The Consumer Trust Influencing Intention to Use Electronic Wallet in Thailand

Abstract

The intense competition of globalization and the advancement of technology cause the business sector to adjust and expand into digital business. In addition, the consumer behavior has also changed such as using a smartphone as a part of life and financial transactions. Using of electronic wallets is a new technology that has been popular for consumers for conducting financial transactions via smartphones. The objective of the research is to develop structural model of consumer trust to intention to use electronic wallet. It is also studied the factors that influence consumer trust and intention to use electronic wallet. It was found that consumer trust in electronic wallet is caused by 3 aspects; 1) Information quality which has four attributes (Accuracy, Completeness, Relevance, and Up-to-date) 2) System quality which has four attributes (Ease of use, Availability, Reliability, and User-friendly) and 3) Service quality which has three attributes (Assurance, Responsiveness, and Empathy). It was also found that consumer trust will affect the satisfaction and intention to use electronic wallet of consumers.