Factors Enhancing Young Consumers Satisfaction of Mobile Wallet Services in Malaysia

Authors

  • Sharon Yeak Hui Yee, Thoo Ai Chin, Zuraidah Sulaiman, Adaviah Mas’od, Norhayati Zakuan, Huam Hon Tat

Abstract

As the adoption of cashless transactions continues to grow, the mobile wallet has become prevalent in human daily life because it serves as an alternative payment option to replace the traditional payment method. Therefore, young consumers prefer to use mobile wallet to make transactions instead of carrying around so much of cash and heavy coins to make payments for their purchases. Currently, there are many mobile wallet choices in Malaysia market, however, mobile wallet has not grown as fast as expected since mobile wallet is not widely adopted by consumers to make payment due to their concern on satisfaction. Hence, this study aims to investigate the relationships between perceived ease of use, usefulness, trust, security and young customers’ satisfaction of mobile wallet. A total of 200 samples were collected from undergraduate students in Azman Hashim International Business School at Universiti Teknologi Malaysia (UTM) by using quantitative method. Purposive sampling technique was used to select respondents who had used mobile wallet for payment. Statistical Package for the Social Sciences (SPSS) was used for data analysis. The findings showed that perceived ease of use and security have a positive and significant relationship with young customer satisfaction of mobile wallet. In contrast, there are two hypotheses which are usefulness and trust are not significantly related to young customer satisfaction of mobile wallet. In conclusion, the finding of this study is expected to inspire Malaysia’s mobile wallet service providers to recognize specific key factors that are vital to influencing young customers’ satisfaction with mobile wallet.

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Published

2020-05-18

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Section

Articles