Consumer attitude and intention to adopt mobile wallet in India – An empirical study
Abstract
Purpose 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. Design/methodology/approach 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. Findings 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. Research limitations/implications This study examines the perception of students and working prof…
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“Structural constraints such as low digital literacy, patchy connectivity, and weak consumer protection mechanisms continue to shape both the reach and reliability of these systems (Rawat, 2024; Chawla & Joshi, 2019).”
- Authors
- Chawla, D., & Joshi, H.
- Affiliations
- International Management Institute (IN)
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 2019-10-07
- Volume
- 37
- Issue
- 7
- Pages
- 1590-1618
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2951385604
- Cited by
- 518
- References
- 20
- Citations by year
- 2026: 41 · 2025: 69 · 2024: 114 · 2023: 117 · 2022: 103 · 2021: 51 · 2020: 21 · 2019: 2
- FWCI
- 52.44
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Bank Marketing (publishedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- mobile wallets, technology adoption, consumer attitudes, intention to use, perceived ease of use, perceived usefulness, trust, security (computing), facilitating conditions, lifestyle compatibility, digital payments, technology acceptance model, UTAUT, India, urban India
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