Acceptability of ATM and Transit Applications Embedded in Multipurpose Smart Identity Card: An Exploratory Study in Malaysia

The study investigates the user acceptance of automated teller machine (ATM) and transit applications (Touch ‘n Go) which are embedded in Malaysian multipurpose smart identity card named as MyKad. A research framework was developed based on a well known user acceptance model i.e. Unified Theory of Acceptance and Use of Technology (UTAUT) model. Five hundred questionnaires were randomly distributed in the Multimedia Super Corridor, Malaysia. The data were analyzed using descriptive and inferential statistics. The results show that Malaysians do not have strong intentions of using the two applications. This can be explained by factors shown in the research framework: performance expectancy, effort expectancy, social influence, facilitating conditions, perceived credibility, and anxiety. Malaysians have little understanding of their benefits and the efforts needed to use them. In addition, they have the misconception that there are insufficient facilities to support the usage of the applications. Consequently, there is no social support to use the applications. Moreover, they perceive that the applications do not have credibility. Besides, they are unsure if they use of the applications would cause anxieties. As a result, few Malaysians have intentions of using the applications. Recommendations were given to increase the acceptance and to resolve the discovered issues. The present research can be replicated to study user acceptance of other applications in MyKad/smart identity cards in other countries (e.g. Hong Kong, India and the sultanate of Oman).