DETERMINANTS OF E-WALLET CONTINUANCE INTENTION IN PALESTINE: AN EXPECTATION-CONFIRMATION MODEL APPROACH

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dc.contributor.authorAlaa Sami Mayaleh
dc.date.accessioned2025-11-17T10:58:21Z
dc.date.available2025-11-17T10:58:21Z
dc.date.issued2025-10-16
dc.description.abstractIn the rapidly evolving landscape of financial technology, the advent of e-wallets has gained traction offering a secure and convenient tool for managing financial transactions. Given the unique and challenging political and economic conditions of Palestine, particularly following the events of October 2023, the adoption of e-wallets has accelerated among Palestinians. In response to this shift, understanding the factors that prompt users to incorporate them in their everyday transactions is crucial not just for service providers striving to improve user engagement, but also for policymakers. Accordingly, the present study investigates the factors influencing users’ intention to continue using e-wallets, addressing a notable gap in research on the post-adoption phase of digital financial technologies. Guided by an extended Expectation-Confirmation Model (ECM), the research incorporates perceived risk and trust, as auxiliary constructs, along with ECM’s core variables—including confirmation, perceived usefulness and satisfaction— to present a more comprehensive understanding of users’ continuance intention to use e-wallets in Palestine. The study’s quantitative, cross-sectional design utilized a structured questionnaire to gather data from 328 e-wallet users in the West Bank and the Gaza Strip. Structural Equation Modeling (SEM) was performed using SmartPLS 4, with bootstrapping to account for non-normal data distribution. The study’s findings presented perceived usefulness and satisfaction as critical positive drivers of continuance intention to use e-wallets. While trust was found to positively influence continuance intention, its direct impact on satisfaction was not significant. Confirmation seemed to have a significant positive effect on perceived usefulness and satisfaction, and a negative impact on perceived risk. Furthermore, the study supports several indirect relationships: confirmation affects trust by mitigating perceived risk, perceived usefulness shapes users’ continuance intention through satisfaction, and confirmation influences continuance intention through perceived usefulness and satisfaction, or through perceived risk and trust. By uncovering factors that encourage users’ long term engagement with e-wallets, the study offers valuable insights for policymakers and financial institutions in Palestine. It highlights critical aspects for fostering economic resilience and promoting financial inclusion.
dc.identifier.urihttps://hdl.handle.net/20.500.11888/20660
dc.language.isoen
dc.publisherجامعة النجاح الوطنية
dc.supervisorDr. Islam Abdeljawad
dc.supervisorDr. Rani Shahwan
dc.titleDETERMINANTS OF E-WALLET CONTINUANCE INTENTION IN PALESTINE: AN EXPECTATION-CONFIRMATION MODEL APPROACH
dc.title.alternativeالعوامل المؤثرة على الاستمرار في استخدام المحفظة الإلكترونية في فلسطين: مدخل نموذج التوقع-التأكيد
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