Understanding the consumer’s intention to use the e-wallet services

Shaizatulaqma Kamalul Ariffin,Qi Zhang,Mohamad Fakhrul Reza Abd Rahman,Ali Mughal Muhammad

doi:10.1108/sjme-07-2021-0138

Shaizatulaqma Kamalul Ariffin, Qi Zhang + Show 2 more

Open Access

https://doi.org/10.1108/sjme-07-2021-0138

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Abstract

Purpose The purpose of this paper is to investigate the key factors that explain intention to use e-wallet services (perceived usefulness, perceived ease of use, attitude, subjective norm, positive disconfirmation and perceived behavioral control). The moderating role of perceived value in the relationship between satisfaction and their intention to continue using the e-wallet is also examined. Methodology A total of 257 e-wallet users participated in an online survey and hypotheses were tested with SPSS/PLS-SEM. Findings The constructs technology acceptance model (TAM), theory of planned behavior (TPB) and user satisfaction affect intention to use. However, perceived value does not strengthen the relationship between user satisfaction and e-wallet usage intention. Practical implications The TAM, TPB and expectancy disconfirmation model (EDM) constructs help explain the use of e-wallet services. These results will help the providers of these services to understand user behavior and to design their marketing strategies more appropriately to ensure consumer satisfaction and their intention to use e-wallet services. Originality This study adopts a holistic and integrative approach to explain the continued use of e-wallet services. The model integrates three basic adoption theories: TAM, TPB and EDM.

Highlights

The integration of wireless telecommunication, smartphone and banking systems has created digital payment ecosystems, such as mobile payment (m-payment), gradually replacing the conventional paper currency (Sharma et al, 2018)
This study proposed a model using the foundations of the key constructs related to technology acceptance model (TAM), expectancy disconfirmation model (EDM) and theory of planned behaviour (TPB) to understand the continuance intention to use an e-wallet
This study aims to examine the relationship between perceived ease of use and perceived usefulness towards attitude, attitude, subjective norm, positive disconfirmation toward satisfaction, and perceived Behavioral control and satisfaction towards continuance intention to use e-wallet

Summary

Introduction

The integration of wireless telecommunication, smartphone and banking systems has created digital payment ecosystems, such as mobile payment (m-payment), gradually replacing the conventional paper currency (Sharma et al, 2018). E-wallet is a convenient cashless mode to make transfers, payments to people, merchants via smartphone, and it works by storing funds from the bank account either by using debit or credit card or online transfer using banking systems (Bagla and Sancheti, 2018). The payment can be accepted through QR code scanning or in-application payment and has an option to transfer funds between individuals, known as a peer-to-peer (P2P) transaction (Razer, 2019). This type of e-wallet is supported by many banks and non-bank organizations that are competing to provide convenience in financial transactions for their consumers (Bagla and Sancheti, 2018)

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