Touch n Go e-Wallet: The New Payment Style Existed when COVID-19 Hits

Muhammad Daniel Bin Ahmad Izaidin, Vijay Anant Athavale, Muhammad Danial Bin Abdul Razak, Nafisa Hani Binti Mohamed Zain, Najla Awatif Binti Aqimu’ Ajiby, Sakshi Singh, Yash Rajendra Katkar

Abstract


Touch ‘n Go e-wallet is a smartphone application that has recently gained users since the pandemic of COVID-19 hits Malaysia. Touch ‘n Go is an e-wallet, an electronic card that can make online payments using a smartphone. It is a secure way to pay using a smartphone because it is convenient to use and reduces physical touch, which can spread diseases and germs to other people. The pandemic and the imposition of Movement Control Orders (MCO) and Home Quarantine have encouraged e-wallet usage, as people will choose cashless payments during that period. This study examines how e-wallets help consumers throughout the COVID-19 pandemic in Malaysia. A total of 150 consumers completed an online survey via Google Forms, and the data were analyzed using SPSS. We found that perceived ease of use and trust impacted consumer satisfaction. This research provides new insights on e-wallet perceptions of Touch n Go and how this perception may promote consumer satisfaction.

Keywords: COVID-19, E-wallet, MCO, Pandemic, Physical touch, Smartphone, Touch n Go


Keywords


COVID-19, E-wallet, MCO, Pandemic, Physical touch, Smartphone, Touch n Go

Full Text:

PDF

References


Abdul-Halim, N., Vafaei-Zadeh, A., Hanifah, H., Teoh, A. P., & Nawaser, K. (2021). Understanding the determinants of E-wallet continuance usage intention in Malaysia. Quality & Quantity. https://doi.org/10.1007/s11135-021-01276-7

Adedapo Oluwaseyi Ojo, Olawole Fawehinmi, Oluwayomi Toyin Ojo, Chris Arasanmi & Christine Nya-Ling Tan | (2022) Consumer usage intention of electronic wallets during the COVID-19 pandemic in Malaysia, Cogent Business & Management, 9:1, 2056964, https://www.tandfonline.com/doi/full/10.1080/23311975.2022.2056964

Alam, M. M., Awawdeh, A. E., & Muhamad, A. I. (2021, May 25). Using e-wallet for business process development: challenges and prospects in Malaysia. Business Process Management Journal, 27(4), 1142-1162. https://doi.org/10.1108/BPMJ-11-2020-0528

Al Kubaisi, M., & Naser, N. A. (2021). Identifying factors that influence the use of E-wallets and its continuance. Innovative Strategies for Implementing FinTech in Banking, 263-290. https://doi.org/10.4018/978-1-7998-3257-7.ch016

Amalina, Nur & Suhaimi, Nur Amalina Diyana. (2021). Preliminary Study on the Perception of E-Wallets Usage by Malaysian Online Users. 11. 41-50. https://www.researchgate.net/publication/354282188_Preliminary_Study_on_the_Perception_of_E-Wallets_Usage_by_Malaysian_Online_Users/citation/download

Choi, J. C. (2020, November 6). User Familiarity and Satisfaction With Food Delivery Mobile Apps. SAGE Open. https://doi.org/10.1177%2F2158244020970563

Customer satisfaction: Why it's still important in 2021. (2021, January 21). https://survicate.com/customer-satisfaction/importance-customer-satisfaction/

Daragmeh, A., Sági, J., & Zéman, Z. (2021). Continuous intention to use E-wallet in the context of the COVID-19 pandemic: Integrating the health belief model (HBM) and technology continuous theory (TCT). Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 132. https://doi.org/10.3390/joitmc7020132

Edeh, F. O., Aryani, D. N., Subramaniam, T. A., Kee, D. M., Samarth, T., Nair, R. K., Kannappan, T. A., Tan, Y. S., & Teh, Y. C. (2021). Impact of COVID-19 pandemic on consumer behavior towards the intention to use E-wallet in Malaysia. International Journal of Accounting & Finance in Asia Pasific, 4(3), 42-59. https://doi.org/10.32535/ijafap.v4i3.1205

Kasirye, Faiswal & Masum, Sm. (2021). The Effects of e-Wallet Among Various Types of Users in Malaysia: A Comparative Study. https://www.researchgate.net/publication/350452739_The_Effects_of_e-Wallet_Among_Various_Types_of_Users_in_Malaysia_A_Comparative_Study

Kaur, P., Dhir, A., Talwar, S., & Ghuman, K. (2021, February 4). The value proposition of food delivery apps from the perspective of theory of consumption value. International Journal of Contemporary Hospitality Management, 33(4), 1129-1159. https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2020-0477/full/html

Kee, D. M. H., Nor Hisam, N. N., Abd Rashid, N. H., Abdul Aziz, N. S., Mazlan, N. A., & Mahadi, N. A. Z. (2021, June). The Impact of Using Cashless Payment during the Covid-19 Pandemic: A Case Study of Maybank. International Journal of Accounting & Finance in Asia Pacific, 4(2), 107-117. http://dx.doi.org/10.32535/ijafap.v4i2.1118

Kee, D. M., Ow, A. L., Ooi, Z. J., Sathiaseelan, P., Pang, K., KA, S., & Madhan, S. (2022). Have you touched? A case study of touch N go E-wallet | Kee | International Journal of accounting & finance in Asia Pasific (IJAFAP). International Journal of Applied Business and International Management (IJABIM). https://ejournal.aibpm.org/index.php/IJAFAP/article/view/1416

