A1 Journal article (refereed), original research

Why do people use and recommend m-wallets?

Open Access hybrid publication

Publication Details

Authors: Kaur Puneet, Dhir Amandeep, Bodhi Rahul, Singh Tripti, Almotairi Mohammad

Publisher: Elsevier

Publication year: 2020

Language: English

Related journal or series: Journal of Retailing and Consumer Services

Volume number: 56

ISSN: 0969-6989

eISSN: 1873-1384

JUFO level of this publication: 1

Digital Object Identifier (DOI): http://dx.doi.org/10.1016/j.jretconser.2020.102091

Open Access: Open Access hybrid publication


In recent years, mobile wallets (m-wallets), a special form of mobile payment, have garnered much attention in various emerging markets. M-wallets were designed to offer customers swiftness, ease of use, efficiency, effectiveness, transparency, and accessibility. Despite these benefits, usage intentions and adoption of m-wallets in most emerging markets have been low, and they have not received widespread acceptance. Notably, existing research related to intentions to use (IUs) mobile payments has largely focused on developed economies and mobile payments in general. Additionally, few studies have examined intentions to recommend (ITRs), even though researchers have recognized that word-of-mouth is an important driver of consumer behavior. In the present study, we addressed the lack of specific findings on use and recommendation intentions in the context of m-wallets by conducting a large cross-sectional survey of 1256 smartphone users based on diffusion of innovation theory (DOI). Results revealed that relative advantage, compatibility, complexity, and observability were significantly associated with participants' intentions toward m-wallets. However, trialability had no association with participants’ intentions to use and recommend m-wallets to others.

Last updated on 2021-16-03 at 12:47