F. N., Zulaikha, S., Zubaid, N. L., & Timur, Y. P. (2025). Millennials and takaful: Investigating purchase intention through extended theory of planned behavior and multigroup analysis. Jurnal Ekonomi dan Bisnis Airlangga, 35(2), 413–437. https://doi.org/10.20473/jeba.V35I22025.413-437
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.2307/3151312
Gefen, D., & Straub, D. W. (1997). Gender differences in the perception and use of e-mail: An extension to the technology acceptance model. MIS Quarterly, 21(4), 389–400. https://doi.org/10.2307/249720
Google, Temasek, & Bain & Company. (2022). e-Conomy SEA 2022: Through the waves, towards a sea of opportunity. Google.
Gu, J. C., Lee, S. C., & Suh, Y. H. (2015). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11649–11657. https://doi.org/10.1016/j.eswa.2015.07.005
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Henseler, J., Ringle, C. M., & Sarstedt, M. (2016). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33(3), 405–431. https://doi.org/10.1108/IMR-09-2014-0304
Hofstede, G. (1980). Culture's consequences: International differences in work-related values. Sage Publications.
Hsieh, J. K., Hsieh, Y. C., Chiu, H. C., & Feng, Y. C. (2012). Post-adoption switching behavior for online service substitutes: A perspective of the push-pull-mooring framework. Computers in Human Behavior, 28(5), 1912–1920. https://doi.org/10.1016/j.chb.2012.05.010
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. https://doi.org/10.2307/1252074
Kelman, H. C. (1958). Compliance, identification, and internalization: Three processes of attitude change. Journal of Conflict Resolution, 2(1), 51–60. https://doi.org/10.1177/002200275800200106
Kim, S. S., & Malhotra, N. K. (2005). A longitudinal model of continued IS use: An integrative view of four mechanisms underlying postadoption phenomena. Management Science, 51(5), 741–755. https://doi.org/10.1287/mnsc.1040.0326
Komulainen, H., Mainela, T., Tähtinen, J., & Ulkuniemi, P. (2007). Retailer roles in mobile service channels. International Journal of Retail & Distribution Management, 35(6), 450–468. https://doi.org/10.1108/09590550710752101
Lee, E. S. (1966). A theory of migration. Demography, 3(1), 47–57. https://doi.org/10.2307/2060063
Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2011). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218.
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2021). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234. https://doi.org/10.1016/j.dss.2021.01.001
Lutfi, A., & Ngah, A. H. (2020). Explaining the adoption of electronic tax filing among Jordanian individual taxpayers: Technology acceptance model and theory of planned behavior. International Journal of Academic Research in Accounting, Finance and Management Sciences, 10(1), 1–16.
MacKenzie, S. B., & Podsakoff, P. M. (2012). Common method bias in marketing: Causes, mechanisms, and procedural remedies. Journal of Retailing, 88(4), 542–555. https://doi.org/10.1016/j.jretai.2012.08.001
Malhotra, N. K., Kim, S. S., & Agarwal, J. (2004). Internet users' information privacy concerns (IUIPC): The construct, the scale, and a causal model. Information Systems Research, 15(4), 336–355. https://doi.org/10.1287/isre.1040.0032
Moon, B. (1995). Paradigms in migration research: Exploring 'moorings' as a schema. Progress in Human Geography, 19(4), 504–524. https://doi.org/10.1177/030913259501900404
Norberg, P. A., Horne, D. R., & Horne, D. A. (2007). The privacy paradox: Personal information disclosure intentions versus behaviors. Journal of Consumer Affairs, 41(1), 100–126. https://doi.org/10.1111/j.1745-6606.2006.00070.x
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
OJK (Otoritas Jasa Keuangan). (2023). Roadmap Pengembangan dan Penguatan Sektor Perbankan Indonesia 2023–2027. OJK.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
Polites, G. L., & Karahanna, E. (2012). Shackled to the status quo: The inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36(1), 21–42. https://doi.org/10.2307/41410404
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374–395. https://doi.org/10.1108/09564230310489231
Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS 3. SmartPLS GmbH. http://www.smartpls.com
Samuelson, W., & Zeckhauser, R. (1988). Status quo bias in decision making. Journal of Risk and Uncertainty, 1(1), 7–59. https://doi.org/10.1007/BF00055564
Smith, H. J., Milberg, S. J., & Burke, S. J. (1996). Information privacy: Measuring individuals' concerns about organizational practices. MIS Quarterly, 20(2), 167–196. https://doi.org/10.2307/249477
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model. Industrial Management & Data Systems, 116(3), 508–525. https://doi.org/10.1108/IMDS-05-2015-0195
Venkatesh, V., & Morris, M. G. (2000). Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior. MIS Quarterly, 24(1), 115–139. https://doi.org/10.2307/3250981
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
World Bank. (2022). The Global Findex Database 2021: Financial Inclusion, Digital Payments, and Resilience in the COVID-19 Era. World Bank.
Xu, H., Luo, X., Carroll, J. M., & Rosson, M. B. (2011). The personalization privacy paradox: An exploratory study of decision making process for location-aware marketing. Decision Support Systems, 51(1), 42–52. https://doi.org/10.1016/j.dss.2010.11.017
Ye, C., & Potter, R. (2011). The role of habit in post-adoption switching of personal information technologies: An empirical investigation. Communications of the Association for Information Systems, 28(1), Article 35. https://doi.org/10.17705/1CAIS.02835
Zhang, K. Z. K., Cheung, C. M. K., & Lee, M. K. O. (2012). Online service switching behavior: The case of blog service providers. Journal of Electronic Commerce Research, 13(3), 184–197.
Zhou, T. (2013). Understanding continuance usage intention of mobile internet sites. Universal Access in the Information Society, 12(3), 329–337. https://doi.org/10.1007/s10209-012-0283-3
Bank Indonesia. (2024). Statistik Sistem Pembayaran dan Infrastruktur Pasar Keuangan (SPIP). Jakarta: Bank Indonesia. Retrieved from https://www.bi.go.id/id/statistik/ekonomi-keuangan/spip/default.aspx
Databooks. (2024). Gopay jadi platform dompet digital paling populer di Indonesia. Katadata Insight Center. Retrieved from https://databoks.katadata.co.id
JakPat. (2024). Indonesia Fintech Trends 2024. Jakarta: Jajak Pendapat (JakPat). Retrieved from https://insight.jakpat.net
JakPat. (2025). E-wallet jadi metode pembayaran digital favorit 2025. Jakarta: Jajak Pendapat (JakPat). Retrieved from https://insight.jakpat.net/indonesia-fintech-trends-1st-semester-of-2025/
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Published
2026-09-09
How to Cite
Pradana, D. B., Kusnayain, Y. I., Rahmansyah, A. M., Bachtiar, A. M., & Yohana , H. I. (2026). Gendered Push-Pull-Mooring: Investigating E-Wallet Switching Intention in Indonesia. Sharia Economic and Management Business Journal (SEMBJ), 7(3), 212-231. https://doi.org/10.62159/sembj.v7i3.2614
Section
Articles
Copyright (c) 2026 Deni Bagas Pradana, Yesiana Ihda Kusnayain, Ahmad Maulana Rahmansyah, Ananta Mahogra Bachtiar, Hanang Ilham Yohana
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