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1 – 10 of 422Muhammad Azmi Sait, Muhammad Anshari Ali, Mohammad Nabil Almunawar and Haji Masairol Haji Masri
This exploratory study aims to investigate and identify the factors influencing discontinuance intention among past users of local digital wallets in Brunei Darussalam.
Abstract
Purpose
This exploratory study aims to investigate and identify the factors influencing discontinuance intention among past users of local digital wallets in Brunei Darussalam.
Design/methodology/approach
This study uses a mixed-method approach that integrates quantitative and qualitative research method. An online survey is distributed via widely used social media platforms, using purposive sampling to target previous users of local digital wallets. Structured questionnaires capture demographic data, whereas open-ended inquiries delve into reasons for discontinuation. Descriptive analysis will extract the demographic profiles of the samples. Inductive thematic analysis, guided by Braun and Clarke's framework, will extract and analyze qualitative responses to unveil emergent themes. Data saturation, anticipated beyond 12 responses, will signify sample adequacy.
Findings
Demographic profiles based on gender, age and payment preferences of discontinuers supplement the justification for identified themes influencing digital wallet discontinuation in Brunei Darussalam. These themes include “Acceptability Challenge,” highlighting limited vendor acceptance; “Financial Management and Security Issues,” revealing concerns over impulsive buying behavior and security robustness; “Limited Benefits,” referring to short-term interest driven by promotional benefits; “Technological Inertia,” emphasizing reluctance to change from conventional payment methods and “Technical Challenges,” encompassing internet connectivity and operational functionality issues.
Research limitations/implications
This study acknowledges few limitations, including a limited number of respondents, comprising majorly of the younger age groups and females. Self-reported data usage introduces potential response bias, impacting result validity. The qualitative approach limits comprehensive understanding, suggesting validation through quantitative correlational studies. Additionally, the cross-sectional design restricts insight into the dynamic nature of digital wallet discontinuance in Brunei, suggesting the need for longitudinal studies.
Practical implications
The findings of this study offer valuable insights for digital wallet providers, policymakers and businesses operating within the realm of Brunei Darussalam. By tackling pertinent issues such as vendor acceptance, financial security and promotional incentives, stakeholders can effectively improve user experiences and mitigate intentions of discontinuing usage. Recommended strategies encompass the enlargement of vendor networks, the implementation of stringent security measures and the customization of promotional campaigns. Furthermore, comprehending demographic inclinations enables the tailoring of offerings, thereby fostering enduring adoption rates.
Social implications
This study’s findings hold social significance for financial inclusion, technological literacy and consumer empowerment in Brunei Darussalam. Overcoming barriers to digital wallet adoption, such as limited vendor acceptance, promotes financial inclusion in the long run. Improved understanding of digital wallets enhances technological literacy and empowers users to make informed decisions. By catering to diverse demographic needs, stakeholders can promote social equity and ensure widespread access to digital payment benefits, thus positively impacting Brunei Darussalam’s socioeconomic landscape.
Originality/value
This study contributes to the existing knowledge gap on digital wallet discontinuance in Brunei Darussalam. By uncovering key themes and factors influencing past users’ decisions, it advances understanding in the context of postadoption dynamics. The study provides valuable insights for local and global fintech adoption strategies.
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Himanshu Joshi and Deepak Chawla
The study investigates the influence of perceived security (PS) on behavioral intention (BI) via the trust attitude process and explores the moderating effects of gender. PS in…
Abstract
Purpose
The study investigates the influence of perceived security (PS) on behavioral intention (BI) via the trust attitude process and explores the moderating effects of gender. PS in mobile wallets enhances user trust (TR), attitude (ATT) and intention (INT). Using a multiple and serial mediation model, both TR and ATT were found to mediate the relationship between PS and BI.
Design/methodology/approach
Drawing on the stimulus-organism-response (S-O-R) theory, the proposed conceptual model comprises PS, TR, ATT and BI. An online survey was conducted with a cross-sectional sample of 744 mobile wallet users in India. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the hypothesized relationships and test the mediation effects.
Findings
Results show that the stimulus, PS, has a positive and significant influence on TR and ATT, which eventually has a positive influence on BI. The research model explains 64.4 percent of the variance in BI. Further, both TR and ATT independently and parallelly mediate the relationship PS and BI. Lastly, gender is found to moderate the relationship between TR and BI and ATT and BI.
