Author

Gwyneth G. Gorriceta*
Filamer Christian University, Roxas City, Capiz, Philippines

Abstract

This study investigated the barriers and enablers of using e-wallets in e-commerce transactions among personnel of the Department of Education – Schools Division Office (DepEd SDO) Roxas. Specifically, it determined the extent of barriers and enablers and examined the significant relationship between these variables. The barriers considered in the study included security concerns, technical issues, and limited awareness or knowledge, while the enablers comprised convenience, transaction speed, and incentives and rewards.A survey-correlational research design was utilized in this study. Data were gathered from selected teaching and non-teaching personnel of DepEd SDO Roxas through a structured survey questionnaire. The data were analyzed using appropriate statistical tools to determine the extent of barriers and enablers, while correlation analysis was employed to test the relationship between the variables. The results revealed that the extent of barriers in using e-wallets in e-commerce transactions among DepEd SDO Roxas personnel was high, indicating that respondents still encounter notable challenges in utilizing e-wallet services. In contrast, the extent of enablers was very high, suggesting that respondents strongly recognize the benefits and convenience offered by e-wallet platforms. Furthermore, the findings showed a significant positive relationship between barriers and enablers, indicating that these variables are significantly related and jointly influence the use of e-wallets in e-commerce transactions.Based on the findings, it is concluded that although e-wallets are widely perceived as beneficial and efficient among DepEd SDO Roxas personnel, existing barriers continue to affect their adoption and overall experience. Therefore, it is recommended that DepEd SDO Roxas strengthen initiatives such as training, awareness programs, and technical support to enhance users’ confidence and maximize the effective utilization of e-wallets in e-commerce transactions.

Keywords:  E-wallet adoption, e-commerce transactions, barriers and enablers.

*Corresponding author / Email: gwynethggorriceta@gmail.com
DOI: http://doi.org/10.69651/PIJHSS05031289

Recommended citation:
Gorriceta, G. G. (2026). Barriers and enablers of using e-wallet in e-commerce. Pantao (International Journal of the Humanities and Social Sciences) 5 (3), 596-607. http://doi.org/10.69651/PIJHSS05031289

Read the full text

References

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T

Ali, I., Rehman, K., Ali, A., Yousaf, S., & Zia, M. (2010). Impact of information technology on business performance: Evidence from Pakistan. International Journal of Business and Social Science, 1(3), 39–45.

Alalwan, A. A. (2018). Investigating the impact of social media advertising features on customer purchase intention. International Journal of Information Management, 42, 65–77. https://doi.org/10.1016/j.ijinfomgt.2018.06.002

Arini, Lestari, & Hanani. (2024). Financial incentives and e-wallet adoption in Southeast Asia.

Ariffin, S. K., Yahya, A., & Ismail, W. K. (2018). Factors influencing mobile payment adoption in Malaysia. Journal of Business and Retail Management Research, 12(3), 45–55.

Bacamante, L., & Campos, R. (2024). Adoption of e-wallets in provincial cities of the Philippines: Barriers and enablers. Philippine Journal of Digital Finance, 6(1), 12–35.

Banco, C. (2021). Mobile wallet adoption in the Philippines: Factors affecting consumer behavior. Philippine Journal of Business Research, 5(2), 25–37.

Berry, L., Seiders, K., & Grewal, D. (2002). Understanding service convenience.

Chen, L., Li, X., & Li, S. (2020). The impact of mobile wallet features on user satisfaction and loyalty. Journal of Electronic Commerce Research, 21(3), 150–165.

Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches. Sage.

Dahlberg, T., Mallat, N., Ondrus, J., & Zmijewska, A. (2008). Past, present and future of mobile payments research: A literature review. Electronic Commerce Research and Applications, 7(2), 165–181. https://doi.org/10.1016/j.elerap.2007.12.003

Dahlberg, T., et al. (2015). Mobile payment adoption studies.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

Dela Cruz, M., & Reyes, P. (2020). Mobile payment adoption among government employees in Metro Manila. Asian Journal of Business and Accounting, 13(1), 77–92.

Department of Trade and Industry. (2021). E-commerce growth and digital transformation in the Philippines.

Engel, J. F., Kollat, D. T., & Blackwell, R. D. (1968). Consumer behavior. Holt, Rinehart and Winston.

Featherman, M., & Pavlou, P. (2003). Predicting e-services adoption: A perceived risk facets perspective.

Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping.

Kaur, P., & Dhir, A. (2022). Adoption of digital wallets: A review of drivers, barriers, and future research directions. Journal of Retailing and Consumer Services, 65, 102874. https://doi.org/10.1016/j.jretconser.2021.102874

Kaur, P., & Singh, N. (2021). Convenience as an enabler of e-wallet adoption.

Pahwa, S. (2017). Mobile wallets: Evolution, types, and adoption. International Journal of Innovative Research in Technology, 4(3), 1–6.

Pham, T., & Ho, J. (2015). Barriers in mobile payment adoption. International Journal of Economics and Finance, 7(11), 123–135.

Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.

Ruslim, H., Herwindiati, Y., & Cokki, E. (2024). The impact of COVID-19 on digital payment adoption in Southeast Asia. Journal of Digital Banking, 8(2), 56–70.

Sharma, S., Singh, G., & Sharma, R. (2019). Factors influencing continued use of mobile payment systems. International Journal of Bank Marketing, 37(6), 1230–1249.

Slozko, Y., & Pello, L. (2015). Information and communication technologies: Impact on business operations. Procedia Computer Science, 65, 551–557. https://doi.org/10.1016/j.procs.2015.09.185

Statista. (2023). Online consumer concerns on security and fraud. https://www.statista.com

Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412

Wong, C. H., Tan, G. W. H., Ooi, K. B., & Lin, B. (2015). Mobile shopping: The next frontier of the shopping industry? International Journal of Business and Information, 10(1), 1–24.

Yang, S., Lu, Y., Gupta, S., Cao, Y., & Zhang, R. (2015). Mobile payment services adoption across time: An empirical study of the effects of behavioral beliefs, social influences, and personal traits. Computers in Human Behavior, 28(1), 129–142. https://doi.org/10.1016/j.chb.2011.08.019

Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the Academy of Marketing Science, 31(3), 229–240. https://doi.org/10.1177/0092070303031003002

Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760–767. https://doi.org/10.1016/j.chb.2010.01.013