How Perceived Usefulness, Ease of Use, and Quality Affect E-Wallet Intention in Gen Y and Z: A TAM Perspective
DOI:
https://doi.org/10.33506/sl.v14i2.4233Keywords:
E-Wallet, Perceived Ease Of Use, Perceived Usefulness, Quality, Intention To UseAbstract
This study aims to evaluate the effect of perceived ease of use, perceived usefulness, and quality on intention to use e-wallets among generations Y and Z. The method used was quantitative, and questionnaires were distributed to 236 respondents in several cities in Java. The study used Structural Equation Modeling with IBM SPSS 29 software and AMOS Graphic 26 to test the proposed hypothesis. The results showed that both subjective norms significantly positively influence perceived ease of use, increasing perceived usefulness. Quality also contributes positively to perceived usefulness and perceived trust. However, the relationship between perceived trust and intention to use was not significantly proven. These findings provide important insights for e-wallet service providers to develop interface design and service quality to encourage wider adoption among young users. The Technology Acceptance Model theory serves as the foundation for this study, which analyses the factors that influence technology acceptance by contributing to developing more effective marketing strategies and product designs for increasing e-wallet usage among the younger generation.
References
N. A. Abdul-Halim, A. Vafaei-Zadeh, H. Hanifah, A. P. Teoh, and K. Nawaser, “Understanding the determinants of e-wallet continuance usage intention in Malaysia,” Qual Quant, vol. 56, no. 5, 2022, doi: 10.1007/s11135-021-01276-7.
Worldpay, corporate.worldpay.com. Accessed: Oct. 09, 2024. [Online]. Available: https://corporate.worldpay.com/news-releases/news-release-details/worldpay-global-payments-report-2024-digital-wallet-maturity
N. Saskia Aulia and G. Marsasi, “The Role of Perceived Usefulness, Perceived Ease of Use, and Task Technology Fit to Increase Perceived Impact on Learning,” 2024.
E. Gunanto Marsasi, S. Barqiah, and Y. Kurnia Gusti, “Investigation Of The Effects Of Social Capital On Information-Sharing Behavior That Drives Gen Z Purchase Intentions Through Social Commerce,” Media Ekonomi dan Manajemen, vol. 39, pp. 42–60, 2024.
H. Baber, “Modelling the acceptance of e-learning during the pandemic of COVID-19-A study of South Korea,” International Journal of Management Education, vol. 19, no. 2, Jul. 2021, doi: 10.1016/j.ijme.2021.100503.
M. Hendijani Fard and R. Marvi, “Viral marketing and purchase intentions of mobile applications users,” International Journal of Emerging Markets, vol. 15, no. 2, pp. 287–301, Mar. 2020, doi: 10.1108/IJOEM-06-2018-0291.
A. T. To and T. H. M. Trinh, “Understanding behavioral intention to use mobile wallets in vietnam: Extending the tam model with trust and enjoyment,” Cogent Business and Management, vol. 8, no. 1, 2021, doi: 10.1080/23311975.2021.1891661.
M. Qi, J. Cui, X. Li, and Y. Han, “Perceived factors influencing the public intention to use E-Consultation: Analysis of web-based survey data,” J Med Internet Res, vol. 23, no. 1, Jan. 2021, doi: 10.2196/21834.
W. M. Al-Rahmi, N. Yahaya, M. M. Alamri, I. Y. Alyoussef, A. M. Al-Rahmi, and Y. Bin Kamin, “Integrating innovation diffusion theory with technology acceptance model: supporting students’ attitude towards using a massive open online courses (MOOCs) systems,” Interactive Learning Environments, vol. 29, no. 8, pp. 1380–1392, 2021, doi: 10.1080/10494820.2019.1629599.
R. Baki, B. Birgoren, and A. Aktepe, “IDENTIFYING FACTORS AFFECTING INTENTION TO USE IN DISTANCE LEARNING SYSTEMS,” Apr. 2021.
L. Pham, T. Klaus, and C. Changchit, “Factors Influencing Intention to Use Online Consumer Reviews: The Case of Vietnam,” Journal of Global Information Management, vol. 31, no. 1, pp. 1–22, 2023, doi: 10.4018/JGIM.321642.
