Exploring the Relationship between E-Wallet Engagement and E-Service Quality among Government Employees in Selected Municipalities of the Western Region of Misamis Oriental
DOI:
https://doi.org/10.64807/8je59g20Abstract
The increasing reliance on e-wallets among government employees necessitates understanding their perceptions of engagement and service quality. This descriptive-correlational study examined the relationship between e-wallet engagement (functionality, security, financial management) and e-service quality (reliability, responsiveness, assurance, empathy, tangibility) among 120 government employees in selected municipalities of Western Misamis Oriental, Philippines. Using a validated 4-point Likert-scale survey adapted from the UTAUT2 and SERVQUAL frameworks, data were analyzed using descriptive statistics (means and SDs) and Pearson correlations at α=0.05. Results revealed high engagement with functionality (M=2.98) and security (M=2.96), moderate financial management engagement (M=2.86), and overall service satisfaction led by tangibility (M=3.28). A significant moderate positive correlation emerged (r=0.678, p<0.001), rejecting the null hypothesis. Functionality and security exhibited stronger relationships with service quality than financial management. Findings contribute theoretically by integrating UTAUT2 engagement constructs with SERVQUAL dimensions in a public-sector fintech context, and empirically by identifying responsiveness (M=2.87) as the primary area for improvement. Policy recommendations include hybrid AI-human support systems and public-sector financial literacy programs. Limitations include cross-sectional design and geographic scope; future research should employ longitudinal designs and structural equation modeling.
Keywords:
E-Wallet Engagement, E-Service Quality, UTAUT2, SERVQUAL, Digital TransactionsReferences
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Copyright (c) 2026 April Kaye R. Barbieto, Diane Morhen Dalapo, Jessa Mae Gonzaga, Decem S. Ferrer, MLIS, Eric Matthew L. Senerpida, DM (Author)
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