Exposing the youth continuous use intention for e-wallet use in Saudi Arabia: the interaction and expectation-confirmation theory

Purpose: The use of e-wallet services is becoming a global phenomenon. However, achieving the continuous intention to use e-wallets still remains an unmapped range. This study aims to explore the formation of a continuous intention to use e-wallet among the Saudi Arab youth using the e-wallet perceived interactivity and expectation-confirmation model. Design/methodology/approach: This work assumes a cross-sectional quantitative research design, using survey data from 302 Saudi youth respondents. A conceptual framework was advanced by combining the interaction framework and expectation-formation model. The data analysis was conducted with the Smart PLS 4 software. Findings: The results revealed that trust in the e-wallet occurred from all forms of interactions with the e-wallet services. However, human−information interaction did not significantly relate to the confirmation of e-wallet services. Confirmation of e-wallet usage was significantly associated with continuous intention to use e-wallet. The mediation analysis shows that the relationship between human−information interaction and continuous intention to use e-wallets is insignificantly mediated by confirmation toward e-wallets. Originality/value: This study contributes toward theory by uniting the technology interaction theory and expectation-confirmation model, providing insights into forming a continuous intention to use e-wallets. It also highlights the importance of trust and confirmation in promoting the continuous usage of e-wallets. For practice, the study suggests working on the human−information interaction to abridge the formation of trust and confirmation, leading to continuous e-wallet usage.