Why people do not bother using digital wallets? A qualitative study on resistance behavior

Purpose This exploratory study aims to investigate and identify the factors influencing discontinuance intention among past users of local digital wallets in Brunei Darussalam. Design/methodology/approach This study uses a mixed-method approach that integrates quantitative and qualitative research method. An online survey is distributed via widely used social media platforms, using purposive sampling to target previous users of local digital wallets. Structured questionnaires capture demographic data, whereas open-ended inquiries delve into reasons for discontinuation. Descriptive analysis will extract the demographic profiles of the samples. Inductive thematic analysis, guided by Braun and Clarke's framework, will extract and analyze qualitative responses to unveil emergent themes. Data saturation, anticipated beyond 12 responses, will signify sample adequacy. Findings Demographic profiles based on gender, age and payment preferences of discontinuers supplement the justification for identified themes influencing digital wallet discontinuation in Brunei Darussalam. These themes include “Acceptability Challenge,” highlighting limited vendor acceptance; “Financial Management and Security Issues,” revealing concerns over impulsive buying behavior and security robustness; “Limited Benefits,” referring to short-term interest driven by promotional benefits; “Technological Inertia,” emphasizing reluctance to change from conventional payment methods and “Technical Challenges,” encompassing internet connectivity and operational functionality issues. Research limitations/implications This study acknowledges few limitations, including a limited number of respondents, comprising majorly of the younger age groups and females. Self-reported data usage introduces potential response bias, impacting result validity. The qualitative approach limits comprehensive understanding, suggesting validation through quantitative correlational studies. Additionally, the cross-sectional design restricts insight into the dynamic nature of digital wallet discontinuance in Brunei, suggesting the need for longitudinal studies. Practical implications The findings of this study offer valuable insights for digital wallet providers, policymakers and businesses operating within the realm of Brunei Darussalam. By tackling pertinent issues such as vendor acceptance, financial security and promotional incentives, stakeholders can effectively improve user experiences and mitigate intentions of discontinuing usage. Recommended strategies encompass the enlargement of vendor networks, the implementation of stringent security measures and the customization of promotional campaigns. Furthermore, comprehending demographic inclinations enables the tailoring of offerings, thereby fostering enduring adoption rates. Social implications This study’s findings hold social significance for financial inclusion, technological literacy and consumer empowerment in Brunei Darussalam. Overcoming barriers to digital wallet adoption, such as limited vendor acceptance, promotes financial inclusion in the long run. Improved understanding of digital wallets enhances technological literacy and empowers users to make informed decisions. By catering to diverse demographic needs, stakeholders can promote social equity and ensure widespread access to digital payment benefits, thus positively impacting Brunei Darussalam’s socioeconomic landscape. Originality/value This study contributes to the existing knowledge gap on digital wallet discontinuance in Brunei Darussalam. By uncovering key themes and factors influencing past users’ decisions, it advances understanding in the context of postadoption dynamics. The study provides valuable insights for local and global fintech adoption strategies.

Currently, fintech has become an important part of the lifestyle and financial situation in the world because it helps develop new startups and can even improve people's living standards. An example of fintech innovation is electronic money or e-money which consists of two types, namely e-money which is chip based and also server based. Currently, most of the fintech users are the millennial’s generation. Meanwhile, the baby boomer’s generation has challenges in using technology so that it is considered a less potential market. The baby boomer’s generation is considered a conservative generation in adopting new technology or products with new technology. On the other hand, the government and Bank Indonesia are working to encourage non-cash transactions, which are better known as the Gerakan Nasional Non Tunai (GNNT). This study aims to explore the factors that hinder the baby boomer’s generation from adopting digital wallets in Indonesia. The research model is qualitative research. Data collection was carried out by interviews based on Innovation Resistance Theory. The results show form the informan who already used digital wallet and who haven't used stated that the biggest barrier in using digital wallet are risk and usage barrier. Hopefully the results can be used to comprehend more about the obstacles faced by the baby boomer’s generation in utilizing digital wallets, so that companies or marketers who can use them in developing digital wallet marketing strategies and developing their services and also to support GNNT program.

