The role of Mobile Skillfulness and User Innovation toward Electronic Wallet Acceptance in the Digital Transformation Era

The role of Mobile Skillfulness and User Innovation

toward Electronic Wallet Acceptance in the Digital

Transformation Era

Bui Thanh Khoa

Industrial University of Ho Chi Minh City

Ho Chi Minh City, Vietnam

[email protected], [email protected]

Abstract— The age of digital transformation has profound

effects on the businesses' operations and consumer behavior.

Payment through electronic wallet, which is one of the solutions

to digitize consumer payables and corporate receivables, is

increasingly popular globally. This study had enriched the

Technology Acceptance Model (TAM) to explore the role of

mobile skillfulness and user innovation in the electronic wallet

acceptance of consumers in the digital transformation era. Both

qualitative and quantitative research methods were used to

achieve the research goal. Research results affirmed the TAM

model applied toward e-wallet service, besides, showed the

positive effect of mobile skillfulness and user innovation on

consumers' intention to accept the e-wallet in daily transactions.

Some managerial implications were also suggested for

regulators at e-wallet service providers.

Keywords— mobile skillfulness, user innovation, TAM

model, electronic wallet (e-wallet), digital transformation

I. INTRODUCTION

The advancement of technology has brought about

significant changes in consumer behavior [1], such as

shopping checkout. The digital transformation has created a

great revolution for electronic payments, moving from cash

payment to electronic payment by credit card or electronic

wallet (e-wallet). In particular, e-wallet payments are favored

by many users due to its convenience and popularity

compared to credit cards, which can only be used by those

with good jobs at businesses [2]. An E-wallet is a payment

account for the most popular transaction payments, e.g.,

electricity, water, tuition, phone top-up, movie tickets [3]. E￾wallet functions are performed by directly linking a bank

account, recharging money into the wallet, and making

payment for any linked service conveniently and

straightforwardly. E-wallets are expected to continue to grow

steadily and gradually replace the option to use cash in the

future, especially under the development of online shopping

or mobile shopping, bringing many benefits for the customers,

i.e., both the utilitarian and mental benefits [4].

Currently, promotion is one of the top strategies used to

convince users to use an e-wallet brand. The diverse and

frequent promotions are also among the most critical factors

influencing users' choice of e-wallet brands. Therefore, a user

has chosen an e-wallet brand and continue to use it even if

there is no promotion, and it is a good signal that the brand is

used because of the ability to meet one or more real long-term

needs; there is a part the customer loyalty [5]. In general, users

shared that users cannot recharge their phone every day while

ordering food and ordering a ride via food delivery, delivery,

and transportation applications [6]. Other uses, or convenient

shopping, are quite common often. Therefore, this is also a

suggestion for developing e-wallets when attached to the same

services and becoming a suitable payment gateway provider

for services/applications serving the practical needs of life and

approaching the ecosystem's completion.

The Cimigo report in 2019 also pointed out six main

factors that affect the decision to choose a user's e-wallet

brand, i.e., user-friendly interface to efficiently use,

diversified and regular promotions, safety and confidentiality,

links with many different banks; accept payment at the counter

in many places; diversity of payment services [7]. Hence, An

e-wallet with a friendly, easy-to-use interface accompanied by

diverse and regular promotions are two motivating criteria,

helping the brand increase its competitiveness in the market

[8]. However, before building those motivating factors, e￾wallet brands need to ensure safety and security, linking to

multiple banks and various payment services and locations.

These criteria are listed in the group of fundamental factors in

the selection of e-wallets.

However, it is by nature for most people to be afraid of

change. Before a brand new product/service, there will always

be questions like "Why should I try this new product when the

old solution is okay"; "Is this product different for me to

change." Therefore, creating a truly breakthrough product is

difficult; how can the masses accept to cross the"safe zone" to

use is the more difficult problem. In the increasingly

complicated epidemic COVID-19, governments have also

advised people to limit their use of cash and increase online

payment services to reduce infection risk [9]. Non-cash

payment methods, including e-wallets, will increasingly

become the preferred payment trend for many customers,

especially , in the blooming of mobile commerce [10].

Although there are many theories to explain technology

acceptance by consumers, the Technology Acceptance Model

(TAM) of Davis [11] is prominent. However, TAM only

focused on analyzing the dynamics stemming from

technology, external drivers affecting the user's behavior, such

as ease of use and usefulness. Davis [12] acknowledged that

his model needs further work to clarify the generalization of

finding. The influence of users' internal motivations is

increasingly crucial in the acceptance of the technology. Many

researchers point out that user experience is a critical factor in

promoting the perception of technology's ease of use and

usefulness [13, 14]. Moreover, Liébana-Cabanillas, et al. [15]

pointed out the user skillfulness and user innovation have vital

roles in mobile payment. Therefore, the research

implementation and construction of a research model suitable

for the context-based to offer solutions to improve and

develop an electronic payment method to attract consumers to

use e-wallet payment in the digital transformation era,

especially in the COVID epidemic- 19, has become a critical

issue.

The remaining contents of this research will focus on

presenting the literature review and research hypotheses,

2020 International Conference on Information Technology Systems and Innovation (ICITSI)

Bandung - Padang, October 19 - 23, 2020

ISBN: 978-1-7281-8196-7

978-1-7281-8196-7/20/$31.00 ©2020 IEEE 30

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