Investigating The E-Wallet Usage Continuance Intention in Malaysia Post-Covid 19 Pandemic

Abstract

The global trend toward a cashless society involves cashless transactions via electronic media. Furthermore, the emergence of the coronavirus has enhanced contactless payment awareness in numerous nations, including Malaysia. Even though e-wallet usage in Malaysia has drastically increased, however, it is realised that the transaction volume of e-wallet is still not so desirable as compared to online banking. Hence, the main objective of this research is to investigate the e-wallet usage continuance intention among consumers in Malaysia. This research has adopted the Modified Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model to explain the continuance intention of E-wallet use. A minimum of 160 target respondents will be interviewed by a set of questionnaires via Google Form. The data collected were then keyed into the SPSS software and further analysed by using the Smart PLS software. The analysis result revealed that five factors which are performance expectancy, facilitating conditions, habit, hedonic motivation and trust, were found to have significant relationship to influence customer continuance intention of E-wallet use. It can be concluded that facilitating conditions and performance expectancy have shown as the most influential factor with significant positive effects in affecting the customer continuance intention of E-wallet use. In conclusion, all these findings emphasise the critical role by providing an insight to the e-wallet providers, e-wallet system developers, and future researchers with new ideas and suggestions for business innovation models regarding the perspectives of customer continuance intention towards the e-wallet services.