Y. Wen, X. Yuan, and W. Li, “Social Q&A communities: A multi-factor study of the influence of users’ knowledge sharing behaviors,” Front Psychol, vol. 13, Sep. 2022, doi: 10.3389/fpsyg.2022.967991.
A. A. Rabaa’i and X. Zhu, “Understanding the determinants of wearable payment adoption: An empirical study,” Interdisciplinary Journal of Information, Knowledge, and Management, vol. 16, pp. 173–211, Apr. 2021, doi: 10.28945/4746.
X. Zou, Q. Chen, Y. Zhang, and R. Evans, “Predicting COVID-19 vaccination intentions: the roles of threat appraisal, coping appraisal, subjective norms, and negative affect,” BMC Public Health, vol. 23, no. 1, Dec. 2023, doi: 10.1186/s12889-023-15169-x.
Nazmunnahar, M. A. Haque, B. Ahamed, M. Tanbir, F. I. Suhee, and M. R. Islam, “Assessment of risk perception and subjective norms related to Mpox (monkeypox) among adult males in Bangladesh: A cross-sectional study,” Health Sci Rep, vol. 6, no. 6, Jun. 2023, doi: 10.1002/hsr2.1352.
A. Hammad, A. Q. Bataineh, M. T. Alshurideh, and H. A. Salhab, “Factors affecting healthcare providers to accept digital marketing: The moderating role of subjective norms,” International Journal of Data and Network Science, vol. 6, no. 4, pp. 1085–1098, Sep. 2022, doi: 10.5267/j.ijdns.2022.7.011.
C. S. Kuo, Y. Kang, and H. L. Yang, “Investigating the determinants of continuance intention on cloud ERP systems adoption,” Advances in Mechanical Engineering, vol. 15, no. 4, Apr. 2023, doi: 10.1177/16878132231165973.
F. Li, H. Lu, M. Hou, K. Cui, and M. Darbandi, “Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality,” Technol Soc, vol. 64, Feb. 2021, doi: 10.1016/j.techsoc.2020.101487.
R. Wang and M. Peters, “Consumer Intention to Switch from Cash to Mobile Payment in Restaurants During and After Pandemic,” Journal of Quality Assurance in Hospitality and Tourism, 2023, doi: 10.1080/1528008X.2023.2201696.
A. Xu, W. Li, Z. Chen, S. Zeng, L. A. Carlos, and Y. Zhu, “A Study of Young Chinese Intentions to Purchase ‘Online Paid Knowledge’: An Extended Technological Acceptance Model,” Front Psychol, vol. 12, Jun. 2021, doi: 10.3389/fpsyg.2021.695600.
K. Gokmenoglu and M. Kaakeh, “An empirical investigation of the extended Technology Acceptance Model to explain mobile banking adoption,” Eastern Journal of European Studies, vol. 13, no. 2, pp. 204–225, 2022, doi: 10.47743/EJES-2022-0210.
O. C. Edo, D. Ang, E. E. Etu, I. Tenebe, S. Edo, and O. A. Diekola, “Why do healthcare workers adopt digital health technologies - A cross-sectional study integrating the TAM and UTAUT model in a developing economy,” International Journal of Information Management Data Insights, vol. 3, no. 2, Nov. 2023, doi: 10.1016/j.jjimei.2023.100186.
V. Sharma, K. Jangir, M. Gupta, and R. Rupeika-Apoga, “Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach,” International Journal of Information Management Data Insights, vol. 4, no. 2, Nov. 2024, doi: 10.1016/j.jjimei.2024.100252.
S. Nookhao and S. Kiattisin, “Achieving a successful e-government: Determinants of behavioral intention from Thai citizens’ perspective,” Heliyon, vol. 9, no. 8, Aug. 2023, doi: 10.1016/j.heliyon.2023.e18944.
A. Kanaan, A. Al-Hawamleh, A. Abulfaraj, H. M. Al-Kaseasbeh, and A. H. Alorfi, “The effect of quality, security and privacy factors on trust and intention to use e-government services,” International Journal of Data and Network Science, vol. 7, no. 1, pp. 185–198, Dec. 2023, doi: 10.5267/j.ijdns.2022.11.004.
