What Affects Customer Engagement Among E-Wallet Customers in Indonesia

The use of e-wallet payment services has increased significantly in Indonesia. Indonesia was even ranked first in Southeast Asia as the country with the largest e-wallet client base. The purpose of this study was to identify and ascertain the main factors that influence customer behavior among e-wallet customers in Indonesia and to highlight the significance of service experience among e-wallet customers in Indonesia. Customer commitment, customer trust, service experience, customer satisfaction, positive emotion, and customer engagement were the research variables in this study. The theory of Service-Dominant Logic was utilized to validate the research model. The study utilized quantitative analysis by gathering data from respondents through an online survey. Using PLS Structural Equation Model, 306 survey participants’ responses were analyzed. The findings of this study indicated that customer commitment and customer trust have significant effects on customer satisfaction. It has been demonstrated that service experience is the primary factor influencing customer satisfaction and positive emotion. In addition, the study confirmed that customer engagement is influenced by customer satisfaction, customer trust, and positive emotion. The study also found that customer trust, customer loyalty, and service experience played a crucial role in the formulation of customer engagement and other positive behavior among e-wallet customers in Indonesia. The research also revealed that e-wallet service providers in Indonesia ought to place a greater emphasis on the service experience of e-wallet customers in Indonesia to foster positive customer behavior, such as customer engagement.