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The main objectives of this study are (1) to identify the determinants of pre- and post-adoption dynamics of mobile wallets (m-wallets) usage; (2) to propose and test the linkage framework of pre-adoption and post-adoption dynamics to understand consumers' psyche of m-wallets usage and (3) to examine the moderation of select demographic variables in the path of consumers' continued usage of m-wallets.

The study considered a cross-sectional approach using a questionnaire survey method. The research model encapsulating pre- and post-adoption dynamics of the m-wallet was examined using a sample of 574 users. The analysis also comprised mediation, moderation and multi-group analysis (MGA).

The results identified key antecedents of confirmation, such as performance expectancy, effort expectancy, facilitating conditions and individual mobility. Findings also confirmed the partial mediation effects of satisfaction between confirmation and continuance intentions. Results also confirmed the moderating effects of age and education on the relationship between confirmation and satisfaction.

The key contribution of the study is in the form of research progression related to m-wallet usage to test the extended expectation-confirmation model (EECM) in the Indian context by linking the pre-adoption paradigm of extended (unified theory of acceptance and use of technology) UTAUT with individual mobility and post-adoption dynamics of the ECM. The considered framework study also draws support for the role of select demographic variables.

M-wallets have emerged as one of the most important financial innovations of the 21st century, enabling users to carry digital cash by securely storing payment methods on their mobile devices. However, the continued use of m-wallets varies among people for several reasons. This study used the technology continuation theory (TCT), gamification and trust factors to examine the variables affecting consumers' intentions to continue using mobile wallets.

The SmartPLS partial least squares software was used to analyze data from 431 m-wallet users in Vietnam using the structural equation modeling technique.

The data revealed that the research model can predict users' intentions to continue using mobile wallets. TCT constructs demonstrated strong exploratory power in explaining consumer satisfaction and attitudes towards m-wallets. Furthermore, the study confirmed the direct effect of the perceived effectiveness of gamification on perceived ease of use and attitude, as well as its indirect effect on consumers' continued use intentions of mobile wallets via attitude. In addition, the trust negatively influenced consumers' intentions to continue using m-wallets.

The findings of this study can help researchers, practitioners and policymakers improve m-wallet design, development and adoption, as well as advance financial technology and define the future of digital payments in terms of consumer attraction, engagement and financial inclusion.

Based on TCT theory, this study enriches m-wallet research by examining two important factors, gamification and trust, and thus provides insights into how to improve consumers’ intentions to continue using m-wallets in developing countries. This study offers timely insights into theory and practice regarding these factors. It therefore paves the way for researchers and practitioners to learn how easy, enjoyable and secure the end-user experience should be to keep users engaged with m-wallets.

Mobile-based payment is increasing exponentially but in the developing country like India, consumers’ perception is highly positive in daily cash transaction. The purpose of this research is to identify and examine the important challenges for mobile wallet (m-wallet) implementation in India. In the wake of COVID-19, one of the transmission mechanisms of this virus has been the coins and paper money passed between a buyer and a seller. As such m-wallet considered as a convenience of payment has become a necessity in light of the pandemic.

The authors explored 19 unique sets of challenges selected from the literature and collected data from 14 experts from private sector, multinational corporations and mixed private and public partnership who have significant knowledge and experience of mobile payment implementation and use in their respective organisations. Also, the authors have used Interpretive Structural Modelling (ISM) methodology in developing a hierarchal model for the identified challenges. The authors implemented Cross-Impact Matrix Multiplication Applied to Classification (MICMAC) analysis to classify the identified challenges.

The ISM-based framework is divided into nine different hierarchical levels. “Lack of strong regulatory compliance (Ch6)” has been recognised as the most important challenge, which inhibited the mobile wallet implementation, whereas “Perception of customers about the value of using mobile wallets (Ch11)” is the most dependent critical challenge. There are seven hierarchical layers in between the top and the bottom level with the varied number of challenges based on their driving and dependence power.

This is the first research to the best of our knowledge that has not only comprehensively reviewed the m-wallet literature but also employed a unique ISM-MICMAC-based approach to develop a framework of challenges for the m-wallet implementation.

Many developing countries, including India, are committed to curbing black money from the economy. Therefore, these countries are focusing on a transparent online transaction facility. M-wallets are one online option facilitated by various companies using a mobile application. The purpose of this paper is to investigate the impact of perceived usefulness, perceived security, perceived ease of use, trust, grievance redressal and satisfaction on young users’ intention to continually use M-wallet in India.

A research framework based on the expectation–confirmation theory has been formulated and tested empirically using data from M-wallets young users in India using structural equation modeling.

The analysis reveals that perceived usefulness and perceived ease of use significantly affect user satisfaction and intention to continually use M-wallets. The effect of perceived security on user satisfaction is significant, and grievance redressal mediates the effect of perceived security on intention to continually use M-wallets.

The outcome of the research will help M-wallet service providers and policy makers in planning the service and increasing customer’ continuance intention.

