An Analysis of Survey Results on the User Interface Experiences of E-wallet Services

Abstract

Previous studies on electronic wallets have primarily focused on analyzing existing services using theoretical models based on behavioral factors, including technology adoption, user experience metrics, and marketing attributes. In contrast, this study takes a different approach by employing a customized mixed-method questionnaire administered to 381 participants. The aim is to identify the pain points associated with current electronic wallet services. The research identifies building trust as the highest priority for e-wallet usage, followed by performance expectancy, effort expectancy during the verification process, and registration. Moreover, the findings suggest that features such as topping up, rewards, and advertising have an impact on consumer satisfaction levels. The main objective of this research is to raise awareness of the issues highlighted by current users in the study and provide design recommendations and insights for improving the user interface experience for service providers. Additionally, the study explores the usage of various e-wallets in both Thailand and the United Kingdom to evaluate the core issues of e-wallet interfaces in diverse circumstances.