Understanding the Determinants of Customer Adoption and Intention to Recommend Electronic Money in Mobile Payments: The Case of Gopay in Indonesia

The advancement of technology affects the life of the modern society in many ways. One of the technology innovations in the financial sector that grows rapidly at the moment is electronic money. Electronic money has entered the life of Indonesians for the last decade, and the number of electronic money providers is keep increasing. The competition has become tighter between popular electronic providers, with Gopay as the market leader according to its number of users. This research aims to examine the determinants that influence customers' adoption and intention to recommend electronic money in Indonesia, by focusing on Gopay. The data was collected through a survey on 270 Gopay users in DKI Jakarta, West Java, and Banten. The method employed in this research is structural equation model using LISREL. The result indicates that effort expectancy, facilitating condition, habit, compatibility and perceived technology security are significant factors that influence customers' intention to adopt Gopay. It is also shown that customers' intention to adopt Gopay affects their intention to recommend the technology.