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Volume 7 Issue 27 (September 2022) PP. 85-98
DOI: 10.35631/JISTM.727007
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JOURNAL OF INFORMATION
SYSTEM AND TECHNOLOGY
MANAGEMENT
(JISTM)
www.jistm.com
THE INFLUENCING FACTORS AFFECTING CONSUMER’S
INTENTION TO CONTINUOUS USE OF E-WALLET: A
PROPOSED MODEL
Mohamad Fakhrul Reza Abd Rahman1, Shaizatulaqma Kamalul Ariffin2*
1
Graduate School of Business, Universiti Sains Malaysia, Malaysia
Email: fakhrulreza75@student.usm.my
2
Graduate School of Business, Universiti Sains Malaysia, Malaysia
Email: shaizatulaqma@usm.my
*
Corresponding Author
Article Info:
Abstract:
Article history:
Received date: 16.11.2020
Revised date: 09.05.2022
Accepted date: 03.06.2022
Published date: 01.09.2022
To cite this document:
Rahman, M. F. R. A., & Ariffin, S. K.
(2022). The Influencing Factors
Affecting Consumer’s Intention To
Continuous Use Of E-Wallet: A
Proposed Model. Journal of
Information System and Technology
Management, 7 (27), 85-98.
DOI: 10.35631/JISTM.727007
This work is licensed under CC BY 4.0
The purpose of this study is to review the relationship between perceived ease
of use, perceived usefulness, attitude, subjective norm, perceived behavioural
control, disconfirmation and user satisfaction and consumers’ intention to
continuous use. In specific, this study intends to propose a model to identify
the influencing factors on this behaviour. This study also proposed a moderator
variable which is perceived value. The hypothesis on the proposed framework
of this study will be tested, taking the sample of consumers, to determine the
factors that affect the continuous to use of e-wallet in Malaysia. The
discoveries will be useful as reference for further studies on analysing or
evaluating the use of e-wallet payment, to support the rapidly growing cashless
society in Malaysia.
Keywords:
Electronic Payment System, E-Wallet, Intention To Continuous Use, Cashless
Society
Introduction
In this industry 4.0 era, a massive drive to go digital seems to appear in a lot of aspects in our
life. Malaysia digital economy is expected to contribute more than 21% to the GDP in 2022
compared to 18.5% in 2018 (Star, 2020). E-wallet facilitate digital payments, as well as store
sensitive information for membership details, loyalty cards, debit/credit cards and encrypted
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shopping accounts (Dahlberg et al., 2018; Slade et al., 2013). Globally, e wallet transactions,
an important ingredient in the digital payments ecosystem, were valued at USD594 billion in
2018 and are expected to grow to USD3,142 billion by 2022, at a growth rate of 32% (Zion
Market Research, 2019). With the increase in demand of digital and cashless transactions
worldwide, 70% of Malaysian consumers preferring to pay by using digital payments, an
increase about 21% usage of digital payments compared to previous years (NST Business,
2019; Alalwan & Dwivedi, 2017).
E-wallet is a convenient cashless mode to make transfer/payment to people/merchants via
smartphone, and it works by storing fund from the bank account either using the debit/credit
card or online banking into e-wallet account which is available on a smartphone or computer
(Bangla & Sancheti, 2018). Previously, Malaysian Government had planned to strongly
encourage the usage of e-wallet and cut down cash circulation through the launch of ‘e-tunai
Rakyat’ programmed early 2019 which bring a RM450 million digital stimulus to the e-wallet
landscape of Malaysia (Oppotus, 2019). Under this programmed, the publics would get
RM30.00 into their e-wallet application.
According to Bank Negara Malaysia Report (2019), there are more than ten e-wallet service
providers operates in Malaysia and the most popular are Boost and Touch N Go’ E-wallet
which contribute around 50% consumption among Malaysian. This is probably due to the
visible shifts in consumer education, social status, and awareness about the use of e-wallet
services (Amoroso & Watanabe, 2012; Oliveira et al., 2016). Among e-wallets services that
have been introduced to Malaysian market in recent years, Boost has continued to be the most
popular option for Malaysian consumers that utilize e-wallet services, with more than half of
e-wallet users using Boost throughout the year, peaking at 74% in Q2 2019.
