UTAUT2 Theory to Unveil Users’ Satisfaction and Loyalty towards eWallet Mobile Application i n Sarawak

In the digital age, transactional behaviours have changed, notably in Sarawak, due to the widespread use of online financial services, especially eWallets.Disparities in usage still exist despite growing popularity, particularly among senior citizens and those living in rural areas who still prefer conventional payment methods.The Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) is used in this study to investigate how user satisfaction is influenced by performance expectancy, effort expectancy, facilitating conditions, and habit, and how user loyalty to eWallet mobile applications is subsequently impacted by satisfaction.Using G*Power software, a sample of 200 active eWallet users in Sarawak was identified.Partial Least Squares Structural Equation Modelling (PLS-SEM) was used to analyze the data using WarpPLS.The findings indicate that whilst performance expectancy and facilitating factors do not significantly affect user satisfaction, effort expectancy and habit do.Furthermore, user loyalty is strongly positively impacted by user satisfaction.In addition to reevaluating presumptions about performance benefits and infrastructure support in order to promote sustained digital payment satisfaction in Sarawak, these findings provide insightful information for eWallet service providers and policymakers, highlighting the necessity of enhancing usability and encouraging habitual usage.