Abstract:

There has been a growing focus on E-wallet adoption especially in emerging markets as it offers a convenient method for users to conduct cashless transactions. This study examines antecedents influencing the decision to adopt E-wallet in Malaysia from the customer’s perspective. It looks into the effect of determining factors performance expectancy, effort expectancy, social influence, awareness benefit, technology complexity, technology anxiety, government incentive, mobile device skillfulness, perceived security, and privacy concern on users’ intention to use. The moderator role of intention to use is also under examination. Also the importance performance analysis was conduct to ascertain the main factors that affect intention to use from the user perspective. The quantitative method has been adopted to collect data from 180 e wallet users in Malaysia. SmartPLS 3.0 was applied to examine the constructed hypotheses. The results indicate performance expectancy, effort expectancy, awareness benefit, technology complexity, technology anxiety, government incentive and mobile device skillfulness affect user’s intention to use Electronic wallet, and both of those factors are mediated by user intention. Moreover, research finding highlights the role of government incentive as the most important indicators toward user’s intention to use E-Wallet. Therefore Marketers can navigate which dimensions should be included in marketing campaigns to encourage adoption.