Since consumers’ awareness about e-wallet payment is growing very quickly, their changing
perception and continuous use of e-wallet needs to be concerned. Otherwise, it may lead to a
problem where e-wallet companies don’t constantly improve their products and no longer
emerging in the market. Therefore, it is important for company and many parties to evaluate
factors underlying the reason for continuous use of e-wallet service from the point of view of
consumers (Singh, Srivastava, & Sinha, 2017). These factors will help us understand why
people choose the continuous use of e-wallet service in their transaction. This aims to support
sustainable usage on a daily basis for all transactions, not just in certain occasion or period.
Although it was predicted that those internal and external factors would lead to high continuity
rate on e-wallet, however the current situation is unlike what the industries have been expected.
Regardless the growing trend of e-wallet in Malaysia (Dinh, et al., 2018), the adoption and
continuity rate are still low and unsatisfying (Yuan, 2019). According to PwC Malaysia, the e-
wallet industry is still in its infancy stage where many players are spending heavily to acquire
customers and merchants. Its reported in the second half of 2018, by conducting a customer
survey to gain insights knowledge regarding the mobile e-wallets in Malaysia and only 22% of
the respondents were mobile e-wallet users (PwC Malaysia, 2018). Based on ‘2020 retails trend
in Malaysia’ showed that businesses adopting cashless payments as a way to reduce the cost of
payments and streamline their operations with easier payment reconciliation (Malay Mail,
2020). Another prominent trend is that through cashless payments have enable merchants to
easily incentivize their customers with digital loyalty programs such as cashback (Malay Mail,
2020).
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There are many studies that examine on the factors intention to continuous use m-payment and
its other technologies like pre-adoption and 17 post-adoption continuance intentions (Gupta et
al., 2020), security (Wu et al., 2019), antecedents of trust (Shao et al., 2019) and user
satisfaction (Liao et al., 2007), however, it is still lack of empirical evidence about the
relationship of few factors such as perceived usefulness, perceived ease of use, disconfirmation,
subjective norm, perceived behavioral control and satisfaction affecting consumer’s intention
to continuous use of e-wallet (Gupta et al., 2020; Wang et al., 2019; Alalwan, 2020; Singh et
al., 2020). Despite, human behavior is guided by the behavioral intentions as well as perceived
behavioral control that determined the attitude of consumers to stay loyal with the products and
services (Alalwan, 2020). Some variables such as user satisfaction and perceived value may be
hard and challenging to investigate or analyze as its complex construct may differ among
people, despites all those researches, not many studies on the factors behind the continuous use
specifically on the e-wallet (Liao et al., 2007; Wu et al., 2019; Wang et al., 2019; Alalwan,
2020; Gupta et al., 2020). To the researcher’s knowledge, there are less studies on intention to
continuous use of e-wallet in Malaysia. Therefore, to answer the research’s problems, the
integration of three theories will be constructed into one framework which is Expectation
Disconfirmation Model (EDM), Theory of Planned Behavior (TPB) and Theory Acceptance
Model(TAM) to formulate and incorporate to this study.
To be specific, the population to be studied is among consumers in Malaysia, because most of
the consumers showing strong awareness regarding on e-wallet services in Malaysia. This
study aims to increase competitive differentiation and financial service sustainability for e-
wallet provider, and also assist the government to support cashless society in terms of e-wallet
usage in Malaysia.
Literature Review
To find the essential factors affecting consumer’s intention to continuous use of e-wallet among
consumers in Malaysia, researchers created summaries from findings and journals with topics
that are related to the study. The review of literature is related to electronic payment, mobile
payment, factors influencing behaviour intention, and cashless society. To ensure the current
status of research in the field of digitization, the approach of literature taken from the latest
year ranging from 2000 until 2020. This literature will assist researchers in creating the
conceptual frameworks of factors that support the intention to continuous use of e-wallet in
digital era.
Expectation Disconfirmation Model (EDM)
Expectation Disconfirmation Model (EDM) is described as the extent to which an individual
believes that using the system will help to achieve job performance gains. The EDM holds that
expectations, together with products/services performance, determine customer satisfaction
(Oliver, 1980). In turn, this effect is mediated by the positive or negative disconfirmation with
customer’s expectations through product or services performance (Liu et al., 2020). To clarify
how customer satisfaction can affect customer retention and loyalty, an application of
expectation disconfirmation model explains the customer consumption decision in the post-
purchase process (Liu et al., 2020; Lankton & McKnight, 2012; Spreng et al., 1996). According
to the model, customer satisfaction is the only one requirement that determines a customer’s
intention to continuous use or repurchase. EDM is used as a theoretical model, popular in
marketing literature, to analyze digital service failure classification and its consequences
(Oliver, 1980). Some studies in information systems have highlighted the usage of EDM for
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analyzing behavior post- adoption (Mustafa et al., 2020; Lankton & McKnight, 2012;
Venkatesh & Goyal, 2010).