Md Wasiul Karim, Ahasanul Haque, Mohammad Arije Ulfy, Md Alamgir Hossain, & Md Zohurul Anis. (2020). Factors influencing the use of E-wallet as a payment method among Malaysian young adults. Journal of International Business and Management. https://doi.org/10.37227/jibm-2020-2-21/

Nadhira, A. F. (2021). ANALYSIS OF FACTORS AFFECTING CUSTOMER SATISFACTION: STUDY ON E-WALLET SERVICES. https://eprints.ums.ac.id/92520/11/NASKAH%20PUBLIKASI.pdf

Nawi, N. C., Mamun, A. A., Hayat, N., & Seduram, L. (2022, January 18). Promoting Sustainable Financial Services Through the Adoption of eWallet Among Malaysian Working Adults. SAGE OPEN. https://doi.org/10.1177%2F21582440211071107

Neger, M., & Uddin, B. (2020, March). Factors Affecting Consumers’ Internet Shopping Behavior During the COVID-19 Pandemic: Evidence From Bangladesh. Chinese Business Review, 19(3), 91-104. http://dx.doi.org/10.17265/1537-1506/2020.03.003

Ojo, A. O., Fawehinmi, O., Ojo, O. T., Arasanmi, C., & Tan, C. N. (2022). Consumer usage intention of electronic wallets during the COVID-19 pandemic in Malaysia. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2056964

PHUONG, N. N. D., LUAN, L. T., DONG, V. V., & KHANH, N. L. N. (2020, August 10). Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam. Journal of Asian Finance, Economics and Business, 7(9), 505-516. http://dx.doi.org/10.13106/jafeb.2020.vol7.no9.505

Prasasti, A., Aulisaina, F. I., & Hakim, M. A. R. (2021, March 10). Does Discount Matter in Indonesia e-Wallet Race:A Generation Z e-Wallet Preferences During Pandemics. The Winners, 22(1), 57-65. https://doi.org/10.21512/tw.v22i1.7019

Ramli, F. A., & Hamzah, M. I. (2021). Mobile payment and E-wallEt adoption in emerging economies: A systematic literature review. Journal of Emerging Economies and Islamic Research, 9(2), 1. https://doi.org/10.24191/jeeir.v9i2.13617

Setiyono, T. A. (2021, March 13). Indonesian’s Acceptance of Non-Cash Transaction Using Qris. Advances in Economics, Business and Management Research, 169. https://dx.doi.org/10.2991/aebmr.k.210311.027

Shane, J. M. S. S., Chan, T. J., & Mohan, Y. M. (2022, February 7). Factors Affecting the Intention to Adopt E-Wallet Services During Covid-19 Pandemic. Journal of Arts & Social Sciences, 4(2), 28-40. https://www.researchgate.net/profile/Tak_Jie_Chan/publication/360013193_Factors_Affecting_the_Intention_to_Adopt_E-Wallet_Services_During_Covid-19_Pandemic/links/625ced53709c5c2adb8375cb/Factors-Affecting-the-Intention-to-Adopt-E-Wallet-Services-During-Cov

Soon, W. L., Gengeswari, K., & Chin, K. S. (2022). A Peek at the Food Delivery Application Adoption Reluctance among Generation Y in Malaysia. Journal of Positive School Psychology, 6(3), 7018-7031. https://journalppw.com/index.php/jpsp/article/view/4268

TnG joins hands with MoF, MDEC to drive local businesses, encourage online purchases. (2021, July). New Strait Times. https://www.nst.com.my/business/2021/07/704559/tng-joins-hands-mof-mdec-drive-local-businesses-encourage-online-purchases

Undale, S., Kulkarni, A., & Patil, H. (2020). Perceived eWallet security: Impact of COVID-19 pandemic. Vilakshan - XIMB Journal of Management, 18(1), 89-104. https://doi.org/10.1108/xjm-07-2020-0022

What is E-wallets? Definition of E-wallets, E-wallets meaning. (n.d.). The Economic Times. https://economictimes.indiatimes.com/definition/e-wallets

What is user satisfaction? (n.d.). IGI Global: International Academic Publisher. https://www.igi-global.com/dictionary/user-satisfaction/31229

Yang, M., Mamun, A. A., Mohiuddin, M., Nawi, N. C., & Zainol, N. R. (2021). Cashless transactions: A study on intention and adoption of E-WallEts. Sustainability, 13(2), 831. https://doi.org/10.3390/su13020831




DOI: https://doi.org/10.32535/ijafap.v5i3.1933

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Muhammad Daniel Bin Ahmad Izaidin, Vijay Anant Athavale, Muhammad Danial Bin Abdul Razak, Nafisa Hani Binti Mohamed Zain, Najla Awatif Binti Aqimu’ Ajiby, Sakshi Singh, Yash Rajendra Katkar

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

International Journal of Accounting and Finance in Asia Pacific (IJAFAP)

ISSN 2684-9763 (Print) | ISSN 2655-6502 (Online)

DOI Prefix: 10.32535 by CrossRef

Published by AIBPM Publisher

JL. Kahuripan No. 9, Hotel Sahid Montana, Malang, Indonesia

Email: adm.ijafap@gmail.com

Phone: +62 341 366222

Website: https://ejournal.aibpmjournals.com/index.php/IJAFAP

Governed by

Association of International Business and Professional Management

Email: admin@aibpm.org

Website: https://www.aibpm.org/

Indexed by

SINTA Garuda Google Scholar Dimensions Scilit ROAD Crossref Copernicus

Licensing Information

Creative Commons License
International Journal of Accounting and Finance in Asia Pacific (IJAFAP) is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Visitor Statistics

Flag Counter

Web Analytics

View IJAFAP Stats