The Usage of E-Money A Phenomenological Study of E-Money Usage by Users in Bandung City

Abstract

Usage of e-money for online purchases is becoming a trend among Indonesians, especially in Bandung, which points to changes in consumer behaviour.  But does the usage of e-money enhance the security and efficiency of the online payment system? This paper takes a phenomenological approach to answer the question.  Nine informants were selected by snowball sampling for observations and in-depth interviews. Triangulation was used to validate the data. The results indicated that based on the knowledge, feelings and experience of the users, the motives of the users in using e-money in their transactions were practicality, security and benefits such as discounts or bonuses. E-money left users feeling happy, satisfied and sophisticated since it simplified the transaction processes, but the user sometimes felt annoyed when they encountered technical and network problems.