Theory Planned Behaviour (TPB)
Theory of Planned Behavior (TPB) is a theory that extended from the Theory of Reasoned
Action (TRA) (Ajzen & Fishbein, 1980) which is widely used in explaining the customer
behavior (Ting et al., 2016; Ariffin & Lim, 2020). According to TRA, a person’s actual
behavior in performing a certain action is directly guided by his or her behavioral intention,
which in turn is jointly determined by the subjective norm and attitude toward behavior (Ajzen
& Fishbein, 1980). TPB is purposed to eliminated the limitations of the original model when
dealing with behavior over which people have incomplete volitional control (Ajzen, 1991). In
fact, TPB mainly focused on the perceived behavioral control that refers to individual
perception of the ease to have a well control of the behavior and it is well related to the
behavioral intention (Lai, 2017; Thakur & Srivastava, 2014). TPB well explained and being
used to examine the continuous use of the technology such as mobile apps, digital payments,
online services and many more (Alalwan, 2020; Zhu, Lan, and Chang, 2017). Past studies
examine on factors affecting continuance of mobile payment using theory of planned behavior
(Ariffin & Lim, 2020; Ting et al., 2016). TPB’s ability to capture social and control factors
through subjective norms and perceived behavioral control has been clearly emphasized in the
IT/IS literature (Morris et al., 2005; Pavlou & Chai, 2002). Previous researchers found that
TPB is a good tool to predict consumer’s intention on mobile ordering apps (Alalwan, 2020;
Wang et al., 2019).
Theory Acceptance Model (TAM)
The foundation of the proposed model leans on the technology acceptance model (TAM), as it
is one of the most prominent models, which has been utilized to explore the acceptance of
technology innovations in various contexts with strong predictive powers (Hu et al., 1999; Lim
et al., 2011). TAM hypothesizes two particular principles in identifying a user’s intention to
use and adopt a specific technology (Davis et al., 1989). First, perceived usefulness (PU) is the
degree to which the user believes that using such technology would enhance the user’s
performance on a task (Jen and Hung, 2015). Second, perceived ease of use (PEOU), is the
degree to which the user believes that using such technology should be free of effort, i.e. easy
to comprehend or operate (Jen and Hung, 2015; Lim et al., 2011). Thus, it is proposed that both
PU and PEOU are predicted to positively affect the intention to use the mobile payment apps.
While TAM has been a widely used and tested model in predicting user acceptance of a
technology, and further research is needed for the model to be incorporated with new constructs
in order to enhance its explanation and prediction of acceptance behavior (McFarland and
Hamilton, 2006; Wu et al., 2007). Therefore, TAM posits that a user’s behavioral intention to
initially adopt an innovative information system is jointly determined by his/her attitude
towards using the system and perceived usefulness, whereas attitude is a direct function of
perceived usefulness and perceived ease of use (Gupta et al., 2020; Liao et al., 2007). Past
studies found that TAM can effectively predict consumer’s intention to use new technologies
and applications (Lwoga & Lwoga, 2017; Buabeng-Andoh, 2018; Kim et al., 2010).
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Variables of Study and Hypothesis Development
Perceived Ease of Use
Perceived ease of use defined as the individual’s perception that using a certain system is
effortless or simply easy to do (Davis, 1989; Taylor & Todd, 1995a). For this reason, it is
considered to be one of the qualities of greatest impact on the acceptance of a new technology
(Moore & Benbasat, 1991). For Davis et al. (1989), the ease of use has a double impact on
attitude, due to its self-efficacy and instrumentality. On the other hand, the improvements in
the ease of use can also be instrumental, thus contributing to increased performance through
usefulness, as proved by the TAM (Matemba & Li, 2018; Mun et al., 2017; Mutahar et al.,
2017; Ramos-de-Luna et al., 2016). As for relationship of both factors in mobile payment
environment such as e-wallet, previous researcher found that perceived ease of use was the
greatest predictor of perceived usefulness and suggested that the easier to use the users feel
mobile payment is, the more useful they feel mobile payment is (Kim et al., 2010). Perceived
ease of use also influences a user’s attitude while adopting e-wallet (Bagla & Sancheti, 2018).
