Touching the Future: Drivers of E-Wallet Adoption in Malaysia

Haslindar Ibrahim; Thiam Yong Kuek; Owenish A/L Shashi Kumar; Zi Jin Ong; Zhi Ling Ooi; Jia Xuan Peh; Penny Shuen Yhee Ho; A. J. Ali; Daisy Mui Hung Kee

doi:10.32535/jcda.v8i3.4169

Touching the Future: Drivers of E-Wallet Adoption in Malaysia

Haslindar Ibrahim, Thiam Yong Kuek, Owenish A/L Shashi Kumar, Zi Jin Ong, Zhi Ling Ooi, Jia Xuan Peh, Penny Shuen Yhee Ho, A. J. Ali, Daisy Mui Hung Kee

Abstract

Touch ‘n Go is a Malaysian digital wallet app that offers secure, convenient and cashless transactions for users. It allows people to make payments through their smartphones anywhere in the country, including retail stores, restaurants and transportation hubs. Thus, this paper aims to study the factors that affect the adoption of e-wallets in Malaysia. In our research, a survey will be conducted using Google Forms for data collection. We have sent a survey to our target respondents, people who are using Touch ‘n Go e-Wallet. Our research aims to find out whether perceived convenience, perceived security, consumer attitudes and social influence will affect the intention of consumers to use Touch ‘n Go e-Wallet. Our findings show that perceived convenience and customer attitudes have a significant positive impact on the adoption of e-wallets while perceived security and social influence play a minimal role only. These findings highlight the importance of usability, user experience and trust-building strategies. Thus, Touch ‘n Go Sdn Bhd may improve the adoption of e-wallets among Malaysians in the future by focusing on these aspects.

Keywords

Customer Attitudes; Digital E-Wallet; Intention to Use E-Wallet; Perceived Convenience; Perceived Security; Social Influence

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DOI: https://doi.org/10.32535/jcda.v8i3.4169