Q. Shang, H. Ma, C. Wang, and L. Gao, “Effects of Background Fitting of e-Commerce Live Streaming on Consumers’ Purchase Intentions: A Cognitive-Affective Perspective,” Psychol Res Behav Manag, vol. 16, pp. 149–168, 2023, doi: 10.2147/PRBM.S393492.
A. Panyekar and E. G. Marsasi, “The Role of Brand Equity, Brand Authenticity, Brand Trust to Increase Customer Satisfaction,” JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan), vol. 8, no. 1, Apr. 2024, doi: 10.29408/jpek.v8i1.25144.
K. L. Tan, C. M. Leong, and N. F. Richter, “Navigating Trust in Mobile Payments: Using Necessary Condition Analysis to Identify Must-Have Factors for User Acceptance,” Int J Hum Comput Interact, 2024, doi: 10.1080/10447318.2024.2338319.
S. Barqiah and E. G. Marsasi, “Influence of Utilitarian Motivation, Ideal Self-Concept, and Perception of Consumers on Intention to Use Islamic Banking Products,” Jurnal Organisasi dan Manajemen, vol. 18, no. 2, pp. 100–112, Dec. 2022, doi: 10.33830/jom.v18i2.3628.2022.
N. D. Rossiman, N. H. Rashid, W. A. Ahmad Ramzuna, and M. N. Almunawar, “The perception and usage of google drive among higher education institution students in Brunei darussalam,” International Journal of Asian Business and Information Management, vol. 12, no. 3, pp. 222–239, 2021, doi: 10.4018/IJABIM.20210701.oa14.
M. Alotumi, “Factors influencing graduate students’ behavioral intention to use Google Classroom: Case study-mixed methods research,” Educ Inf Technol (Dordr), vol. 27, no. 7, pp. 10035–10063, Aug. 2022, doi: 10.1007/s10639-022-11051-2.
H. J. Arfansyah and G. Marsasi, “The Effect of Attitude and Trust on Behavioral Intention In The Modern Market Industry A R T I C L E I N F O,” 2023.
Jhon W. Creswell and J. David Creswell, “Research Design Qualitative, Quantitative, and Mixed Methods Approaches,” 2022.
Uma Sekaran and Roger Bougie, “Research Methods for Business,” 2020. [Online]. Available: www.wileypluslearningspace.com
J. F. Hair, W. C. Black, B. J. Babin, and R. E. Anderson, “MULTIVARIATE DATA ANALYSIS EIGHTH EDITION,” 2019. [Online]. Available: www.cengage.com/highered
C. Q. Chen, C. Y. Wang, X. F. Shan, L. Zhan, and S. J. Chen, “An empirical investigation of reasons influencing pre-service teachers acceptance and rejection of immersive virtual reality usage,” Teach Teach Educ, vol. 137, Jan. 2024, doi: 10.1016/j.tate.2023.104391.
V. Milutinović, “Examining the influence of pre-service teachers’ digital native traits on their technology acceptance: A Serbian perspective,” Educ Inf Technol (Dordr), vol. 27, no. 5, pp. 6483–6511, Jun. 2022, doi: 10.1007/s10639-022-10887-y.
M. Y. chao Jiang, M. S. yung Jong, W. W. fat Lau, Y. L. Meng, C. S. Chai, and M. Chen, “Validating the General Extended Technology Acceptance Model for E-Learning: Evidence From an Online English as a Foreign Language Course Amid COVID-19,” Front Psychol, vol. 12, Oct. 2021, doi: 10.3389/fpsyg.2021.671615.
H. Alshurafat, M. O. Al Shbail, W. M. Masadeh, F. Dahmash, and J. M. Al-Msiedeen, “Factors affecting online accounting education during the COVID-19 pandemic: an integrated perspective of social capital theory, the theory of reasoned action and the technology acceptance model,” Educ Inf Technol (Dordr), vol. 26, no. 6, pp. 6995–7013, Nov. 2021, doi: 10.1007/s10639-021-10550-y.
C. H. Tseng, C. H. Hsu, J. W. Liu, and C. T. Wang, “The impact of online teaching in behavior intention for college students in Taiwan,” Front Psychol, vol. 13, Aug. 2022, doi: 10.3389/fpsyg.2022.911262.