H1: There is a positive and significant relationship between perceived ease of use and attitude
Perceived Usefulness
Perceived usefulness is defined as the potential consumer’s subjective belief that using a
particular system would enhance his or her job performance in an organizational context (Davis
et al., 1989). In the mobile payment environment such as e-wallet, perceived usefulness will
show that the use of a given technology might be useful for someone to achieve a particular
result (Ariffin & Lim, 2020). Perceived usefulness also influences a user’s attitude while
adopting e-wallet (Bagla & Sancheti, 2018). For all of the above-mentioned reasons, perceived
usefulness is proposed as one of the main factors that affect the intention to continuous use of
mobile payment (C. Kim et al., 2010). In the present case, it is suggested that this will also be
applicable to the use of a new payment tool. Therefore, given that the e- wallet payment is
emerging within the existing payment systems, the usefulness it provides to the consumer will
be closely related to its advantages.
H2: There is a positive and significant relationship between perceived usefulness and attitude.
Attitude
Attitude has a high correlation to the behavioral intention and tend to drive to the verbal
response and overt actions (Ajzen, 1991). Attitudes can be predicted accurately by different
kind of behavior (Ajzen, 1991). Furthermore, many prior studies on technology adoption
consider the concept of attitude, reflecting favourable or unfavourable feelings about particular
behaviour, as an important determinant influencing the intention to continuous use (Ting et al.,
2016; I. L. Wu & Chen, 2005; H. Yang et al., 2017). Ting et al. (2016) and Liébana-Cabanillas
et al. (2017) said that attitude toward the mobile payment positively affected the user
satisfaction that lead to the behavioural intention to continuous use. Based on such prior
research, this study defines attitude as the perceived level of positive feelings toward the use
of e-wallet.
H3: There is a positive and significant relationship between attitude and user satisfaction.
Subjective Norm
Subjective norm was used to study on the consumer’s intention to continuous use with defined
as the perception of a person thought and opinion of the individual’s action and decision
making (Ajzen, 1991). The behavioral can be influencing from external and motivation to make
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according to the wishes of the references (Ajzen, 1991). Therefore, the subjective norm is an
important variable to determine the continuous intention to continuous use and higher tendency
of being influenced by peers on e-wallet services (Alalwan, 2020; Dwivedi et al., 2017;
(Okumus et al., 2018). As according to previous studies, there are a lot of advertisement such
as internet and mobile applications with constantly to influence mind of users (Jimenez &
Sonia, 2017). It could also being argue that customers are more likely to be affected by those
around them when judging their experience (satisfaction or dissatisfaction) of using ewallet
(Alalwan, 2020). Indeed, the social approval that customers could have from others regarding
the usage of e- wallet will enhance the social values captured in using such system and
accordingly the level of customer satisfaction (Gallarza & Saura, 2006). Subjective norm
was empirically proved to have a significant role in shaping the user’s satisfaction with mobile
social apps (Hsiao, Chang and Tang, 2016).
H4: There is a positive and significant relationship between subjective norm and user
satisfaction.
Perceived Behavioural Control
Perceived behavioral control is the third variable under TPB that explained people’s perception
of ease or difficulty in performing the behavior interest. It is associated with the beliefs about
the presence of control factors that may facilitate or hinder the performance of the behavior
(Ajzen, 2002). Previous study argued that it is the beliefs of control (Ting et al., 2017; Liao et
al., 2007) which is a significant factor to the intent behavior for consumers to perform online
purchases (Khatimah & Halim, 2016) and have suggested that a good experience on the
previous experience will lead the consumers to repurchase (Cobanoglu et al., 2015). Past
studies found that perceived behavioral control was positively related to behavioral intention.
Kim (2010), Deng, Mo, & Liu (2014), and Lu et al., (2015) showed that perceived behavioral
positively influenced the intention to continuous use of mobile data services. Meanwhile, Ting
et al. (2016) suggested that the higher the perceived behavioral control, the higher the
continuing usage of mobile payment. Past study found that perceived behavioral control
supports the argument that higher self-efficacy creates user confidence, which it turn to
intention for reuse the applications such as e-learning (Hayashi et al., 2004), social networking
(Wang et al., 2015), online banking (Susanto et al., 2016). Thus, for high involvement
technologies like e-wallet the user’s perceived behavioral control shaped a positive
confirmation and resulting continuance intentions (Sharma et al., 2019).
