Factors affecting continuance intention towards non-bank e-wallet usage

With the technological advancements and the outbreak of COVID-19, more consumers, both buyers and merchants, are turning towards digital payments including the use of e-wallets. The study aims to investigate the determinants of continuance usage intention of non-bank e-wallets in Thailand based on the modified expectation-confirmation model. The variables examined include perceived usefulness, confirmation, trust, satisfaction, and continuance intention. This study uses a quantitative research approach to collect primary data from the current users of TrueMoney Wallet and Rabbit LINE Pay, the two leading non-bank e-wallet applications by the number of users.Results were that the majority of the sample population was female, aged between 35 and 44 years old, had a bachelor’s degree and was employed in private companies, receiving average monthly incomes from 20,001 to 40,000 baht. Most used TrueMoney Wallet, Rabbit LINE Pay and ShopeePay for online services and bill payment.The results of the hypothesis testing show that perceived usefulness, confirmation and trust have a significant positive influence on continuance intention with the effects on continuance intention partially mediated by satisfaction. Comparing TrueMoney Wallet and Rabbit LINE Pay users reveal no significance differences in all the factors studied: perceived usefulness, confirmation, trust, satisfaction and continuance intention.