Physical distancing policy that is encouraged by the World Health Organization (WHO) has inspired consumers to do contactless activities, including payment transaction Government authorities in a growing number of countries are taking actions to encourage contactless payments as the COVID-19 pandemic escalates People are worried that novel coronavirus (SARS-Cov2) can be transmitted through physical money It drives them to shift to e-wallet Due to a lack of study on this topic, the present study contributes to the literature by examining the effect of perceived risk, government support, and perceived usefulness on customers’ intention to use e-wallet during COVID-19 outbreak To give more fruitful insight, another major contribution of this study is investigating the group difference between Indonesia and Malaysia in the overall model Questionnaires are distributed to the respondents by using a proportional sampling technique As a result, 259 total respondents from Indonesia and 207 from Malaysia are collected Both countries are selected because Indonesia and Malaysia can be considered as the two-worst countries in ASEAN affected by COVID-19 The model is tested using PLS-Structural Equation Modeling (SEM) approach The results show that the effects of government support on the intention to use e-wallets differ between countries Besides, perceived usefulness fully mediated government support-intention to use e-wallets relationship, and partially mediated the effect of perceived risk on intention to use e-wallets

https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1804181

COVID-19 and e-wallet usage intention: A multigroup analysis between Indonesia and Malaysia

The purpose of this paper is to examine the factors that influence the attitude and behavioral intention towards mobile wallet adoption and to examine the moderating effect of gender and age between antecedents of mobile wallet adoption and user attitude and intention.,Based on the literature review, certain themes around mobile wallet adoption were generated around which inputs were sought through two focus group discussions, first of which comprised working executives and second comprised students. A sample of 744 users of mobile wallet provided their awareness on mobile wallets, various mobile wallet services used and perception on ease of use, usefulness, trust, security, facilitating conditions and lifestyle compatibility (LC). To examine the moderating effect of gender and age, two methods, namely, Henseler’s partial least squares-multi group analysis (PLS-MGA), a non-parametric approach, and PLS-MGA, parametric approach, are used. The data was analyzed using partial least square-structural equation modeling.,The ease of use, usefulness, trust, security, facilitating conditions and LC significantly influence user attitude and intention. The results show that both gender and age moderate the relationship between select antecedents and attitude and intention and the influence is seen more for males and young users.,The sample comprises students and professionals from metros and large cities; hence, the generalizability of the results to the population at large may be limited. This study only examines the moderating role of age and gender. Future studies may include other demographic variables such as education, income, occupation, experience and household size.,The findings help mobile wallet service providers understand the relevance and influence of various antecedent variables on the attitude and intention to adopt technology. This will help to plan and prioritize attributes for marketing purposes to increase the adoption and usage rates. Moreover, managers should plan strategies to enhance confidence among females and old age customers.,The proposed model both investigates the impact of antecedents on user attitude and intention and examines the moderating effect of select demographic variables. There are few empirical studies on the moderating effect of gender and age in the context of mobile wallets in India.

The moderating role of gender and age in the adoption of mobile wallet

An adoption-implementation framework of digital green knowledge to improve the performance of digital green innovation practices for industry 5.0

Scholarly interest in the field of m-payment has gained prominence in the last decade owing to the shift in consumer spending patterns. However, only limited numbers of review studies are available...

https://www.tandfonline.com/doi/pdf/10.1080/23311975.2021.1893245

Determining mobile payment adoption: A systematic literature search and bibliometric analysis

The scope of the mobile wallet in a ‘Cashless India’, whose utility has been spurred by the exponentially growing smartphone technology, is a contemporary topic of deliberation. The reach of mobile...

https://journals.sagepub.com/doi/pdf/10.1177/2277975220965354

Developing a Research Model for Mobile Wallet Adoption and Usage

The purpose of this paper is to examine the factors responsible for growing popularity of digital wallets in India and sustainibility challenges faced by this innovative product on account of gaps between expectations of the users and their satisfaction level with leading wallet brands like Paytm, Freecharge, Mobikwik and Oxigen.,The descriptive research is based on primary data collected with the help of a structured questionnaire from 313 respondents in National Capital Region of Delhi chosen through non-probability convenience sampling. The collected data were converted into data matrix using SPSS 23.0 software and inferential analysis was done.,Attractive cashback and rewards, ease of use, instant money transfer without using cash, relatively higher transaction security as compared to credit/debit cards and absence of any transaction fee are the factors responsible for growing use of digital wallets. However, there are gaps between customers’ expectations and the satisfaction level which pose a challenge for sustainibility of digital wallets.,The study is limited to National Capital Region of Delhi for a specified set of factors considered important for customers’ satisfaction.,This paper offers fresh insights into the gaps between Indian customers’ expectations their satisfaction level with the leading digital wallet brands operating in India, which can be used to bridge these gaps for ensuring their long-term sustainability in a competitive environment.

Vivek Sancheti

Papers

Gaps in customer satisfaction with digital wallets: challenge for sustainability