Satisfaction or Security: The Key Factor for E-Wallet Users in Klang Valley, Malaysia
DOI:
https://doi.org/10.70122/ajbsp.v3i1.9Keywords:
e-wallet adoption, satisfaction, trust, service quality, perceived ease of useAbstract
This study examines the integration of business practices, scientific methodologies, and philosophical frameworks to understand the factors influencing consumer satisfaction in digital financial services. The research defines the problem as the need to identify determinants that drive e-wallet adoption and sustained usage among working adults. The study assumes that perceived ease of use, trust, perceived security, and service quality are key predictors of satisfaction. A quantitative methodology was employed, using structured surveys to collect data from 275 respondents in Klang Valley, Malaysia. Data were analyzed using reliability tests, correlation, and regression analysis to establish relationships between the independent variables and consumer satisfaction. The findings reveal that perceived ease of use, trust, and service quality positively influence consumer satisfaction, while perceived security does not significantly affect satisfaction. The study demonstrates that ease of use has the strongest impact on consumer satisfaction, emphasizing the importance of user-friendly interfaces and reliable services. These insights contribute to a deeper understanding of digital payment adoption from a multidisciplinary perspective, integrating business strategy, scientific analysis, and philosophical considerations of trust and human behavior. The results provide actionable recommendations for fintech providers, policymakers, and future researchers seeking to enhance user satisfaction and engagement in digital financial ecosystems.
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