Analyzing Factors Influencing Continuance Intention of E-Payment Adoption Using Modified UTAUT 2 Model (A Case Study of Go-Pay from Indonesia)

Online business of Indonesia continuous to grow rapidly. This rapid growth encourages developments for electronic payment systems. Moreover, Bank Indonesia is running a program to increase the awareness of society to become cash-less. One of the e-payment that emerging in Indonesia is Go-Pay, a Go-Jek payment system. Go-Pay successfully becomes one of the fifth largest e-money in Indonesia less than a year of its operation. Therefore, Bank Indonesia awarded Go-Jek as the most active company that increase society's awareness in conducting non-cash transactions in 2017. The successful of Go-Pay creates opportunities to upgrade the positions of Go-Pay service by knowing factors that influence its customers in continuing using Go-Pay services. This study intended to analyze factors influencing continuance intention of Go-Pay adoption in Indonesia by using a Modified Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) Model with Trust as a new variable. The data were gathered from 507 valid respondents in Indonesia chosen by purposive sampling technique. The result revealed that the factors influence continuance intention adoption of Go-Pay from the highest to the lowest respectively are Habit, Trust, Social Influence, Price Saving Orientation, Hedonic Motivation, and Performance Expectancy. The model can predict strongly the continuance intention of consumers towards Go-Pay services in Indonesia since the R-2 is 72.8%. This model can be used by Go-Pay management in making decisions to maintain the continuance intention of consumers towards Go-Pay adoption by paying attention to those factors and their indicators.