Investigating The E-Wallet Usage Continuance Intention in Malaysia Post-Covid 19 Pandemic

  • Kah Boon, Lim
  • Sook Fern, Yeo
  • Xin Yee, Tan
  • Cheng Ling, Tan


The global trend toward a cashless society involves cashless transactions via electronic media. Furthermore, the emergence of the coronavirus has enhanced contactless payment awareness in numerous nations, including Malaysia. Even though e-wallet usage in Malaysia has drastically increased, however, it is realised that the transaction volume of e-wallet is still not so desirable as compared to online banking. Hence, the main objective of this research is to investigate the e-wallet usage continuance intention among consumers in Malaysia. This research has adopted the Modified Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model to explain the continuance intention of E-wallet use. A minimum of 160 target respondents will be interviewed by a set of questionnaires via Google Form. The data collected were then keyed into the SPSS software and further analysed by using the Smart PLS software. The analysis result revealed that five factors which are performance expectancy, facilitating conditions, habit, hedonic motivation and trust, were found to have significant relationship to influence customer continuance intention of E-wallet use. It can be concluded that facilitating conditions and performance expectancy have shown as the most influential factor with significant positive effects in affecting the customer continuance intention of E-wallet use. In conclusion, all these findings emphasise the critical role by providing an insight to the e-wallet providers, e-wallet system developers, and future researchers with new ideas and suggestions for business innovation models regarding the perspectives of customer continuance intention towards the e-wallet services.


Abrazhevich, D. (2001). Electronic payment systems: Issues of User Acceptance. E-Work and E-Commerce,354-360.
Alalwan, Ali Abdallah, Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99–110.
Baptista, G., & Oliveira, T. (2015). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior, 50, 418–430.
Beh, P. K., Ganesan, Y., Iranmanesh, M., & Foroughi, B. (2021). Using smartwatches for fitness and health monitoring: the UTAUT2 combined with threat appraisal as moderators. Behaviour & Information Technology, 40(3), 282-299.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 351-370.
Casaló, L. V., Flavián, C., & Guinalíu, M. (2013). New members’ integration: Key factor of success in online travel communities. Journal of Business Research, 66(6), 706–710.
Chang, C. M., Liu, L. W., Huang, H. C., & Hsieh, H. H. (2019). Factors influencing Online Hotel Booking: Extending UTAUT2 with age, gender, and experience as moderators. Information (Switzerland), 10(9).
Chen, S. C., Li, S. H., Liu, S. C., Yen, D. C., & Ruangkanjanases, A. (2021). Assessing determinants of continuance intention towards personal cloud services: Extending utaut2 with technology readiness. Symmetry, 13(3).
Cui, Y., & Mohamad Hsbollah, H. (2019). Factors influencing the continuance intention to use e-wallet among mainland Chinese students in Malaysia. Test Engineering and Management, 81(11–12), 3977–3983.
Darmiasih, M., & Setiawan, P. Y. (2020). Continuance usage intention and its antecedents on using OVO e-wallet application in Denpasar. International Research Journal of Management, IT and Social Sciences, 8(1), 35–46.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 319-340, 13(3), 319–340.
Effendy, F., Hurriyati, R., & Hendrayati, H. (2021). Perceived Usefulness, Perceived Ease of Use, and Social Influence: Intention to Use e-Wallet. Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020), 187.
Escobar-Rodríguez, T., & Carvajal-Trujillo, E. (2014). Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model. Tourism Management, 43, 70–88.
Fintech Malaysia Report 2021. (2021). Fintech Malaysia.
Franke, G., & Sarstedt, M. (2019). Heuristics versus statistics in discriminant validity testing: a comparison of four procedures. Internet Research.
Hair Jr, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101-110.
Hutabarat, Z., Suryawan, I. N., Andrew, R., & Akwila, F. P. (2021). Effect Of Performance Expectancy And Social Influence On Continuance Intention In OVO. Jurnal Manajemen, 25(1), 125.
Im, I., Hong, S., & Kang, M. S. (2011). An international comparison of technology adoption: Testing the UTAUT model. Information and Management, 48(1), 1–8.