PurposeThe purpose of this study is to develop and assess the effects of unified theory of acceptance and use of technology (UTAUT 2) constructs – effort expectancy (EE), social influence (SI) and hedonic motivation (HM) – on behavioural intention (BI), as well as the impact of innovation resistance theory (IRT) constructs – usage barrier (UB) and tradition barrier (TB) – on innovation resistance (IR) behavior in the context of digital zakat payment in Aceh. In addition, this study also examines how knowledge of fiqh zakat influences both BI and IR.Design/methodology/approachThis was a quantitative study including 350 Acehnese persons who paid zakat online. This research used a Likert scale, and the sampling technique was purposive sampling applied for the Acehnese people. The research respondents were civil servants, private employees, BUMN employees (employees of State-Owned Enterprises), merchants, restaurant owners, professionals and other occupations who had paid professional zakat through a digital system mechanism. The data were analysed using partial least squares structural equation modelling.FindingsThis research found that the constructs built through the theory of UTAUT 2 explained the position of the EE variable, which had a significant effect on BI. On the other hand, the variable of SI and HM did not significantly affect BI in digital zakat payment. This finding demonstrated that BI significantly influenced actual usage (AU). UB and TB had no impact on IR, according to the theoretical framework developed by IRT. Yet, the knowledge about the fiqh zakat (KFZ) significantly affected the AU. In terms of the moderation role, the KFZ variable moderated the relationship between BI and AU. However, the KFZ variable did not moderate the relationship between IR and AU.Research limitations/implicationsThis research had limitations and could still be investigated further by involving a larger sample. This study does not include all UTAUT 2 and IRT constructs, but only involves UTAUT 2 and IRT constructs based on the phenomenon of digital zakat paying behavior in the people of Aceh.Practical implicationsThis research had a managerial contribution and an evaluation of the use of digital zakat collection services in Aceh and zakat management institutions in various countries. The existence of significant EE should be a reference for zakat institutions to produce continuous payment applications with a higher level of convenience in the future. In addition, the government should encourage more organised fiqh zakat education in society to plan a more optimal zakat collection. The reason for this is that KFZ has been shown to moderate zakat intentions towards actual digital zakat payment behaviour.Social implicationsThe results of this study were then accommodated by the government to design a digital zakat collection system so that it resulted in optimising the collected zakat funds. The greater the zakat funds collected, the greater the economic impact and social resilience of the community was in the midst of the post-covid and global crisis.Originality/valueThis research provided an essential value in the aspect of collecting zakat funds, especially in the study of the behaviour of paying zakat digitally. The theory of planned behaviour predominated in earlier studies that investigated zakat-paying behaviour. Yet, this research was even more focused as it used the constructs of UTAUT 2 and IRT theory and applied the involvement of a moderator variable like fiqh zakat knowledge that was barely discussed.

Digital wallets are considered as a game changer because they allow digital financial inclusion among various levels of society. However, the use of digital wallet among Malaysians is low compared to other countries. A pre-liminary study was conducted to identify the issue related to digital wallets in rural areas. Besides, a literature review was conducted to determine the factors and barriers that may influence behavioral intention of consumers in Malaysia to adopt digital wallet. Findings from the pre-liminary study were discussed and a conceptual model that consisted of some constructs from the Unified Theory of Acceptance and Use of Technology 2, and Innovation Resistance Theory and Trust was proposed to examine the drivers and barriers towards the adoption of digital wallet. Expected results from this study would provide insights on the perception on digital wallet among Malaysians in rural and urban areas.

