Understanding Determinants of Use Behavior of E-Payment: An Analysis of the Success of the System During a Pandemic

Abstract

This study examined the determinants of e-payment usage behaviour using the UTAUT model influenced by the COVID-19 pandemic in Indonesia. This study focussed on e-payment applications used by Generation Z, the most significant portion of Indonesia's population in the last five years. The SEM method was used to analyze the UTAUT framework as a system success model. The findings demonstrated that user behavior was strongly influenced by intention to use, determined by experience, voluntariness of use, and moderate experience in facilitating conditions, including other factors. The results also described how Generation Z had characteristics that valued enchanting experiences and their intention to utilise e-payments conveniently. The research findings also showed the pandemic behaviour of Generation Z, which tended to be adaptive and flexible in using e-payments. Therefore, companies that use e-payments and need to prioritise this without overlooking privacy and security. It can be an exciting focus for further research. This research focuses on the factors determining Generation Z's use of e-payments and the efficient and effective practical characteristics inherent in post-pandemic behaviour.