From Trust to Transaction: Conceptualizing E-Wallet Use in the Healthcare Industry through TAM, UTAUT2, and HBM

Digital payment systems such as e-wallets have become an integral component of financial transactions worldwide. Until now, healthcare institutions have remained cautious in their adoption despite evidence that such systems can improve efficiency, transparency, and patient satisfaction, with scholars noting that healthcare is among the most under-digitized industries, and payments remain one of the biggest bottlenecks. This paper develops a conceptual framework that integrates the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT2), and the Health Belief Model (HBM) to explain e-wallet adoption in healthcare. A conceptual synthesis was conducted using Web of Science publications on fintech, healthcare informatics, and digital adoption, emphasizing perceived usefulness, perceived ease of use, trust, privacy/security concerns, and organizational support as antecedents of adoption, with demographic and contextual factors serving as moderators. The study bridges a theoretical gap between technology adoption and health behavior theories, while contributing to managerial practice by guiding healthcare providers in enhancing e-wallet implementation strategies. Conceptually, the model posits that usefulness and ease of use act as key enablers, whereas privacy/security concerns and trust issues may hinder adoption, and organizational support, together with demographic moderators such as age, gender, digital literacy, and healthcare frequency, significantly shape adoption dynamics. Overall, the framework extends traditional fintech adoption theories into healthcare and offers testable propositions for future empirical studies.

E-wallet adoption; digital payment; healthcare sector; technology acceptance

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