CONTINUANCE INTENTION TO USE E-WALLETS IN MALAYSIA AFTER OUTBREAK OF COVID-19

Abstract

This study aims to examine the factors that influence the continuance intention to use e-wallets in Malaysia after the outbreak of COVID-19. This study integrates the Unified Theory of Acceptance and Use of Technology (UTAUT) model with two unique variables (government support and physical distancing). There are 296 questionnaires collected from e-wallet users, and analysed through Multiple Linear Regression to verify the research model and hypotheses. The findings reveal that physical distancing is the most decisive factor influencing users to use e-wallets after the outbreak of COVID-19 in Malaysia. Social influence, facilitating conditions, government support significantly affect the continuance intention while effort expectancy is found to be insignificant in this study. This study developed an extended model to enrich future studies relating to e-wallets in a special situation. The finding provides suggestions for government agencies and e-wallet providers to seize the opportunity arising from the continuance intention of Malaysians to use e-wallets.