H5: There is a positive and significant relationship between perceived behavioral control and
consumer’s intention to continuous use.
Disconfirmation
Disconfirmation is defined as the difference between a consumer’s pre-purchase expectation
and the post purchase performance of a product or services (Liao et al., 2007). Previous studies
have undergone where disconfirmation would fall under three category which are; (1)
negatively disconfirmed whenever the product or service performs below expectation; (2)
confirmed whenever the product or services perform as expected; and (3) positively
disconfirmed whenever the product or services outperform expectations (Liu et al., 2020;
Oliver, 1980). Other literature indicates that an e-wallet’s performance is evaluated based on
prior basic expectations, driven by user’s own experiences (Hossain & Quaddus, 2012). The
satisfaction is primarily an outcome of the alignment between such expectations and
confirmation through meaningful consumption experiences (Bhattacherjee, 2001). According
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to Ambalov (2018) also establishes the general relationship between disconfirmation and
customer satisfaction.
H6: There is a positive and significant relationship between disconfirmation and user
satisfaction.
User Satisfaction
User satisfaction refer to the performance of the products or services against their expectation
(Slack & Singh, 2020). A consumer’s continuance with product or service, like a mobile wallet,
is primarily an outcome of satisfaction with its consumption, defined as the post-choice
evaluative judgment of the overall performance (Westbrook & Oliver, 1991). A user’s
satisfaction with an e-wallet determines whether the individual will keep using it as the primary
vehicle for digital payments (Wixom & Todd, 2005). Previous study using the EDM and TPB
as a theoretical to analyze and validated the relationship between satisfaction and continuance
intention on human behavioral as a result of positive finding including mobile applications
(Hsiao et al., 2016; Tam et al., 2018), e-governance (Valaei & Baroto 2017), e- retail (Hsiao,
2018) and banking/payment services (Chen & Li, 2016; Susanto et al., 2016; Yuan et al., 2016).
H7: There is a positive and significant relationship between user satisfaction and consumer’s
intention to continuous use.
Perceived Value as Moderator
Perceived value is defined as the trade-off between what customers receive, such as quality,
benefits, and utilities and what they sacrifice such as price, opportunity cost, transaction cost,
time, and efforts (Cronin et al., 1997; Cronin et al., 2000; Keeney, 1999; Zeithaml, 1988).
Perceived value contributes to the loyalty of an e-business by reducing an individual’s need to
seek alternative service providers (Liu et al., 2019; Chang et al., 2009). When the perceived
value is low, customers will be more inclined to switch to competing businesses in order to
increase perceived value, thus contributing to a decline in loyalty (Liu et al., 2019; Chang et
al., 2009). Past research found that perceived value was positively related to customer
satisfaction and post-purchase intention in telecom industry in China (Wang et al., 2016).
Perceived value has attracted interest in the literature because it is seen to be a key predictor of
customer satisfaction and loyalty (Bressolles et al., 2015; Chang & Wang, 2011; McDougall
& Levesque, 2000; Wang, 2014; Yang & Peterson, 2004). The relationship between customer
satisfaction and customer loyalty appears strongest when the customers feel that their current
e-business vendor provides higher overall value than that offered by competitors (Chang, Wang
& Yang, 2015; Liu et al., 2019; Shimp & Andrews, 2013). H8: Customer perceived value
strengthen the relationship between user satisfaction and consumer’s intention to continuous
use.
Proposed Conceptual Framework
The factors affecting consumer’s intention to continuous use of e-wallet among consumers in
Malaysia is the topic of this study and will be assessed regarding the extent that is adopted by
using a proposed model consists of 7 independent variables, they are perceived ease of use;
perceived usefulness; attitude; subjective norm; perceived behavioural control;
disconfirmation; user satisfaction and one moderator which is perceived value. These
independent variables lead to usage intention to continuous use as dependent variable. Based
on these variables, the hypothesis H1, H2, H3, H4, H5, H6, H7 will be tested to determine
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either there is a positive relationship between these variables and the intention to use e-wallet
and H8 either it give strong impact between satisfaction and intention to continuous use.
Figure 1: Proposed Conceptual Framework
Research Methodology
Data Collection and Sampling Procedures
This study focuses in Malaysia and who have an e-wallet and adopted or using the technology.
