Bridging the Digital Divide: The Mediating Role of Attitude in e-Wallet Acceptance Among Low-Income Users
DOI:
https://doi.org/10.24191/jcrinn.v11i2.629Keywords:
Behavioural Finance, e-Wallet, Fintech, low-income, technology acceptance model, TAM, PLS-SEMAbstract
This study examines the factors driving e-wallet acceptance among low-income users in Malaysia, with a particular focus on how attitude serves as a mediating factor. A quantitative research design was adopted, and data were gathered from 265 respondents across West Malaysia using a stratified random sampling technique. The analysis was performed using SmartPLS software, underpinned by the Technology Acceptance Model (TAM) as the theoretical foundation. The research framework comprises five independent variables—perceived ease of use, security, government intervention, social influence, and trust—with e-wallet acceptance as the dependent variable and attitude as the mediator. The findings indicate that perceived ease of use and trust both positively influence e-wallet acceptance. Moreover, attitude significantly mediates the relationships between perceived ease of use, social influence, trust, and acceptance. However, attitude does not mediate the effects of security or government intervention. These results offer valuable insights for policymakers, service providers, and marketers by underscoring the importance of building trust, enhancing usability, and cultivating positive user attitudes to boost adoption in low-income communities. By targeting these factors, the study contributes to the literature on financial technology adoption. It supports efforts to foster a cashless society in Malaysia, thereby promoting greater financial inclusion and reducing inequality
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Copyright (c) 2026 Rohaiza Kamis, Shafinar Ismail, Nurhayati Abd Rahman (Author)
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