With the development of Artificial Intelligence (AI) technology, more and more AI chatbots (e.g., ChatGPT and DeepSeek) are beginning to affect work and lifestyles. Although AI chatbots have brought many opportunities to education and teacher trainees, they have also caused many problems and resistance among some teacher trainees. However, previous studies have focused more on the influence of positive acceptance factors induced by AI chatbots and less on the negative barrier model induced by AI chatbots. Therefore, this study starts from the negative barrier factors induced by AI chatbots and builds an influencing barrier model of AI chatbot resistance guided by Innovation Resistance Theory (IRT) and appropriately draws on Cultural Dimension Theory (CDT), Unified Theory of Acceptance and Use of Technology (UTAUT), and practical characteristics. The questionnaires mainly adopt convenience sampling and snowball sampling methods, and the data are empirically analyzed. The results show that Uncertainty Avoidance, the Social Influence Barrier, and Technology Anxiety have a significant and direct influence on teacher trainees’ resistance to AI chatbots. Meanwhile, Uncertainty Avoidance, the Social Influence Barrier, and Technology Anxiety play significant mediating roles in the impact of the Usage Barrier (UB), Image Barrier (IB), Value Barrier (VB), Risk Barrier (RB), and Tradition Barrier (TB) on resistance behaviors, revealing the complex path through which cognition-emotion-society factors jointly shape technology resistance behaviors. Therefore, this study not only contributes to enriching the theoretical results of combining Innovation Resistance Theory with AI chatbots and adding new research paths (e.g., the mediating role of Uncertainty Avoidance) but also provides a practical guide for the dissemination of AI chatbots among teacher trainees and future technological talents in a sustainable future.

Financial technology (FinTech) payment tools, such as digital wallets, are becoming crucial to the digital economy. This study explores the digital wallet landscape in Brunei Darussalam, a developing nation with a growing digital ecosystem. It investigates the adoption levels of local digital wallet platforms, focusing on both users and non-users. The study examines the direct effects of effort expectancy (EE), lifestyle compatibility (LC), and social influence (SI) on digital wallet usage. Additionally, it analyzes how age, income level, and personal innovativeness moderate the relationship between behavioral intention and actual usage. The findings show that EE and LC significantly influence behavioral intention, which in turn affects actual usage. Contrary to common belief, demographic factors (age, income, and personal innovativeness) do not moderate this relationship. The study's insights helps policymakers and authorities develop strategies to leverage the shift in the e-commerce landscape.

Recent advancements in digital technology and widespread internet connectivity have accelerated the global adoption of digital wallet services. While existing digital wallet research has extensively identified key direct determinants to acceptance and adoption intentions, this study focuses on socio-demographic factors affecting adoption behaviors – adoption, discontinuance, and resistance intentions. Using chi-square test of association on data collected from 442 respondents in Brunei Darussalam, this study has found the significant influences of age, education, and income on adoption decisions, with gender showing no significant impact. This underscores the critical role of socio-demographic variables in refining technology adoption theories. Additionally, it highlights the need for targeted marketing strategies to enhance digital wallet acceptance and robust policy frameworks to sustain and advance the digital wallet industry in developing countries.

This study aims to investigate the reasons for the reluctance of senior adults toward mHealth apps in India. An exploratory two-stage mixed-methods approach is employed, involving semistructured interviews with 18 older adults in the initial stage. This is followed by development of a framework based on the innovation resistance theory and the theory of distrust, which identifies factors such as information privacy concerns and functional, image, and traditional barriers, as well as competency distrust. The study also examines the role of health consciousness and technology optimism as moderators in the resistance behavior of senior adults toward mHealth apps. A rigorous multi-analytic approach is used to validate the model, including partial least squares structured equation modeling (PLS-SEM) and necessary condition analysis (NCA), with data collected from 205 elderly individuals through a structured questionnaire. The results show that information privacy concerns and competency distrust are sufficient conditions for the overall resistance behavior of senior adults, while information privacy concerns are necessary conditions. The study also confirms the mediating role of competence distrust between image barriers and resistance behavior and the moderating role of technology optimism between traditional barriers and resistance behavior and between information privacy concerns and overall resistance behavior.

