Understanding mobile e-wallet consumers’ intentions and user behavior

Esawe, Ahmed

doi:10.1108/sjme-05-2022-0105

Cited by 36 publications

(31 citation statements)

References 46 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Our study also disclosed that self-efficacy has a significant impact on perceived enjoyment and prior studies have confirmed our findings (Yoon and Lim, 2020; Esawe, 2022). This suggests that a greater self-efficacy will result in greater perceived enjoyment, which will consequently reduce consumer difficulty while executing various financial transactions.…”

Section: Findings and Discussionsupporting

confidence: 91%

“…In addition, performance expectancy has a significant impact on users' behavioral intention and this result is validated by prior research findings (Rabaa'i, 2021;Alkhwaldi et al, 2022;Kurniasari et al, 2023), but contradictory results have also been reported (Hassan et al, 2023;Ramprakash et al, 2023). Furthermore, it was found that performance expectancy significantly influences customer satisfaction, and our finding is supported by Chao (2019) and contradicted by Esawe (2022). This suggests that users' behavioral intention toward FinTech services will be positive if they anticipate that using these services will enable them to complete financial transactions more quickly and proficiently.…”

Section: Findings and Discussionsupporting

confidence: 88%

“…Moreover, it was observed that perceived enjoyment had a significant influence on customer satisfaction, and the findings of Choi et al (2021), Esawe (2022) and Tandon and Ertz (2022) validated our results; however, Nan et al (2020) contrast our results and found that perceived enjoyment has a weak influence on customer satisfaction. Furthermore, performance expectancy and effort expectancy are also strongly affected by perceived enjoyment and our results are consistent with previous findings (Chao, 2019; Esawe, 2022). Our findings suggest that users use FinTech services not only because they are advantageous and effortless but also because they enjoy using them.…”

Section: Findings and Discussionsupporting

confidence: 85%

“…Rubaia and Pria (2022), Rabaa’i (2021) and Kurniasari et al (2023) validate our findings, but Hassan et al (2023) and Hassan et al (2022) contradict our findings. Moreover, it was uncovered that there is a significant impact of effort expectancy on customer satisfaction, which is supported by past studies of Chao (2019) and Esawe (2022). Therefore, users prefer to adopt and use services that are convenient and effortless to use, so it advised to FinTech service providers to deliver services that they can easily understand and requires less effort to use them.…”

Section: Findings and Discussionmentioning

confidence: 72%

See 3 more Smart Citations

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

Srivastava,

Mohta,

Shunmugasundaram

2023

DPRG

View full text Add to dashboard Cite

Purpose This study aims to evaluate the users’ behavioral intention toward the acceptance and adoption of digital payment FinTech services in India. The study also compares the differences in Gen Y and Gen Z’s intention to adopt digital payment FinTech services. Design/methodology/approach The present study adopted both the unified theory of acceptance and use of technology (UTAUT) and the technology acceptance model (TAM) as its theoretical base and also added financial literacy and customer satisfaction. The data was analyzed by applying structural equation modeling using SmartPLS 4. Findings The outcomes of the study imply that customer satisfaction, effort expectancy and performance expectancy had a significant effect on behavioral intention. Moreover, effort expectancy, performance expectancy and perceived enjoyment had a significant influence on customer satisfaction, and effort expectancy and performance expectancy is significantly influenced by perceived enjoyment, while self-efficacy significantly influenced perceived enjoyment. Also, financial literacy does not moderate the relationship between effort expectancy, performance expectancy, facilitating condition and behavioral intention. Furthermore, the association of effort expectancy → customer satisfaction; perceived enjoyment → customer satisfaction; and perceived enjoyment → effort expectancy is moderated by age factor. Originality/value This study contributes by developing a more cohesive and unified model for assessing users’ behavioral intention toward acceptance and adoption of FinTech services by adopting constructs from the UTUAT and TAM and incorporating financial literacy and customer satisfaction to expand and enhance the theoretical prospect of the existing literature.