This study is a quantitative study where a questionnaire will be used to gather data concerning
the variables of interest. The unit of analysis in this study will be Malaysian consumers. The
population for this study focuses on all districts in Malaysia. Data will be collected using online
survey tools such as Google Form using the convenient sampling method. A self-administered
survey will be distributed to a total of 300 respondents of Malaysian consumers. According to
Sekaran (2016), the rule for determining the sample size is between 30 and 500; if the sample
size is too large (more than 500), it may become a problem and it is easy to make Type II error,
hence 200 is enough to help the research project. Type II error is the non-rejection of a false
null hypothesis. In other words, we accepted the findings of our research, but we should
actually reject them (Sekaran & Bougie, 2016). The link of online survey was sent out through
social media platform, such as Facebook, WhatsApp, and e-mail to participants.
Measurement of the Variables
This study aims at establishing relationships between predictors (independent variables) and
criteria variables (dependent variables). All of the measurement items in this study were
adapted from the previous studies to ensure validity of the constructs, for example, Perceived
Usefulness: “Using e-wallet improves my payment processing”, “Using e-wallet makes it
easier for me to conduct transactions”, Perceived Ease of Use: “My interaction with e-wallet is
clear and understandable”, “I find e-wallet to be easy to use” (Gupta et al., 2020),
Disconfirmation “My experience with using e- wallet was better than what I expected”, “The
service level provides by e- wallet was better than what I expected” (Liao et al., 2007; Gupta
et al., 2020), Attitude: “Using e-wallet is a good idea”, “I like the idea of using e-wallet to make
payment”, Subjective Norms: “People who are important to me prefer that I use the e-wallet”,
“I use e-wallet because of the influence from my friends”, Perceived Behavioural Control: “I
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have the capability of using ewallet for making payments”, “I have the confidence to use e-
wallet for making payments” (Taylor & Todd, 1995; Yang et al., 2017), Satisfaction: “I am
generally pleased using e-wallet”, “I am very satisfied using e-wallet” (Liao et al., 2007; Gupta
et al., 2020), Perceived Value: “The e-wallet provides value by offering discount/cashback
offers”, “The e-wallet saves time and effort by making payment faster” (Amoroso et al., 2012;
Liu et al., 2019), Continuous Intention: “I intend to continue using the e-wallet in the future”,
“I will always use e-wallet in my daily life” (Liao et al., 2007; Gupta et al., 2020).
The questionnaire is made up of three sections. Section A is the screening questions to filter
respondents aware or using the e-wallet services. Section B is to collect the socio-demographic
profiles of the respondent which includes gander, ethnic, age, highest education level,
employment, profession, monthly income, and how frequent respondents used e-wallet. Last
section I section C to G measure the independent variables, antecedent variable, moderator
variable and dependent variable of this study. The questionnaires incorporated a five-point
Likert scale ranging from one to five, where 1 = Strongly Disagree, 2 = Disagree, 3 = Neutral,
4 = Agree, and 5 = Strongly Agree.
Conclusion
The primary aim of this study is to identify the factors affecting consumer’s intention to
continuous use of e-wallet among consumers in Malaysia. The findings reveal that there are
several factors that possess significant relationship towards e-wallet intention to continuous
use, thus the researcher propose a new conceptual framework as per figure 1. The model will
be examining people’s continuous intention in using electronic payment instruments. After
conducting synthesis research from various studies and literature, researcher modified the
construct by integrated three theories which are Expectation Disconfirmation Theory (EDM),
Theory Planned Behaviour (TPB) and Theory Acceptance Model (TAM) into this model. The
researcher also adding one moderator variable which is perceived value in order to test either
it provides strong impact between satisfaction and continuous intention of using e-wallet in
Malaysia.
Implication of Study
By conducting this study, researcher will use the proposed conceptual framework to measure
the factors affecting consumer’s intention to continuous use of e-wallet among consumers in
Malaysia. Due to the limited resource and time, this research will be applied generally for
consumers located in Malaysia. Thereafter, the model will also be used to conduct comparative
study between e-wallets, aims to deliver a better understanding of consumer preferences
towards e-wallet services. In the future, the proposed model can be adopted to the results
obtained in a wider and vary sampling frame; such as another generation group all- around
Malaysia. The result of the study is beneficial for institutions such as e-wallet providers,
government, and even the society, as part of analysing e-wallet payment system and evaluating
sustainability of the cashless journey.
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