The uniqueness of this research is that it adds two important constructs for mobile payment systems (grievance redressal and perceived security) that were missing in the earlier model proposed by Zhou (2013). The addition of the two constructs helped in formulating a better model.

The purpose of this paper is to test the conceptual model of consumers’ intention and satisfaction towards mobile wallets. This study uses the integrated UTAUT model which includes variables such as ease of use, trust, security, self-efficacy, etc., and an additional variable (hedonism) to test consumers’ behaviour in the context of mobile banking technologies. Regression analysis, ANOVA and descriptive analysis are used to test the relationship among several dimensions such as perceptions, preferences, satisfaction and usage rate of mobile wallets in North India. A sample of 204 North Indian consumers was taken to understand the consumers’ adoption behaviour towards mobile wallet. The study explains the significance of the proposed model and its effectiveness to understand the behaviour of North Indian consumers. The result shows a significant association between consumers’ perception, preference, usage and satisfaction. Security, trust and hedonism are few of the most influencing variables in the study. Demographic variables such as gender and age also influence consumer satisfaction and usage rate of mobile wallets in North India. The proposed model and results of the study bring valuable insights into researchers and practitioners in the context of usage of mobile wallets.

Various standardized scales were used in the present study. Statistical techniques like descriptive statistics, analysis of variance, t-test, χ² and regression analysis were used to assess the data. The data were collected with three separate questionnaires on variables perception, preference, usage and satisfaction.

Findings of this study show a strong relation between customer’s perception, preference and satisfaction of mobile wallet users. The result also shows the impact of customer’s perception, satisfaction and preference on the usage rate of mobile wallets in India. The authors have collected responses from the various regions in south and North India.

The first contribution of this study is that it shows a strong correlation between consumers’ perception, preferences and satisfaction. Various studies are available to understand the impact of perception on satisfaction (Samudra and Phadtare, 2012; Venkatesh and Davis, 2000, Thakur, 2013), but very few studies have integrated it with preference and mobile wallet usage. Moreover, no study is available on these variables specifically for North Indian consumers. This study is unique in the sense that it discuss the association of consumer’s perception with type of transactions they prefer to do in M-wallets. This paper also identify one more crucial factors, “hedonism” which is not discussed extensively in the literature.

The study has several implications to the mobile technology industry and the banking system to identify new strategies for mobile wallet usage. Factors like security, convenience and trust influence consumers’ intention. This indicates that industries and banks must verify users’ privacy norms and evaluate social trends to enhance user’s satisfaction and usage rate. Hedonism is determined as one of the significant variable to measure consumer’s satisfaction and usage tendency. Mobile technology providers should work on the appearances and design of the apps, and promote its convenience and benefits to increase its usage in North India. Based on the findings of this study, companies can also evaluate preferred wallet services for consumers, and factors affecting those services. This will help them to add more attractive services based on consumers’ feedback, and remove unwanted services.

The study also stressed the impact of society and family/friends on mobile wallet’s usage. Customers learn new things from family and society and get influence with their choice and preferences. This will help institutions to understand various factors leads to mobile wallet usage and enhance the satisfaction level of customers.

Although various studies have been conducted on the perception of customers on various mobile payment systems, but this paper is the first of its kind to study customer’s perception about wallets and type of transactions; they prefer to do through mobile wallets. This paper also study the impact of mobile wallet usage and various factors affecting the usage rate. This paper also identified one crucial factor, “hedonism”, which is not discussed thoroughly in the literature, and its significance in North India.

The coronavirus disease 2019 (COVID-19) pandemic altered business and personal activities globally especially stimulating contactless financial transactions. However, despite the similar national lockdowns in cash-based economies, the adoption of contactless transactions through the widely available mechanism, mobile wallets, remained low. This research aimed to identify the factors surrounding this peculiarity.

The study was investigated using a composite model based on the diffusion of innovation theory (DIT), technology acceptance model (TAM) and information systems success model (ISSM). Data were collected from 621 Cameroonian mobile wallet users and analyzed using partial least squares structural equation (PLS-SEM) modeling.

The key findings revealed that the usage of mobile wallets, in the current form, were not affected by the perceived ease of use and did not match the existing lifestyle of users in Cameroon (no compatibility). The branding of mobile wallets (image) which was based on global messaging did not appeal to Cameroonians; in fact, the branding gave mobile wallets a negative image.

These key findings reveal the dangers of assuming that global strategies which have been effective in dealing with the pandemic will be effective in low-income or cash-based economies. The findings suggest that considering essential contextual dispositions is critical.

The present study aims to probe into the determinants of mobile wallet adoption by millennials with the assistance of extended technology acceptance model.

The data was collected from the students studying professional courses in leading private universities in the north region of India. Keeping in view of the objective and hypotheses, the Partial Least Square Structural Equation Modeling (PLS -SEM) technique was used to test the proposed model.

