Modeling Customers' Intention to Use E-Wallet in a Developing Nation

Abstract

Intention to use e-wallets is affected by a number of factors which are related to consumer perception about privacy, security, price value, benefits etc. A sample of 613 customers of e-wallets in Punjab state in India was validated through mall intercept method. The results indicate that hedonic motivation, perceived security, general privacy, facilitating conditions, performance expectancy, perceived savings and social influence, and price value in this order, influence the intention to adopt e-wallets. Habit and effort expectancy are the hindrances that have a negative impact on the e-wallet adoption. Factors such as hedonic motivations, security, and privacy have larger roles. The service providers should maintain the privacy and security of users and engage customers by modifying the existing services' range and features. The study endorses reduction in the efforts of using e-wallets, and the conversion of habit into more willingly performed behavior. The resulting model can draw meaningful insights about adoption of this emerging payment platform.