Drivers of post-adoption of e-wallet among academics in Palestine: An extension of the expectation confirmation model

Abstract

E-wallet is one of the latest innovations in the field of payments. However, despite numerous studies on the adoption of e-finance systems, the post-adoption phase is largely neglected. In this paper, we use the extended Expectation Confirmation Model (ECM) to address this gap by focusing on the study of consumers’ continuous intentions regarding the use of an e-wallet service. We conducted an electronic questionnaire-based survey among 503 e-wallet users in Palestine. Using structural equation modeling to analyze the conceptual model of the study, our results confirm that satisfaction, trust, and perceived usefulness have a significant impact on consumers’ continuous intention regarding e-wallet. In addition, the study found that perceived security has an insignificant impact on consumer satisfaction. The study has several implications: E-wallet providers should improve their services in terms of performance, privacy, and security to ensure customer loyalty in this competitive industry.