Investigating Factors Influencing Consumers’ Intention to Adopt E-Wallet among Generation Z in Selangor, Malaysia

Ooi Shir May1, H.Hartini2, Loo Hui Yee3
1College of Law, Government and International Studies, Universiti Utara Malaysia (This email address is being protected from spambots. You need JavaScript enabled to view it.)
2College of Law, Government and International Studies, Universiti Utara Malaysia (This email address is being protected from spambots. You need JavaScript enabled to view it.)
3College of Law, Government and International Studies, Universiti Utara Malaysia (This email address is being protected from spambots. You need JavaScript enabled to view it.)

ABSTRACT

E-wallet is one of the fastest-growing payment trends in Malaysia. The COVID-19 pandemic is an impetus for more Malaysians to use the e-wallet. Despite its enormous potential, e-wallet usage in Malaysia is still low. The paper aims to understand the factors that influence the adoption of e-wallet among Generation Z consumers in Selangor, Malaysia. Primary data were obtained through an online survey using a self-administered questionnaire. The final sample consisted of 402 Gen Z consumers selected by the purposive sampling method. The data collected were analysed using Statistical Package for Social Science (SPSS) version 25. The findings show that effort expectancy, performance expectancy, facilitating conditions, and social influence significantly affect consumers’ intention to adopt e-wallet. However, the result revealed that perceived quality did not indicate any significant impact on consumers’ intention to adopt e-wallet. The current study adds to the body of knowledge in the field of consumer behaviour in Malaysia. The findings can serve as a guideline for e-Wallet companies in Malaysia to implement suitable strategies to attract more Gen Z customers. To stay competitive in the market, e-wallet companies need to initiate more effort to connect with this generation.

Keywords: E-Wallet; Effort Expectancy; Performance Expectancy; Facilitating Conditions; Social Influence Perceived Quality; Behavioural Intention