Use It or Not to Use It? Mobile Wallet Usage Intention Amidst Covid-19 Outbreak among Malaysians

Muhammad Faizal Samat, Hardy Loh Rahim, Norazlan Anual
Faculty of Business Management, Universiti Teknologi MARA

Wan Saiful ‘Azzam Wan Ismail
Faculty of Computer and Mathematical Sciences, Universiti Teknologi

Nur Amalina Awang
Akademi Pengajian Bahasa, Universiti Teknologi MARA

iti Nor Adawiah Hussin
Faculty of Accountancy, Universiti Teknologi MARA


The coronavirus outbreak has necessitated physical distancing to be ruled out as a measure to control the virus transmission. The pandemic has also called forth an alternative among Malaysians to continue their livelihood, including opting for mobile wallets during routine business transactions. Despite the growing number reported during the COVID-19 pandemic, the 40% increase has yet to reach the optimum level of usage, indicating that mobile wallet use will remain relatively low. Therefore, this study seeks to investigate mobile wallet usage amidst the COVID-19 pandemic by using the Technology Acceptance Model (TAM). The present research was conducted nationwide, involving a sample size of 452 who completed the distributed questionnaires. The analysis of data utilised the Smart Partial Least Square (SmartPLS). The results show a significant relationship between perceived usefulness and attitude towards mobile wallet usage. The respondents believe that using mobile wallets would be beneficial to them. In addition, perceived ease of use is also found to be significant, and the respondents believe that they do not require much effort to use a mobile wallet. The attitudes towards using mobile wallets have also observed a significant relationship with the intention of Malaysians to use them. For future research, it is recommended that the study is conducted with larger sample size and that the integration of a qualitative approach is considered to better understand the usage of mobile wallets in a similar context.

Keywords: Mobile wallet, Perceived usefulness, Perceived ease of use, Attitude towards mobile wallet usage, Intention to use mobile wallet