Practical implications
The research showed the importance of PS, TR and ATT towards mobile wallet adoption INTs. Further, the findings support the idea that developing TR and ATT is essential for shaping INTs. This suggests that mobile wallet service providers should invest in methods that not just enhance user TR but also reinforce a positive ATT towards the platform. To demonstrate TR, mobile wallet providers must ensure the confidentiality and privacy of user data, keep customer interests in mind and fulfill commitments. Lastly, for strengthening customer TR, excellent customer support is extremely important.
Originality/value
While prior researchers have majorly used technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) models to explain adoption INTs, this study examines the relationship between PS, TR, ATT and BI through the lens of the SOR framework.
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Hala Zaidan, Farah Shishan, Melina Al-Hasan, Hamzah Al-Mawali, Omar Mowafi and Samer Eid Dahiyat
This study aims to investigate the moderating impact of environmental knowledge on the factors influencing individuals’ continuous intention to use e-wallets.
Abstract
Purpose
This study aims to investigate the moderating impact of environmental knowledge on the factors influencing individuals’ continuous intention to use e-wallets.
Design/methodology/approach
Using a quantitative research design, this study develops and empirically tests a structural model. A purposive sample of 344 e-wallet users in Jordan was analyzed using Smart-PLS software.
Findings
The results indicate that perceived usefulness, subjective norms and perceived behavioral control directly influence the intention to continue using e-wallets. Notably, environmental concern and environmental knowledge do not have a direct impact on continuous intention. However, they act as mediators in the relationship between perceived behavioral control and continuous intention. Specifically, environmental knowledge acts as a mediator between perceived behavioral control, subjective norms and continuous intention. Furthermore, environmental knowledge moderates the relationship between perceived behavioral control and subjective norms, significantly impacting users’ continuous intention to use e-wallets.
Originality/value
This study contributes to the extended theory of planned behavior model within the banking sector by emphasizing the enhanced explanatory power of environmental factors. It underscores the pivotal role of environmental knowledge as a moderator that connects determinants of e-wallet usage to continuous intention.
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Imran Mehboob Shaikh and Hanudin Amin
This paper aims to examine the determinants that influence acceptance towards e-wallet apps by extending the technology acceptance model (TAM) among (asnaf), a term used for…
Abstract
Purpose
This paper aims to examine the determinants that influence acceptance towards e-wallet apps by extending the technology acceptance model (TAM) among (asnaf), a term used for charity or gift receivers from alms tax distribution institutions also known as donee.
Design/methodology/approach
The review of literature and structural equation modelling approach using judgemental sampling on extended TAM and determinants of e-wallet apps’ acceptance related to asnaf (donee) were conducted in a bid to contribute to the factors that are instrumental in determining acceptance of e-wallet services among asnaf.
Findings
The findings indicate that the e-wallet app’s service acceptance is determined not only by perceived usefulness, consumer maqasid index and consumer innovativeness but also by subjective norms. On the contrary, consumer maqasid index and perceived ease of use do not lend themselves to be the factor of asnafs’ e-wallet acceptance. The authors extend the TAM model to determine the factors that may be influential in predicting the e-wallet app acceptance by asnaf.
Research limitations/implications
In assessing future outcomes when different sampling techniques are opted for and geographic coverage is expanded, this study should be considered in terms of the limited scope.
Practical implications
This study is intended to serve as a reference for making a significant contribution related to user acceptance factors related to alms tax-based e-wallet apps in asnafs’ context in Malaysia in terms of both theory and practice.
Originality/value
TAM is extended in the context of e-wallet app acceptance among asnafs’. A variable, namely, consumer innovativeness, is tested using the extended TAM model. To the best of the authors’ knowledge, consumer innovativeness in the context of asnafs’ acceptance of e-wallet apps is yet to be tested. Therefore, this paper will be a useful reference for policymakers, technologists, academicians and future researchers.
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Saleem ur Rahman, Bang Nguyen-Viet, Yen Thi Hoang Nguyen and Sohail Kamran
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…
Abstract
Purpose
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.
Design/methodology/approach
The SmartPLS partial least squares software was used to analyze data from 431 m-wallet users in Vietnam using the structural equation modeling technique.
Findings
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.
Practical implications
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.
Originality/value
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.
