The acceptance of mobile wallet in Klang Valley Malaysia

Problem Statement: Mobile wallet was introduced in Malaysia back in 2004 however it remains silent and unnoticed by bank customers’ and Malaysians. It was reintroduced in 2014, but the engagement is still low as users’ knowledge towards the use of digital is low and it led to less confidence in usin...

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Main Author:	Ng, Sook Yeum
Format:	Thesis
Language:	eng eng
Published:	2022
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/11140/1/s820859_01.pdf https://etd.uum.edu.my/11140/2/s820859_02.pdf
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id	my-uum-etd.11140
record_format	uketd_dc
spelling	my-uum-etd.111402024-06-10T01:48:19Z The acceptance of mobile wallet in Klang Valley Malaysia 2022 Ng, Sook Yeum Abu Bakar, Juhaida School of Economics, Finance & Banking School of Economics, Finance & Banking HG Finance Problem Statement: Mobile wallet was introduced in Malaysia back in 2004 however it remains silent and unnoticed by bank customers’ and Malaysians. It was reintroduced in 2014, but the engagement is still low as users’ knowledge towards the use of digital is low and it led to less confidence in using digital payment through mobile wallet as well as electronic payment. In the effort of moving forward toward a cashless society by encouraging Malaysians to use mobile wallet, it is crucial to investigate elements that influence the intention to adopt mobile wallet in Malaysia’s Klang Valley. Methodology: Theory of Reason Action (TRA), Theory of Planned Behavior (TPB) and Technology Acceptance Model (TAM) have been used to investigate the intention to adopt mobile wallet. There were 330 questionnaires received from the respondents however only 324 questionnaires being used as 6 questionnaires were eliminated from analysis due to incomplete questionnaire and cannot be modified by respondents after submission. Data collected from the questionnaires were analysed using Descriptive Analysis, Reliability Test and Inferential Analysis. Pearson’s Correlation Analysis and Multiple Regression are the common methodologies of inferential analysis. Findings: There is no question being removed from the questionnaire as all variables met the Cronbach’s Alpha threshold. Besides, Pearson’s Correlation result proved that all independent variables have a positive moderate relationship with dependent variable. However, only perceived usefulness and perceived risk have the significant relationship towards the intention to adopt mobile wallet in Malaysia based on the Multiple Linear Regression analysis. Implication: The government, financial institution, and Fintech players should launch various programmes and/or campaigns to increase consumers’ awareness on mobile wallet. The parties should not overlook this as an opportunity to better understand what consumers need and want from this research in order to improve the market’s adoption of mobile wallets. In addition, it is crucial for retailers to have a good knowledge in using contactless payment terminal to cater the needs of customers who are compatible. Future researchers are encouraged to use this research as a reference to further understand consumers’ behavior in adopting mobile wallet in Malaysia. 2022 Thesis https://etd.uum.edu.my/11140/ https://etd.uum.edu.my/11140/1/s820859_01.pdf text eng 2025-08-11 staffonly https://etd.uum.edu.my/11140/2/s820859_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abu Bakar, Juhaida
topic	HG Finance
spellingShingle	HG Finance Ng, Sook Yeum The acceptance of mobile wallet in Klang Valley Malaysia
description	Problem Statement: Mobile wallet was introduced in Malaysia back in 2004 however it remains silent and unnoticed by bank customers’ and Malaysians. It was reintroduced in 2014, but the engagement is still low as users’ knowledge towards the use of digital is low and it led to less confidence in using digital payment through mobile wallet as well as electronic payment. In the effort of moving forward toward a cashless society by encouraging Malaysians to use mobile wallet, it is crucial to investigate elements that influence the intention to adopt mobile wallet in Malaysia’s Klang Valley. Methodology: Theory of Reason Action (TRA), Theory of Planned Behavior (TPB) and Technology Acceptance Model (TAM) have been used to investigate the intention to adopt mobile wallet. There were 330 questionnaires received from the respondents however only 324 questionnaires being used as 6 questionnaires were eliminated from analysis due to incomplete questionnaire and cannot be modified by respondents after submission. Data collected from the questionnaires were analysed using Descriptive Analysis, Reliability Test and Inferential Analysis. Pearson’s Correlation Analysis and Multiple Regression are the common methodologies of inferential analysis. Findings: There is no question being removed from the questionnaire as all variables met the Cronbach’s Alpha threshold. Besides, Pearson’s Correlation result proved that all independent variables have a positive moderate relationship with dependent variable. However, only perceived usefulness and perceived risk have the significant relationship towards the intention to adopt mobile wallet in Malaysia based on the Multiple Linear Regression analysis. Implication: The government, financial institution, and Fintech players should launch various programmes and/or campaigns to increase consumers’ awareness on mobile wallet. The parties should not overlook this as an opportunity to better understand what consumers need and want from this research in order to improve the market’s adoption of mobile wallets. In addition, it is crucial for retailers to have a good knowledge in using contactless payment terminal to cater the needs of customers who are compatible. Future researchers are encouraged to use this research as a reference to further understand consumers’ behavior in adopting mobile wallet in Malaysia.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Ng, Sook Yeum
author_facet	Ng, Sook Yeum
author_sort	Ng, Sook Yeum
title	The acceptance of mobile wallet in Klang Valley Malaysia
title_short	The acceptance of mobile wallet in Klang Valley Malaysia
title_full	The acceptance of mobile wallet in Klang Valley Malaysia
title_fullStr	The acceptance of mobile wallet in Klang Valley Malaysia
title_full_unstemmed	The acceptance of mobile wallet in Klang Valley Malaysia
title_sort	acceptance of mobile wallet in klang valley malaysia
granting_institution	Universiti Utara Malaysia
granting_department	School of Economics, Finance & Banking
publishDate	2022
url	https://etd.uum.edu.my/11140/1/s820859_01.pdf https://etd.uum.edu.my/11140/2/s820859_02.pdf
_version_	1804888199106920448

The acceptance of mobile wallet in Klang Valley Malaysia

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