Factors affecting consumers’ behavioral intentions to use and adopt digital wallets

Abstract

The current research paper aims to pinpoint the determinants that impact consumers' perceived ease and perceived usefulness of digital wallet usage in Jordan. To accomplish this, the Technology Acceptance Model (TAM) has been used, which encompasses additional dimensions like the perceived risk of COVID-19, social influence, government support, promotional benefits, perceived value, and personal innovativeness. A quantitative research approach was employed in this paper; an online survey was applied to gather data from a total of 401 participants. The gathered data underwent analysis using a two-step PLS-SEM method. The study outcomes show that digital wallet users' perception of promotional benefits and perceived value significantly and positively affect the digital wallet's perceived usefulness. However, governmental support and social influence do not have a significant impact on digital wallets' perceived usefulness.