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Eloy Gil-Cordero, Pablo Ledesma-Chaves, Rocío Arteaga Sánchez and Ari Melo Mariano
The aim of this study is to examine the behavioral intention (BI) to adopt the Coinbase Wallet by Spanish users.
Abstract
Purpose
The aim of this study is to examine the behavioral intention (BI) to adopt the Coinbase Wallet by Spanish users.
Design/methodology/approach
A survey was administered to individuals residing in Spain between March and April 2021. There were 301 questionnaires analyzed. This research applies a new predictive model based on technology acceptance model (TAM) 2, the unified theory of acceptance and use of technology (UTAUT) model, the theory of perceived risk and the commitment trust theory. A mixed partial least squares structural equation modeling (PLS-SEM)/fuzzy-set qualitative comparative analysis (fsQCA) methodology was employed for the modeling and data analysis.
Findings
The results showed that all the variables proposed have a direct and positive influence on the intention to use a Coinbase Wallet. The findings present clear directions for traders, investors and academics focused on improving their understanding of the characteristics of these markets.
Originality/value
First, this study addresses important concerns relating to the adoption of crypto-wallets during the global pandemic. Second, this research contributes to the existing literature by adding electronic word of mouth (e-WOM), trust, web quality and perceived risk as new drivers of the intention to use the Coinbase Wallet, providing unique and innovative insights. Finally, the study offers a solid methodological contribution by integrating linear (PLS) and nonlinear (fsQCA) techniques, showing that both methodologies provide a better understanding of the problem and a more detailed awareness of the patterns of antecedent factors.
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Preeti Mehra and Aayushi Singh
One of the most marginalized communities in India is the Lesbian, Gay, Bisexual and Transgender (LGBT) community which commonly experiences discrimination. Many studies have…
Abstract
One of the most marginalized communities in India is the Lesbian, Gay, Bisexual and Transgender (LGBT) community which commonly experiences discrimination. Many studies have countered that the LGBT community faces high discrimination in the banking and financing industry. As a result, this study concentrates on this marginalized community and its acceptance and continuation habit regarding mobile wallets. Consequently, this study has considered continuance intentions as a response to confirm the progress of the mobile-wallet industry. Also, this study tried to study the relationship between behavioral intention (BI) and continuous intention (CI) which is seriously lacks in the library of literature. The research operationalized the stimulus–organism–response (SOR) framework for the conceptual model and surveyed 100 self-proclaimed members of the LGBT community in India. The analysis has been done using the partial least structure (PLS). The findings demonstrate that variables like perceived trust (PT) directly influence the BI. On the other hand, variables like perceived ease of use (PEoU), social influence (SI), and satisfaction (S) doesn’t influence BI of the LGBT Community. The main outcome was a favorable association between BI and CI. It will help the stakeholders to understand how important this new market avenue is and how it can be explored. To ensure safe and secure transactions, a group think tank composed of important parties (financial institutions, mobile-wallet providers, the government, security specialists, etc.) should make recommendations. Mobile-wallet providers will attain benefit from this study’s understanding of user categories and ability to tailor their service offers as per the community.
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Upon reading, analyzing and participating in the classroom discussion of this case study, students will be able to use the blue ocean strategy (mainly the Strategy Canvas tool) to…
Abstract
Learning outcomes
Upon reading, analyzing and participating in the classroom discussion of this case study, students will be able to use the blue ocean strategy (mainly the Strategy Canvas tool) to analyze how companies establish their products as viable and the go-to solution for consumers; perform a competitive analysis for competitive products; learn how to use data from the case, including industry trends, to predict the future market position of products; and learn how to develop strategies for new products in the market.
Case overview/synopsis
Abdishakur M. Afrah, who served as the Head of Business Development at Premier Bank, oversaw a substantial banking portfolio, which included Premier Wallet – the first digital wallet in Somalia. This case study outlines Premier Wallet’s journey and its transformative impact on the banking sector. Owing to the mobile wallet, consumers could, for the first time, engage in purchasing, withdrawing cash, shopping online and topping up without needing a bank account at Premier Bank. This allowed for the financial inclusion of the unbanked Somali population. This case study also highlights the Wallet Send feature, a disruptive feature that challenged the prevalent Hawala system in Somalia. This feature enabled customers to send money across 110 countries via their smartphones, facilitating direct deposits to the mobile or bank accounts of their family and friends or to cash withdrawal points nearby. Despite these advanced features, Premier Wallet struggled with broader acceptance, hindered by a mere 9% internet penetration, the absence of a national identification (ID) system and stiff competition from WAAFI, a fintech application supported by Hormuud Telecom, Somalia’s leading telecommunications company. The case study also delves into the strategic decisions Afrah had to make to position Premier Wallet as the top mobile money option for consumers in Somalia.