Indrawati, & Putri, D. A. (2018). Analyzing factors influencing continuance intention of E-payment adoption using modified UTAUT 2 Model: (A case study of Go-Pay from Indonesia). 2018 6th International Conference on Information and Communication Technology, ICoICT 2018, 167–173.
Iranmanesh, M., Jayaraman, K. S., Zailani, S., & Ghadiri, S. M. (2017). The effects of consumer perception of volume discount benefits on intention to purchase grocery products: Deal proneness as a moderator. Asia Pacific Journal of Marketing and Logistics, 29(5), 1017–1035.
Islam, M. Z., Low, P. K. C., & Hasan, I. (2013). Intention to use advanced mobile phone services (AMPS). Management Decision, 51(4), 824–838.
Junadi, & Sfenrianto. (2015). A Model of Factors Influencing Consumer’s Intention to Use E-payment System in Indonesia. Procedia Computer Science, 59, 214–220.
Kara, E., & Yaprakli, T. S. (2017). The Effects of Promotional Activities on the Intention to Purchase: A Field Study in Kahramanmaras. International Journal of Academic Research in Business and Social Sciences, 7(5), 2222–6990.
Kivetz, R., & Simonson, I. (2002). Earning the right to indulge: Effort as a determinant of customer preferences toward frequency program rewards. Journal of Marketing Research, 39(2), 155–170.
Kline, R. B. (2015). Principles and practice of structural equation modeling. Guilford publications.
Kolsaker, A., & Payne, C. (2002). Engendering trust in e-commerce: a study of gender-based concerns. Marketing Intelligence & Planning, 20(4), 206–214.
Kotecha, P. S. (2017). An Empirical Study on Future of Mobile - Wallets in India : A Gateway for Cashless Payments. Arthshastra : Indian Journal of Economics & Research, 6(6), 51.
Kulviwat, S., Bruner, G. C., & Al-Shuridah, O. (2009). The role of social influence on adoption of high tech innovations: The moderating effect of public/private consumption. Journal of Business Research, 62(7), 706–712.
Lee, M. C. (2009). Understanding the behavioural intention to play online games: An extension of the theory of planned behaviour. Online Information Review, 33(5), 849–872.
Lee, S., Kim, S., & Wang, S. (2017). Motivation factors influencing intention of mobile sports apps use by applying the unified theory of acceptance and use of technology (UTAUT).
Liao, C., Palvia, P., & Lin, H. N. (2006). The roles of habit and web site quality in e-commerce. International Journal of Information Management, 26(6), 469–483.
Liébana-Cabanillas, F., Singh, N., Kalinic, Z., & Carvajal-Trujillo, E. (2021). Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach. Information Technology and Management, 22(2), 133–161.
Limayem, M., Hirt, S., quarterly, C. C.-M., & 2007, undefined. (2007). How habit limits the predictive power of intention: The case of information systems continuance. JSTOR, 31(4), 705.
Ling, E. Y. Y., Sng, W., Leong, C., & Ho, S. (2021). Determinants of Mobile Banking Services Continuance Intention in Malaysia. Journal of Marketing Advances and Practices, 3(1), 2021.
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234.
Magni, M., Taylor, M. S., & Venkatesh, V. (2010). “To play or not to play”: A cross-temporal investigation using hedonic and instrumental perspectives to explain user intentions to explore a technology. International Journal of Human Computer Studies, 68(9), 572–588.
Mallat, N. (2007). Exploring consumer adoption of mobile payments - A qualitative study. Journal of Strategic Information Systems, 16(4), 413–432.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20(3), 709–734.
Ng, B. A., & Yap, M. C. (2019). Factors Influencing Consumers’ Perceived Usefulness of M-Wallet in Klang Valley, Malaysia. Review of Integrative Business and Economics Research, 8(4), 1–23.
Osman, S., & Yi, L. Y. (2021). Factors Influencing The Intention to Adopt eWallet among Students of Universiti Putra Malaysia. Sciences, 11(11), 1624-1641.
Palau-Saumell, R., Forgas-Coll, S., Sánchez-García, J., & Robres, E. (2019). User Acceptance of Mobile Apps for Restaurants: An Expanded and Extended UTAUT-2. Sustainability, 11(4), 1210.
