Embracing e-wallet applications among Generation Z in Malaysia: The mediating role of trust
DOI:
https://doi.org/10.24200/jonus.vol10iss1pp373-398Abstract
Background and Purpose: Smartphone advancements have led to a rise in cashless transactions like electronic wallets or e-wallets. Despite their success in digital payments, their uptake in Malaysia is still in its infancy, with e-wallets being used to a lesser extent than traditional methods. The primary objective of this study is thus to investigate the behavioral intentions of Generation Z in Malaysia to use e-wallets using the extended Technology Acceptance Model (TAM) via the Structural Equation Modelling (SEM).
Methodology: This quantitative study used an online questionnaire distributed to Generation Z in Malaysia, involving 207 respondents from a convenience sample. The data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0 to examine the relationship between the variables, aiming to understand their willingness to use e-wallets.
Findings: The study reveals that perceived usefulness, ease of use, and social influence significantly influence trust in e-wallet usage among Malaysia's Generation Z. In addition, perceived ease of use proves to be a predictor of perceived usefulness. Also, perceived usefulness, perceived ease of use, and social influence are found to have a significant impact on the intention to use e-wallets. Trust mediates the relationship between perceived usefulness, ease of use, and intention to use e-wallets, but not between social influence and intention.
Contributions: This study enhances consumer behavior understanding and the effectiveness of the Technology Acceptance Model (TAM) in analyzing e-wallet adoption. It aids providers and developers in comprehending customer willingness to use e-wallets and underscores the significance of trust in customer service.
Keywords: E-wallet, intention, trust, generation Z, theory of Acceptance Model.
References
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Che Nawi, N., Mamun, A. A., Hayat, N., & Seduram, L. (2022). Promoting sustainable financial services through the adoption of eWallet among Malaysian working adults. SAGE Open, 12(1), 21582440211071107.
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Chuttur, M. (2009). Overview of the technology acceptance model: Origins, developments and future directions. Indiana University, USA. Sprouts: Working Papers on Information Systems, 9(37), 1-21.
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Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
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Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106-121.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(1), 414-433.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hossain, M. M., Akter, S., & Adnan, H. M. (2022). Does the trust issue impact the intention to use e-wallet technology among students? Journal of Entrepreneurship and Business, 10(1), 57-71.
Iqbal, M. K., Saeed, A., Raza, A., Mushtaq, H., & Faraz, N. A. (2018). An empirical study on the effect of perceived usefulness and ease of use on purchase intention through mobile devices in Pakistan: A mediating role of online trust. European Journal of Business and Management, 10(17), 30-35.
Islam, T., Abid, C. M. S., & Ahmer, Z. (2020). How perceptions about ease of use and risk explain intention to use mobile payment service in Pakistan? The mediating role of perceived trust. Pakistan Journal of Commerce and Social Sciences, 14(1), 34-48.
Jager, J., Putnick, D. L., & Bornstein, M. H. (2017). More than just convenient: The scientific merits of homogeneous convenience samples. Monographs of the Society for Research in Child Development, 82(2), 13-30.
Jakubowska, M. (2017). The role of cashless transactions in the process of limiting the scale of the shadow economy. Copernican Journal of Finance & Accounting, 6(4), 23-37.
Janteng, J., & Dino, N. F. N. (2022). Investigating the determinants of e-wallet adoption intention in Malaysia: An empirical study. Sciences, 12(6), 561-575.
Jasin, M. (2022). The effect of perceived ease of use on behavior intention through perceived enjoyment as an intervening variable on digital payment in the digital era. Journal of Industrial Engineering & Management Research, 3(5), 127-133.
Kadir, H. A., Ismail, R., Wok, S., & Manan, K. A. (2022). The mediating effect of attitude on e-wallet usage among users in Malaysia. Journal of Communication Education, 2(1), 58-77.
Karim, M. W., Chowdhury, M. A. M., & Haque, A. A. (2022). A study of customer satisfaction towards e-wallet payment system in Bangladesh. American Journal of Economics and Business Innovation, 1(1), 1-10.
Karim, M. W., Haque, A., Ulfy, M. A., Hossain, M. A., & Anis, M. Z. (2020). Factors influencing the use of e-wallet as a payment method among Malaysian young adults. Journal of International Business and Management, 3(2), 1-12.
Kiew, J. P., Toh, E. T. L., Ngian, E. T., & Law, S. H. C. (2022). Perceived trust, convenience and promotion for the adoption of e-wallet. Social Sciences, 12(9), 374-385.
Kınış, F., & Tanova, C. (2022). Can I trust my phone to replace my wallet? The determinants of e-wallet adoption in North Cyprus. Journal of Theoretical and Applied Electronic Commerce Research, 17(4), 1696-1715.
Kumar, A., Adlakaha, A., & Mukherjee, K. (2018). The effect of perceived security and grievance redressal on continuance intention to use m-wallets in a developing country. International Journal of Bank Marketing, 36(7), 1170-1189.
Kurniawan, I. A., Mugiono, M., & Wijayanti, R. (2022). The effect of perceived usefulness, perceived ease of use, and social influence toward intention to use mediated by trust. Jurnal Aplikasi Manajemen, 20(1), 117-127.
Lu, Y., Yang, S., Chau, P. Y., & Cao, Y. (2011). Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective. Information & Management, 48(8), 393-403.
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54(1), 453-461.
Malik, A. N. A., & Annuar, S. N. S. (2021). The effect of perceived usefulness, perceived ease of use, reward, and perceived risk toward e-wallet usage intention. In M.H. Bilgin & H. Danis (Eds.), Eurasian business and economics perspectives (pp. 115-130). Springer.
McAllister, D. J. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24-59.
Ming, K. L. Y., Jais, M., Wen, C. C., & Zaidi, N. S. (2020). Factor affecting adoption of e-wallet in Sarawak. International Journal of Academic Research in Accounting, Finance and Management Sciences, 10(2), 244-256.
Montazemi, A. R., & Qahri-Saremi, H. (2015). Factors affecting adoption of online banking: A meta-analytic structural equation modeling study. Information & Management, 52(2), 210-226.
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2025-02-28
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Embracing e-wallet applications among Generation Z in Malaysia: The mediating role of trust. (2025). Journal of Nusantara Studies (JONUS), 10(1), 373-398. https://doi.org/10.24200/jonus.vol10iss1pp373-398