A. S. Al-Adwan, N. Li, A. Al-Adwan, G. A. Abbasi, N. A. Albelbisi, and A. Habibi, ““Extending the Technology Acceptance Model (TAM) to Predict University Students’ Intentions to Use Metaverse-Based Learning Platforms”,” Educ Inf Technol (Dordr), vol. 28, no. 11, pp. 15381–15413, Nov. 2023, doi: 10.1007/s10639-023-11816-3.
M. Maqableh, H. Y. Hmoud, M. Jaradat, and R. Masa’deh, “Integrating an information systems success model with perceived privacy, perceived security, and trust: the moderating role of Facebook addiction,” Heliyon, vol. 7, no. 9, Sep. 2021, doi: 10.1016/j.heliyon.2021.e07899.
A. Daragmeh, A. Saleem, J. Bárczi, and J. Sági, “Drivers of post-adoption of e-wallet among academics in Palestine: An extension of the expectation confirmation model,” Front Psychol, vol. 13, Sep. 2022, doi: 10.3389/fpsyg.2022.984931.
K. A. A. Sleiman, L. Juanli, H. Lei, R. Liu, Y. Ouyang, and W. Rong, “User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis,” Sage Open, vol. 11, no. 4, 2021, doi: 10.1177/21582440211056599.
I. Hidayat Ur Rehman, J. Ali Turi, J. Rosak-Szyrocka, M. N. Alam, and L. Pilař, “The role of awareness in appraising the success of E-government systems,” Cogent Business and Management, vol. 10, no. 1, 2023, doi: 10.1080/23311975.2023.2186739.
A. Al-Okaily, M. Al-Okaily, T. Ai Ping, H. Al-Mawali, and H. Zaidan, “An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks,” Cogent Business and Management, vol. 8, no. 1, 2021, doi: 10.1080/23311975.2021.1918847.
Q. Zheng, C. Li, and S. Bai, “Evaluating the couriers’ experiences of logistics platform: The extension of expectation confirmation model and technology acceptance model,” Front Psychol, vol. 13, Sep. 2022, doi: 10.3389/fpsyg.2022.998482.
Y. Li and J. Wang, “Evaluating the Impact of Information System Quality on Continuance Intention Toward Cloud Financial Information System,” Front Psychol, vol. 12, Aug. 2021, doi: 10.3389/fpsyg.2021.713353.
L. Kim, P. Maijan, T. Jindabot, and W. B. Ali, “How to build trust: Evidence from Thai customers in the latex glove industry,” Innovative Marketing, vol. 17, no. 4, pp. 120–131, 2021, doi: 10.21511/im.17(4).2021.11.
M. A. Nadeem, Z. Liu, A. H. Pitafi, A. Younis, and Y. Xu, “Investigating the Adoption Factors of Cryptocurrencies—A Case of Bitcoin: Empirical Evidence From China,” Sage Open, vol. 11, no. 1, 2021, doi: 10.1177/2158244021998704.
I. K. Mensah, “Understanding the Drivers of Ghanaian Citizens’ Adoption Intentions of Mobile Health Services,” Front Public Health, vol. 10, Jun. 2022, doi: 10.3389/fpubh.2022.906106.
X. Y. Chan, M. K. Rahman, A. Al Mamun, A. A. Salameh, W. M. H. Wan Hussain, and S. S. Alam, “Predicting the Intention and Adoption of Mobile Shopping During the COVID-19 Lockdown in Malaysia,” Sage Open, vol. 12, no. 2, Apr. 2022, doi: 10.1177/21582440221095012.
N. M. Nusairat et al., “Avoiding uncertain buying intentions: Does WebQual matter?,” International Journal of Data and Network Science, vol. 7, no. 1, pp. 425–432, 2023, doi: 10.5267/j.ijdns.2022.9.004.
S. Hasan, E. R. Godhuli, M. S. Rahman, and M. A. Al Mamun, “The adoption of conversational assistants in the banking industry: is the perceived risk a moderator?,” Heliyon, vol. 9, no. 9, Sep. 2023, doi: 10.1016/j.heliyon.2023.e20220.
