Nassar NordinSyahidawati ShahwanNorhazlina IbrahimNorita Mohd NasirNurulbahiah Awang2024-08-172024-08-1720242024-8-13Nassar Nordin, Syahidawati Shahwan, Norhazlina Ibrahim, Norita Mohd Nasir & Nurulbahiah Awang Thematic Analysis ofConsumer Processes When Experiencing E-Money Transactions. (2024). International Journal of Business and Technology Management, 6(2), 297–313. https://doi.org/10.55057/ijbtm.2024.6.2.272682-7646811-1510.55057/ijbtm.2024.6.2.27https://oarep.usim.edu.my/handle/123456789/22207https://myjms.mohe.gov.my/index.php/ijbtm/article/view/26658/14808International Journal of Business and Technology Management, Volume 6 Issue 2 Page (297–313)This study delves into the intricate processes of consumer transactions within e-money (or e-wallet) applications, across the pre-, during-, and post-transaction phases. Through in-depth interviews conducted with experts who concurrently serve as active users of e-money platforms, utilizing a qualitative research methodology and thematic analysis facilitated by the advanced Computer Assisted Qualitative Data Analysis Software (CAQDAS), particularly Atlas.ti, version 22, the research identifies three interconnected themes inherent in the e-money consumer transaction process: pre-transaction considerations, the actual transaction experience, and post-transaction reflections. A crucial aspect highlighted in this investigation is the discerning approach adoptedby e-money consumers, who engage in thorough background research on various Electronic Money Institutions (EMIs) to strategically select the most suitable provider. Additionally, the study draws attention to innovative features, such as a 'shake to get a reward' incentive, implemented by some EMIs, which enhance the overall user experience. The overarching aim of this research is to contribute significantly to the understanding of e-money consumer protection issues by unravelling the processes inherent in digital transactions. The findings not only shed light on the nuanced dynamics of e-money transactions but also provide crucial insights into consumer behaviours and preferences at each phase of the transaction process. Ultimately, this research serves as a valuable foundation for ongoing discussions aimed at enhancing consumer protection in the evolving landscape of digital financial interactions.en-USElectronic MoneyE-MoneyTransaction Process and StagesConsumer Protectiontext::journal::journal article::research article29731362