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Understanding consumer behavior toward adoption of e-wallet with the moderating role of pandemic risk: an integrative perspective

Samar Rahi (Hailey College of Banking and Finance, University of the Punjab, Lahore, Pakistan)
Mahmoud Alghizzawi (Faculty of Business, Amman Arab University for Graduate Studies, Amman, Jordan)
Abdul Hafaz Ngah (Department of Marketing, Faculty of Management and Economics, Universiti Malaysia Terengganu, Kuala Terengganu, Malaysia)


ISSN: 0368-492X

Article publication date: 31 July 2023




Over the last few decades, electronic banking has been used widely to manage financial transactions worldwide. More recently electronic wallet (e-wallet) banking has been identified as an innovative mode of e-payment and enhances e-banking customer experience. Although e-wallet banking service is more secure, fast, convenient and cost effective, compared to conventional web-based banking, adoption of e-wallet application is limited among e-banking consumers. To address this issue, the current study has conceptualized task technology fit (TTF) model, diffusion of innovation (DOI) theory and protection motivation theory towards adoption of e-wallet service. Moreover, pandemic risk is studied as moderating factor between the relationship of e-wallet and use of e-wallet banking among banking consumers.


The research design of this study is based on positivism research paradigm. This study is cross-sectional and used deductive level of theory to formulate hypotheses. Research survey was conducted towards e-banking users. For statistical findings research framework is tested with 280 numerical responses. Data are estimated through partial least square structural equation modeling (PLS-SEM) approach.


Statistical results demonstrates that collectively factors underpinned protection motivation theory, TTF and DOI have shown large variance R2 65.7% in adoption of e-wallet. The effect size f2 analysis has revealed that compatibility is one of the most influential factors in determining individual behavior to adopt e-wallet. Similarly, Geisser and Stone Q2 analysis has disclosed substantial predictive power to predict adoption and use of e-wallet service.

Practical implications

Theoretically, this study integrates protection motivation theory, DOI theory and TTF model toward adoption of e-wallet service and hence contributes to information system literature. To practice this, research has suggested that factors such as pandemic risk, perceived severity and compatibility are most influential factors and hence need policy makers' attention to boost e-wallet adoption.


This study is original as the study develops an integrative research model to investigate e-banking user behavior to adopt of e-wallet service. Moreover, pandemic risk is tested as moderating factor between adoption and use of e-wallet which, in turn, enhance the value of this study and directs how to deal with existing and future pandemic crisis.



This research is funded by University of the Punjab Lahore Pakistan against research grant FY: 22-23.


Rahi, S., Alghizzawi, M. and Ngah, A.H. (2023), "Understanding consumer behavior toward adoption of e-wallet with the moderating role of pandemic risk: an integrative perspective", Kybernetes, Vol. ahead-of-print No. ahead-of-print.



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