Why do people use and recommend m-wallets?

Puneet Kaur, Amandeep Dhir*, Rahul Bodhi, Tripti Singh, Mohammad Almotairi

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

24 Citations (Scopus)
135 Downloads (Pure)


In recent years, mobile wallets (m-wallets), a special form of mobile payment, have garnered much attention in various emerging markets. M-wallets were designed to offer customers swiftness, ease of use, efficiency, effectiveness, transparency, and accessibility. Despite these benefits, usage intentions and adoption of m-wallets in most emerging markets have been low, and they have not received widespread acceptance. Notably, existing research related to intentions to use (IUs) mobile payments has largely focused on developed economies and mobile payments in general. Additionally, few studies have examined intentions to recommend (ITRs), even though researchers have recognized that word-of-mouth is an important driver of consumer behavior. In the present study, we addressed the lack of specific findings on use and recommendation intentions in the context of m-wallets by conducting a large cross-sectional survey of 1256 smartphone users based on diffusion of innovation theory (DOI). Results revealed that relative advantage, compatibility, complexity, and observability were significantly associated with participants' intentions toward m-wallets. However, trialability had no association with participants’ intentions to use and recommend m-wallets to others.

Original languageEnglish
Article number102091
Pages (from-to)1-11
Number of pages11
JournalJournal of Retailing and Consumer Services
Publication statusPublished - Sep 2020
MoE publication typeA1 Journal article-refereed


  • Diffusion of innovation (DOI)
  • Emerging markets
  • Intentions to recommend
  • Intentions to use
  • m-wallet


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