Thematic Analysis of Consumer Processes When Experiencing E-Money Transactions

  • Nassar Nordin Universiti Sains Islam Malaysia (USIM)
  • Syahidawati binti Shahwan Universiti Sains Islam Malaysia (USIM)
  • Norhazlina binti Ibrahim Universiti Sains Islam Malaysia (USIM)
  • Norita binti Mohd Nasir Monash University Malaysia
  • Nurulbahiah binti Awang Universiti Tenaga Nasional (UNITEN)


This study delves into the intricate processes of consumer transactions within e-money (or e-wallet) applications, across the pre-, during-, and post-transaction phases. Through in-depth interviews conducted with experts who concurrently serve as active users of e-money platforms, utilizing a qualitative research methodology and thematic analysis facilitated by the advanced Computer Assisted Qualitative Data Analysis Software (CAQDAS), particularly Atlas.ti, version 22, the research identifies three interconnected themes inherent in the e-money consumer transaction process: pre-transaction considerations, the actual transaction experience, and post-transaction reflections. A crucial aspect highlighted in this investigation is the discerning approach adopted by e-money consumers, who engage in thorough background research on various Electronic Money Institutions (EMIs) to strategically select the most suitable provider. Additionally, the study draws attention to innovative features, such as a 'shake to get a reward' incentive, implemented by some EMIs, which enhance the overall user experience. The overarching aim of this research is to contribute significantly to the understanding of e-money consumer protection issues by unravelling the processes inherent in digital transactions. The findings not only shed light on the nuanced dynamics of e-money transactions but also provide crucial insights into consumer behaviours and preferences at each phase of the transaction process. Ultimately, this research serves as a valuable foundation for ongoing discussions aimed at enhancing consumer protection in the evolving landscape of digital financial interactions.

Author Biographies

Syahidawati binti Shahwan, Universiti Sains Islam Malaysia (USIM)

Associate Professor, Faculty of Economics and Muamalat (FEM), Universiti Sains Islam Malaysia (USIM)



Business Ethics, Islamic Economics, Other Religions, Qualitative Social Research

Norhazlina binti Ibrahim, Universiti Sains Islam Malaysia (USIM)

Senior Lecturer, Faculty of Economics and Muamalat (FEM), Universiti Sains Islam Malaysia (USIM)



Accounting Scholarship, Business Administration, Financial Economics

Norita binti Mohd Nasir, Monash University Malaysia

Senior Lecturer in Accounting, and Deputy Director of Undergraduate Studies at the School of Business, Monash University Malaysia. Her current research interests are in the area of environmental sustainability, education sustainability and financial reporting.

Nurulbahiah binti Awang, Universiti Tenaga Nasional (UNITEN)

Senior Lecturer, Department of Social Science & Humanities



Civil Law, Legal Fundamentals


Skills and expertise:

Law and Legal Studies, Legal Analysis, Legal Theory, Human Rights and Democracy, Legislation


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How to Cite
NORDIN, Nassar et al. Thematic Analysis of Consumer Processes When Experiencing E-Money Transactions. International Journal of Business and Technology Management, [S.l.], v. 6, n. 2, p. 297-313, june 2024. ISSN 2682-7646. Available at: <>. Date accessed: 22 july 2024.
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