Continuance usage intention of e-wallets: Insights from merchants

The aim of this study is to examine the factors that impact merchants’ inclination to persist in utilizing e-wallets as a payment system in Malaysia. The study integrates the Unified Theory of Acceptance and Use of Technology (UTAUT) model with the Expectation Confirmation Model (ECM). Additionally, it includes three other constructs: awareness, online customer service, and network externalities. A total of 146 survey responses were collected and subsequently analyzed using PLS-SEM. The findings revealed that awareness and online customer service exert positive influences on performance expectancy and effort expectancy, respectively. It was determined that performance expectancy significantly and positively affects satisfaction. The study showed that effort expectancy, network externalities, and satisfaction positively affect merchants’ continuous intention to use the e-wallet system. Conversely, performance expectancy was not identified as a significant predictor of continuance usage intention of e-wallets.