E. G. Marsasi, A. Albari, and M. Muthohar, “How Utilitarian Motivation and Trust Can Increase Intention to Use Based on Functional Attitude Theory,” International Journal of Professional Business Review, vol. 8, no. 12, p. e04086, Dec. 2023, doi: 10.26668/businessreview/2023.v8i12.4086.
W. D. D. Perez, Y. T. Prasetyo, M. M. L. Cahigas, S. F. Persada, M. N. Young, and R. Nadlifatin, “Factors Influencing Non-Fungible Tokens (NFT) Game Engagement during the COVID-19 pandemic: The Theory of Planned Behavior (TPB) and Hedonic Motivation System Adoption Model (HMSAM) Approach,” Heliyon, vol. 9, no. 9, Sep. 2023, doi: 10.1016/j.heliyon.2023.e19847.
C. Wang et al., “An empirical evaluation of technology acceptance model for Artificial Intelligence in E-commerce,” Heliyon, vol. 9, no. 8, Aug. 2023, doi: 10.1016/j.heliyon.2023.e18349.
Y. Chen, S. Khalid Khan, N. Shiwakoti, P. Stasinopoulos, and K. Aghabayk, “Analysis of Australian public acceptance of fully automated vehicles by extending technology acceptance model,” Case Stud Transp Policy, vol. 14, Dec. 2023, doi: 10.1016/j.cstp.2023.101072.
I. Alhadid et al., “Evaluating the influence of security considerations on information dissemination via social networks,” International Journal of Data and Network Science, vol. 7, no. 4, pp. 1471–1484, Sep. 2023, doi: 10.5267/j.ijdns.2023.8.015.
L. Kim, P. Maijan, T. Jindabot, and W. B. Ali, “How to build trust: Evidence from Thai customers in the latex glove industry,” Innovative Marketing, vol. 17, no. 4, pp. 120–131, 2021, doi: 10.21511/im.17(4).2021.11.
S. Mousavi and S. Roper, “Enhancing Relationships Through Online Brand Communities: Comparing Posters and Lurkers,” International Journal of Electronic Commerce, vol. 27, no. 1, pp. 66–99, 2023, doi: 10.1080/10864415.2022.2158596.
P. Rao, S. Balasubramanian, N. Vihari, S. Jabeen, V. Shukla, and J. Chanchaichujit, “The e-commerce supply chain and environmental sustainability: An empirical investigation on the online retail sector,” Cogent Business and Management, vol. 8, no. 1, 2021, doi: 10.1080/23311975.2021.1938377.
H. Chemingui and H. Ben Lallouna, “Resistance, motivations, trust and intention to use mobile financial services,” International Journal of Bank Marketing, vol. 31, no. 7, pp. 574–592, 2013, doi: 10.1108/IJBM-12-2012-0124.
M. Z. Hoque and M. N. Alam, “What determines the purchase intention of liquid milk during a food security crisis? The role of perceived trust, knowledge, and risk,” Sustainability (Switzerland), vol. 10, no. 10, Oct. 2018, doi: 10.3390/su10103722.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 SENTRALISASI
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Please find the rights and licenses in Sentralisasi. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1. License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by the stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author, and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User/Public Rights
Sentralisasi's spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Sentralisasi permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Sentralisasi on distributing works in the journal and other media of publications. Unless otherwise stated, the authors are public entities as soon as their articles got published.
4. Rights of Authors
Authors retain all their rights to the published works, such as (but not limited to) the following rights;
- Copyright and other proprietary rights relating to the article, such as patent rights,
- The right to use the substance of the article in own future works, including lectures and books,
- The right to reproduce the article for own purposes,
- The right to self-archive the article (please read our deposit policy),
- The right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal (Sentralisasi).
5. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Sentralisasi will not be held liable for anything that may arise due to the author(s) internal dispute. Sentralisasi will only communicate with the corresponding author.
6. Royalties
Being an open accessed journal and disseminating articles for free under the Creative Commons license term mentioned, author(s) aware that Sentralisasi entitles the author(s) to no royalties or other fees.
7. Miscellaneous
Sentralisasi will publish the article (or have it published) in the journal if the article editorial process is successfully completed. Sentralisasi's editors may modify the article to a style of punctuation, spelling, capitalization, referencing, and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