The tested model brings into notice the imperative observation, which clearly outlines that there are all significant relationships, which can be observed herein. To explicitly state: perceived ease of use (PEOU) has a significant positive relationship with the perceived usefulness followed by PEOU also shares a significant positive relationship with the behavioral intention, and lastly trust as a variable under study establishes a significant positive relationship with actual use (AU).

Implications for the banking industry are to ensure the safety and privacy (financial information) confidential.

The present study contributes to the literature of mobile wallet in the developing nations.

This research article aims to understand the role of brand image, service quality and price (charge) in revitalising functional mass brands into prestigious mass brands.

The empirical research framework was developed by synthesising the past literature on masstige marketing and brand extension. Data was collected using a survey questionnaire from 396 respondents availing M-Wallet. Structural equation modelling was used to validate the brand revitalization attributes; further, the binary logistic regression model examined the effect of revitalization attributes on the chance of increasing customer's perception of masstige.

The exploratory study suggested brand image, service quality and value for money pricing as essential attributes to revitalize mass brands into masstige brands; furthermore, path analysis validated the positive effects of these attributes on the perception of masstige. The proposed binary logistic regression model suggested brand image as sensitive attributes, increasing the odds ratio by 9.39 times in favour of perceiving brand as masstige followed by the perceived service quality that is 5.87 times. The prediction capability of the proposed binary logistic regression model is found to be 96%.

The methodology of this study provides the basis for future researchers to advance research on masstige. This study will assist the marketers of mass brands to make better marketing decisions related to how masstige image can be sustained or a new or less known brand can be revitalized into a prestigious brand.

This study is the first to provide empirical evidence of how the mass brand can be revitalised as masstige brands by considering image, quality and price attributes.

The chapter studies the role of Financial Technology (FinTech) in disrupting the existing traditional banking system. It identifies FinTech’s evolution in Asia across Deposits & lending, Capital Raising, Investment Management, Market provisioning, Payments, and Insurance. This technology revolution allows us to have a banking system based on values that serve customers better, reduce risk to the society and improve returns for the shareholders. Data on unbanked population, smartphone penetration, and Internet penetration has led to retail side innovations such as Mobile Wallets, P2P Payments, and Real-time Payments in the most of Asia (except China). A total of 49% of Global Investments in FinTech are in Asia and the Chinese dragon alone accounts for 46%. India is witnessing a strong amount of FinTech deals in 2017 and it is being driven by payment and lending solutions. ASEAN FinTech industry is dominated by m-wallets and online payments; this is followed by retail investment and financial comparison. The chapter dives into the challenges Asian banks are facing because of this disruption. Now more than ever, is the important role governments and central banks of each nation play to assess the path these start-ups are headed on and this will unfold the landscape of banking in Asia a few years down the lane.

The purpose of this paper is to empirically examine the factors that influence a consumer’s attitude and intention to use mobile wallets using a sample representative of Indian users.

A multidisciplinary model is proposed, building on the technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) and other relevant research on factors, which influence technology adoption. A synthesis of review of literature on factors influencing technology adoption besides two focus group discussions (FGD) was used as a design a pilot instrument. A nationwide primary survey was conducted using the questionnaire. Convenience sampling was used to select the respondents. In total, 744 respondents participated in the survey, and 17 hypotheses were formulated and PLS-SEM was used to estimate and test the hypothesized model.

The results show that factors like perceived ease of use (PEOU), perceived usefulness (PU), trust, security, facilitating conditions and lifestyle compatibility have a significant impact on the consumer attitude and intention to use mobile wallets. Of the proposed 17 hypotheses, 15 were accepted. Ease of use significantly influenced usefulness and trust, whereas PU significantly influenced trust, attitude and intention. Security and trust were found to be play an important role in determining trust.

This study examines the perception of students and working professional from large Indian cities. A larger representative sample encompassing balanced representation from urban and rural India could enhance the scope and widen the application of the results across larger target groups. This study analyzes data at a specific point in time. Considering the rapidly changing rate of adoption of mobile wallets, a longitudinal study could, therefore, be conducted. Furthermore, the possibility of including other antecedents like relative advantage, perceived benefits, personal innovativeness among other factors, which have not been addressed here can be explored. Also, additional research can help examine the role of demographics in adoption of mobile wallets including its moderating effect.

As security and trust emerged as important constructs for acceptance of mobile wallets, there is a need for developing an integrated robust, reliable and secure infrastructure. A joint think tank involving key stakeholders (financial institutions, mobile wallet providers, government, security experts, etc.) should propose guidelines to ensure safe and secure transactions. The findings have managerial implications, which can guide companies offering mobile wallets to enhance usage and adoption of such services.

Mobile wallets have provided newer digital payment avenues to consumers while offering companies and marketers greater opportunities to market their products and services, online. However, not much is reported about the adoption of mobile wallets in India. The study is perhaps the first in India to examine the adoption of mobile wallets using a larger sample in comparison to earlier studies. The study proposes and validates additional constructs, which were not present in the original model.