<p>This study investigates the determinants of continuous e-wallet usage intention in the post-COVID context, where users’ transaction behaviours and expectations have shifted toward greater reliance on digital payments. Drawing on the Technology Continuance Theory (TCT), this study examines how perceived usefulness, perceived ease of use, confirmation, satisfaction, and attitude contribute to sustained usage. Data were collected from active Malaysian e-wallet users through an online survey and analysed using partial least squares structural equation modelling, appropriate for examining complex relationships among latent variables. The results show that perceived usefulness, satisfaction, and attitude significantly predict continuous usage intention. Satisfaction mediates the effect of confirmation on continuance, whereas attitude mediates the influence of perceived usefulness. These findings highlight the importance of both cognitive evaluations and affective responses in sustaining digital payment usage. By focusing on continuance rather than initial adoption, this study addresses a key gap in post-COVID digital payment research. The findings offer practical insights for e-wallet providers seeking to improve long-term user retention by enhancing perceived usefulness, strengthening satisfaction, and shaping favourable user attitudes. The study also extends TCT by demonstrating the roles of satisfaction and attitude in a post-crisis digital environment.</p>

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Determinants of continuous E-wallet usage in the post-COVID era: evidence from Malaysia using the technology continuance theory

  • Jeffrey S. S. Cheah,
  • A. R. Emma,
  • Mohamad Yusman Ammeran

摘要

This study investigates the determinants of continuous e-wallet usage intention in the post-COVID context, where users’ transaction behaviours and expectations have shifted toward greater reliance on digital payments. Drawing on the Technology Continuance Theory (TCT), this study examines how perceived usefulness, perceived ease of use, confirmation, satisfaction, and attitude contribute to sustained usage. Data were collected from active Malaysian e-wallet users through an online survey and analysed using partial least squares structural equation modelling, appropriate for examining complex relationships among latent variables. The results show that perceived usefulness, satisfaction, and attitude significantly predict continuous usage intention. Satisfaction mediates the effect of confirmation on continuance, whereas attitude mediates the influence of perceived usefulness. These findings highlight the importance of both cognitive evaluations and affective responses in sustaining digital payment usage. By focusing on continuance rather than initial adoption, this study addresses a key gap in post-COVID digital payment research. The findings offer practical insights for e-wallet providers seeking to improve long-term user retention by enhancing perceived usefulness, strengthening satisfaction, and shaping favourable user attitudes. The study also extends TCT by demonstrating the roles of satisfaction and attitude in a post-crisis digital environment.