An Analysis of the Key Enablers in the Adoption and Recommendation of Mobile Wallet Services

Mobile wallet, Perceived ease of use, Perceived usefulness, Perceived security, Perceived satisfaction, Intention, Recommendation

Purpose

The study develops a conceptual model to identify the most significant enabler that affects users' intentions, subsequently influencing perceived satisfaction, which in turn impacts the recommendation to utilize mobile wallets. To identify enablers, two constructs from the Technology Acceptance Model (TAM), namely perceived ease of use and perceived usefulness are utilized, alongside an additional variable, perceived security, derived from the existing body of literature. All these three variables are categorized as “Enablers”. Using convenience sampling, the data has been gathered from 220 mobile wallet users in NCR region through a structured questionnaire (5-point Likert scale). The proposed model is empirically tested using the Structural equation modelling (SEM) technique. The study’s findings revealed that the most significant enabler is perceived security followed by perceived usefulness. The perceived ease of use does not positively influence the user’s intention. The users' intentions favourably affect perceived satisfaction; nonetheless, being satisfaction is not enough, resulting in users refraining from recommending the services to others. The findings of the research would be beneficial for marketers, service providers and researchers in managerial decision making, formulating policies, customizing the services as per user’s preferences and future research direction.