Complexity academic level
This case study is suited for undergraduate-level courses.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 3: Entrepreneurship
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WeiLee Lim, Uma Thevi Munikrishnan, Choi-Meng Leong, Lee-Chea Hiew, Mei-Wei Leong and Liu Yang
This study aims to explore e-wallet continuance intention in Malaysia using perceived usefulness (PU), perceived ease of use (PEU), perceived risk (PR) and perceived security…
Abstract
Purpose
This study aims to explore e-wallet continuance intention in Malaysia using perceived usefulness (PU), perceived ease of use (PEU), perceived risk (PR) and perceived security (PS). Additional emphasis is placed on the degree of necessity of risk and security conditions driving the continuance intention to use e-wallets.
Design/methodology/approach
This quantitative study used a sample of 281 respondents. Partial least-squares structural equation modelling (PLS-SEM) was used to test the associations, while necessary condition analysis (NCA) was performed to uncover the factors’ necessity level.
Findings
PU is the primary facilitator for the continuance intention of e-wallet usage, followed by PS, PR and PEU. However, none were necessary for usage. E-wallet providers must emphasise enhancing PU, prioritise data security and improve the PEU to foster sustained e-wallet usage, while prudent risk management is a nice-to-have.
Practical implications
To maintain the survival of e-wallets, service providers must focus on prioritising PEU, PU and PS for positive user experiences, including contentment, utility, convenience, comfort and safety. Compliance with user authorisation, real-time transaction monitoring and comprehensive security protocols is a must for security concerns.
Originality/value
This study represents the limited empirical research focusing on risk and security in the continuance intention of e-wallet usage. Furthermore, an NCA was performed to determine the essential circumstances of risk and security for the continuance intention of e-wallets.
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Christian Fernando Libaque-Saenz, Claudio Ortega, Michelle Rodriguez-Serra, Mario Chong and Salvador Lopez-Puente-de-la-Vega
Although e-wallet adoption has grown in recent years, there are some countries like Peru with low penetration rates. Contrary to prior studies that focused on customers' adoption…
Abstract
Purpose
Although e-wallet adoption has grown in recent years, there are some countries like Peru with low penetration rates. Contrary to prior studies that focused on customers' adoption of e-wallets, this study focuses on merchants' adoption to fully understand the use of these services. Additionally, considering that e-wallets are two-sided markets with the co-existence of two distinct economic agents (customer and merchants) interacting through these platforms, this study is the first to assess the dynamics of inter-side benefits from the merchants' perspective. Finally, interoperability was also included to determine its role in countries where the interaction between different e-wallets is limited.
Design/methodology/approach
Based on two-sided markets and social cognitive theory, a model was proposed including merchants' perceived benefits associated with the use of e-wallets, for them and for their customers (inter-side). Additionally, technical issues such as interoperability were measured. Data were collected from nanostore owners in Lima in 2022. A structural equation modeling technique was used to determine the impact of both types of benefits and technical features on merchants' adoption of e-wallets. Finally, a polynomial regression with response surface methodology was used to assess the interaction of the benefits for both sides of the platform from the merchants' perspective.
Findings
The two-sided-market features of e-wallets were validated. From merchants' view, the use of these platforms is the result of balancing the benefits for them and for their customers, and the interaction between these two types of benefits varies according to the socio-economic level in which the nanostore operates. Additionally, interoperability was found to be important for merchants, so future policies should commit to achieve an ecosystem that facilitates the interoperability not only among e-wallets but also between e-wallets and third-party services. Finally, since service availability is also important for merchants, e-wallet providers should invest in improving their infrastructure's scalability.
Originality/value
Prior studies have mainly focused on the customer side of e-wallets, with little research about the adoption of digital payment methods by the merchant side. In addition, no study has focused on the effect of one of the sides of the platform on the other side (inter-side benefits) when adopting these services. Finally, the effect of interoperability across platforms has not been addressed in detail yet. This study aims to fill these gaps by proposing a framework to understand the adoption of these services by merchants in terms of inter-side benefits and technical issues.
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