Citation

Mohd Reza, Mia Deanna Sara (2023) Continuous intention of E-Wallet usage: Merchants' Perspectives in Klang Valley. Masters thesis, Multimedia University.

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Abstract

The use of e-wallet among consumers and merchants have increased due to the Covid-19 pandemic that hit Malaysia in the year 2020. The increase in merchants’ usage of the e-wallet is due to them having to adapt to pandemic-associated consumer behaviour so that they can continue to stay relevant in the field. The rise in the usage of e-wallet among merchants has motivated this study to investigate the factors affecting merchants’ continuous e-wallet usage intention. This is because continuous intention is important in determining the long-term survivability of a technology, which in turn will help Malaysia reach the goal of becoming a cashless society. Additionally, while studies conducted on consumers’ perspectives tends to be a common theme, not much study focusses on the perspectives of merchants, particularly in the context of ewallet continuous intention in Malaysia. As mentioned, the main objective of this study is to investigate merchants’ continuous intention of e-wallet usage in Malaysia. The study integrates the Unified Theory of Acceptance and Use of Technology (UTAUT) model and Expectation Confirmation Model (ECM), and extends it with three other constructs, namely awareness, online customer service and network externalities. Furthermore, this study also aims to investigate the relationship between online customer service and satisfaction, as well as network externalities on satisfaction and continuous intention. The data were collected from merchants within the Klang Valley area who are currently utilizing the e-wallet as a payment method for their respective businesses. Statistical analyses were then conducted using SPSS and SmartPLS software. The findings showed that effort expectancy, network externalities and satisfaction have positive significant relationship with merchants’ continuous intention of the e-wallet. Apart from that, awareness has a significant positive relationship with performance expectancy, online customer service has a significant positive relationship with effort expectancy, and performance expectancy, facilitating condition and network externalities has a significant positive relationship with satisfaction. On the other hand, online customer service was found to not be a significant predictor of satisfaction. From the result it can be said that to ensure continuous usage of e-wallet among merchants, it is important for the service providers to increase the satisfaction level of the merchants. This can be done by ensuring the service is able to provide the merchants with attributes that they perceive to be useful. Raising awareness on not only the advantages, but also the limitations and current status of the e-wallet in Malaysia was found to be one of the methods in raising merchants’ performance expectancy of the e-wallet. Additionally, the service providers should also provide the merchants with a good online customer service, which in turn will raise merchants’ effort expectancy of the e-wallet. When merchants perceive the e-wallet to be easy to use, they are likely to continue using it in the future. Lastly, continuous effort and promotion to increase the using and adoption of e-wallet among consumers will also indirectly influence merchants’ intention to continue using the e-wallet. Hence, to ensure the continuous success of the e-wallet, service providers need to constantly ensure that the system is better than other payment methods, while at the same time putting in effort to continuously increase the adoption rate of the e-wallet in Malaysia.

Item Type:	Thesis (Masters)
Additional Information:	Call No.: HF5548.34 .M53 2023
Uncontrolled Keywords:	Mobile commerce
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5546-5548.6 Office management > HF5548.32-.34 Electronic commerce
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	27 Nov 2023 06:52
Last Modified:	27 Nov 2023 06:52
URII:	http://shdl.mmu.edu.my/id/eprint/11857

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