Pérez-López, S., & Alegre, J. (2012). Information technology competency, knowledge processes and firm performance. Industrial Management and Data Systems, 112(4), 644–662.
Phuong, N. N. D., Luan, L. T., Dong, V. V., & Khanh, N. L. N. (2020). Examining customers' continuance intentions towards e-wallet usage: The emergence of mobile payment acceptance in Vietnam. The Journal of Asian Finance, Economics and Business, 7(9), 505-516.
Prabowo, G. T., & Nugroho, A. (2019). Factors that Influence the Attitude and Behavioral Intention of Indonesian Users toward Online Food Delivery Service by the Go-Food Application. Atlantis-Press.Com.
Punwatkar, S., & Verghese, M. (2018). Adaptation of e-Wallet Payment: An Empirical Study on Consumers’ Adoption Behavior in Central India. International Journal of Advanced in Management, Technology and Engineering Sciences.
Rabaa’i, A. A., & Almaati, S. A. (2021). Exploring the Determinants of Users’ Continuance Intention to Use Mobile Banking Services in Kuwait: Extending the Expectation-Confirmation Model. Asia Pacific Journal of Information Systems, 31(2), 141–184.
Raihan, T., & Indira, R. (2019). Analyzing Factors Influencing Continuance Intention of E-Wallet Adoption Using Utaut 2 Model (a Case Study of Dana in Indonesia). E-Proceeding of Management, 6(2), 3717–3717.
Raman, A., & Don, Y. (2013). Preservice Teachers’ Acceptance of Learning Management Software: An Application of the UTAUT2 Model. International Education Studies, 6(7).
Ramos, K. (2021). Factors influencing customers’ continuance usage intention of food delivery apps during COVID-19 quarantine in Mexico. British Food Journal.
Tam, C., Santos, D., & Oliveira, T. (2020). Exploring the influential factors of continuance intention to use mobile Apps: Extending the expectation confirmation model. Information Systems Frontiers, 22(1), 243–257.
The Star. (2021). Road to cashless society | The Star.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3), 425–478.
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and Use of Information Technology. MIS Quarterly, 36(1), 157–178.
Wong, C. Y., & Mohamed, M. I. P. (2021). Understanding the Factors That Influence Consumer Continuous Intention to Use E-Wallet in Malaysia. Research in Management of Technology and Business, 2(1), 561–576.
Xavier, P. S., & Zakkariya, K. A. (2021). Factors Predicting Consumers’ Continuance Intention to Use Mobile Wallets: Evidence from Kerala, India. Colombo Business Journal, 12(1), 114.
Xu, X. (2014). Understanding users’ continued use of online games: An application of UTAUT2 in social network games. MMEDIA - International Conferences on Advances in Multimedia, 58–65.
Yan, M., Filieri, R., & Gorton, M. (2021). Continuance intention of online technologies: A systematic literature review. International Journal of Information Management, 58.
Zanetta, L. D. A., Hakim, M. P., Gastaldi, G. B., Seabra, L. M. A. J., Rolim, P. M., Nascimento, L. G. P., Medeiros, C. O., & da Cunha, D. T. (2021). The use of food delivery apps during the COVID-19 pandemic in Brazil: The role of solidarity, perceived risk, and regional aspects. Food Research International, 149, 110671.
Zhang, L., Zhu, J., & Liu, Q. (2012). A meta-analysis of mobile commerce adoption and the moderating effect of culture. Computers in human behavior, 28(5), 1902-1911.
Zhou, T. (2012). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518–1525.
Zhou, T. (2014). An empirical examination of initial trust in mobile payment. Wireless Personal Communications, 77(2), 1519–1531.
How to Cite
LIM, Kah Boon, et al. Investigating The E-Wallet Usage Continuance Intention in Malaysia Post-Covid 19 Pandemic. International Journal of Business and Technology Management, [S.l.], v. 5, n. 1, p. 333-350, mar. 2023. ISSN 2682-7646. Available at: <>. Date accessed: 29 sep. 2023.