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Determinants of User Loyalty towards Touch ’n Go eWallet in Malaysia: An Extended Technology Acceptance Model Perspective

Year: 2026

Type: article

Abstract: The study investigates the key factors that influence user loyalty toward Touch ‘n Go e-Wallet among Malaysian users, focusing on e-trust, e-service quality, perceived usefulness, and perceived ease of use. A quantitative approach was employed using an online survey of 370 active users with data analyzed using the Social Science Statistical Package (SPSS) and Smart PLS 4.0. The findings showed that e-service quality and perceived usefulness have significant positive effects on customer loyalty whereas e-trust and perceived ease of use show no significant influence. These findings suggest that enhancing service reliability, responsiveness, and functional value is critical for strengthening user loyalty in e-wallet platforms. The study provides practical insights for digital payment providers seeking to improve retention in the competitive Malaysian fintech landscape.

Source: International Journal of Academic Research in Business and Social Sciences

DOI: 10.6007/ijarbss/v16-i11/29051

Authors: Pei-Ru Chin, Mao-Seng Ting, Jessica Anne Alexander, Yu-Yuan Tee

Institutions: UNITAR International University, Han Chiang University College of Communication

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W7225462234

FWCI:

Cites: 28

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Related to: 10