Understanding the consumer’s intention to use the e-wallet services

Q1 Business, Management and Accounting

Spanish Journal of Marketing - ESIC Pub Date : 2021-12-07 DOI:10.1108/sjme-07-2021-0138

Shaizatulaqma Kamalul Ariffin, Mohamad Fakhrul Reza Abd Rahman, Ali Muhammad, Qi Zhang

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引用次数: 23

Abstract

Purpose The purpose of this paper is to investigate the key factors that explain intention to use e-wallet services (perceived usefulness, perceived ease of use, attitude, subjective norm, positive disconfirmation and perceived behavioral control). The moderating role of perceived value in the relationship between satisfaction and their intention to continue using the e-wallet is also examined. Methodology A total of 257 e-wallet users participated in an online survey and hypotheses were tested with SPSS/PLS-SEM. Findings The constructs technology acceptance model (TAM), theory of planned behavior (TPB) and user satisfaction affect intention to use. However, perceived value does not strengthen the relationship between user satisfaction and e-wallet usage intention. Practical implications The TAM, TPB and expectancy disconfirmation model (EDM) constructs help explain the use of e-wallet services. These results will help the providers of these services to understand user behavior and to design their marketing strategies more appropriately to ensure consumer satisfaction and their intention to use e-wallet services. Originality This study adopts a holistic and integrative approach to explain the continued use of e-wallet services. The model integrates three basic adoption theories: TAM, TPB and EDM.

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了解消费者使用电子钱包服务的意图

目的研究影响电子钱包服务使用意向的关键因素(感知有用性、感知易用性、态度、主观规范、积极失证和感知行为控制)。感知价值在满意度和他们继续使用电子钱包的意图之间的关系中的调节作用也被检查。方法对257名电子钱包用户进行在线调查，采用SPSS/PLS-SEM对假设进行检验。研究发现技术接受模型(TAM)、计划行为理论(TPB)和用户满意度对用户使用意愿有影响。然而，感知价值并没有强化用户满意度与电子钱包使用意愿之间的关系。实际意义TAM、TPB和期望不确认模型(EDM)的构建有助于解释电子钱包服务的使用。这些结果将有助于这些服务的提供者了解用户行为，并更适当地设计他们的营销策略，以确保消费者满意度和他们使用电子钱包服务的意愿。本研究采用整体和综合的方法来解释电子钱包服务的持续使用。该模型集成了三种基本的采用理论:TAM、TPB和EDM。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Spanish Journal of Marketing - ESIC Business, Management and Accounting-Marketing

CiteScore

9.10

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.