Prioritising the Key Factors Influencing the Adoption of Mobile Wallets: An Indian Perspective in Covid-19 Era

Abstract

The purpose of this paper is to identify and prioritise mobile wallet (m-wallet) key adoption factors (KAFs). 9 KAFs are proposed by authors on the basis of systematic literature review. Authors have proposed one novel factor influencing adoption called ‘contactless transactions’ due to pandemic and new normal post-Covid-19. This has resulted in a total of 10 KAFs. Fuzzy TOPSIS approach is proposed to rank these key adoption factors (KAFs). Sensitivity analysis has also been conducted to check the robustness of the study. Examining the literature indicates that this study is among the first attempts to prioritise key adoption factors (KAFs) using fuzzy TOPSIS. The results show that perceived security, trust, performance expectancy, perceived ease of use and contactless transactions are among the top 5 adoption factors. The findings of this research will be beneficial for both academicians and practitioners. The key adoption factors (KAFs) proposed in the paper will help practitioners develop strategies for building a wider acceptance of m-wallet among customers. Moreover, the fuzzy TOPSIS technique discussed in this paper will apprise managers about critical factors to be focused upon. This study will provide an integrated framework for academicians to carry out further research in the field of mobile wallets.