show abstract

Section: Findings and Discussionsupporting

confidence: 91%

Section: Findings and Discussionsupporting

confidence: 88%

Section: Findings and Discussionsupporting

confidence: 85%

Section: Findings and Discussionmentioning

confidence: 72%

See 2 more Smart Citations

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

Srivastava,

Mohta,

Shunmugasundaram

2023

DPRG

View full text Add to dashboard Cite

show abstract

“…Alwi et al (2021) used the TAM to identify the factors affecting behavioural intent to implement mobile e-wallet after the COVID-19 outbreak. Esawe (2022) also extended the UTAUT with mobile self-efficacy, perceived enjoyment and satisfaction to investigate the factors that influence behavioural intention and usage of e-wallets. Kee et al (2022) applied TAM together with other constructs to investigate the key factors to use an e-Wallet in the context of COVID-19 pandemic.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

Cashless economy – the nexus of COVID-19 and E-wallet usage intentions: a multi-group analysis between formal and informal sector workers in Ghana

Amankwa,

Amissah,

Okoampa-Larbi

2023

JSTPM

View full text Add to dashboard Cite

Purpose The purpose of this study is to offer a conceptual model that bridges gaps in the current research by combining constructs from the health belief model (HBM) and theory of planned behaviour (TPB). Furthermore, the researchers applied the constructed model to analyse the determinants of workers’ intentions to use e-wallet payment options for business transactions rather than physical currency during the ongoing COVID-19 pandemic. Finally, the paper examines whether there are any significant variations in the usage intentions of Ghanaian workers in the formal and informal sectors. Design/methodology/approach The non-probability convenience sampling technique was used to compile the primary respondents among Ghanaian users of e-wallets. Based on constructs derived from the HBM and TPB, an online survey involving the use of a questionnaire was administered to collect quantitative data from 285 formal and informal sector workers in Ghana. Data collected was analysed using the partial least squares-structural equation modelling approach involving the measurement, structural model tests, hypothesis tests and multi-group analysis (MGA) tests. Findings This study reveals that workers’ attitudes, subjective norms and perceived susceptibility as the main determinants of intentions to use e-wallets, as the analysis of data lends support to hypotheses involving these constructs. Perceived behavioural control was however not supported by the data analysis as a determinant of workers’ intention. Finally, there were no significant differences between e-wallet usage intentions of formal and informal sector workers in Ghana. Research limitations/implications Given the ongoing pandemic, the study recommends that governments of emerging economies should formulate policies that promote the use of e-wallets, to reduce the spread of COVID-19 and at the same time contribute to the quest for a cashless economy. However, the results of the study are only based on data collected from workers in Ghana. Therefore, practitioners should apply the recommendations with discretion and make modifications where necessary. The results of the study also provide evidence from the context of a developing country that can support future academic pursuits. Practical implications This study provides evidence that influences practitioners’ decisions and practices regarding the design and implementation of e-wallet services and innovations among workers in the formal and informal sectors of the economy. Originality/value This study provides useful business insights to user acquisition managers, marketing managers and business development managers during the formulation of policies, strategies and approaches for their mobile wallet subscriber base. Moreover, to the best of the authors’ knowledge, this study is one of the first to apply the constructs of the HBM (mainly applied in health research) to the study of workers’ intentions to use e-wallets. It, therefore, makes a significant contribution to the existing literature by examining the combined effects of the constructs of the HBM and the TPB on workers’ intention to use e-wallets.

show abstract

Conceptualizing User Interface Satisfaction in the Touch 'n Go E-Wallet Mobile Application

Shari,

Norshahimi,

Yop

et al. 2024

Lecture Notes in Networks and Systems

View full text Add to dashboard Cite

Understanding mobile e-wallet consumers’ intentions and user behavior

Cited by 36 publications

References 46 publications

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

Cashless economy – the nexus of COVID-19 and E-wallet usage intentions: a multi-group analysis between formal and informal sector workers in Ghana

Conceptualizing User Interface Satisfaction in the Touch 'n Go E-Wallet Mobile Application

Contact Info

Product

Resources

About