This study aimed to assess the neglected conceptualization of smartness in the context of tourism and its probable consequences. Specifically, this study focused on investigating the relationships between sustainable smartness, usage barriers, value barriers, risk barriers, traditional barriers, image barriers, and tourists’ behavioral intentions regarding their stay in smart hotels. The conceptual model of this study is constructed based on innovation resistance theory. By engaging structural equation modeling (SEM) in Smart-PLS 3.2.8, we calculated data from 672 valid respondents. The findings demonstrate that smartness significantly affects usage, value, risk, and traditional and image barriers. Furthermore, we unearthed a significant effect of all barriers on tourists’ behavioral intentions.

Adoption of contact tracing app during pandemic: Users’ resistance behavior

This paper proposes a blockchain-based multi-level corporate digital wallet that meets financial regulatory requirements, including compliance with the Travel Rules, and identification of suspicious financial transactions. Unlike personal digital wallets, a corporate wallet is actually a large financial management system with internal blockchains, databases, and governing rules. Every transaction that the user operates on the wallet client will first be sent to the wallet server system. The wallet server will first check the compliance of the transaction, and then verify that the transaction meets the Travel Rules. At the same time, the digital wallet also checks if the transaction may be a financial fraud. In the Web3 era, many transactions will be performed using digital wallets, rather than bank accounts, a corporate wallet will play a significant role in the new digital world.

The aim of this study is to understand perceived barriers for older adults to select novel shopping channel. Questionnaire survey was employed. Innovation resistance theory is served as the theoretical base for this study. Five innovativeness acceptance barriers usage barrier, value barrier, risk barrier, traditional barrier, and image barrier and three business models online shopping oriented vs. TV shopping oriented vs. hybrid were investigated. 108 valid respondents who are older than 50 years old and have online shopping experience participated in this study. The major results including: 1 The order of the barriers for older adults to adopt novel shopping business models is risk barrier, traditional barrier, image barrier, usage barrier, and value barrier. 2 There exist significant pi¾?<i¾?0.01 different in traditional barrier and image barrier among different business models. 3 Value barrier, risk barrier, and traditional barrier have significant pi¾?<i¾?0.05 impact on novel shopping business models acceptance.

E-Invoice is a digital evidence of a transaction between the supplier and buyer. It enables near real-time validation and replaces the traditional paper and electronic documentation. In line with the Twelfth Malaysia Plan, the Malaysia government is now gearing up for gradually implementation of e-Invoice to digitalize the tax administration in order to support the growth of the digital economy. The Malaysian government has further extended the e-Invoice implementation deadline for small and medium enterprises (SMEs) with annual turnovers ranging from RM500,000 to RM 1million to 1 July 2026. To safeguard its success, it is essential to understand the SMEs’ attitude towards e-Invoice and address the resistance barriers faced by them. Nonetheless, limited empirical evidence addresses the resistance barriers faced by SMEs and how these barriers influence the SMEs’ attitude towards e-Invoice, remains unknown. This study, therefore adopted the innovation resistance theory (IRT) as an underpinning theory, to examine the functional barriers (usage barrier, value barrier, and risk barrier) and psychological barriers (tradition barrier and image barrier) on the SMEs’ attitude towards e-Invoice. With 294 surveys collected from SMEs in Malaysia, noteworthy findings reveal that risk barrier, traditional barrier, usage barrier, and image barrier are matter in influencing the attitude toward e-Invoice adoption except value barrier. Theoretically, the study enriches the existing literature by advancing the IRT on e-Invoice adoption. Practically, the findings offer actionable strategies for government and SMEs to address the significant resistance barriers, thereby improving positive attitude towards e-Invoice adoption and safeguard their successful implementation.

&#x0D; &#x0D; &#x0D; In recent decades, consumers begin shifting in the use of healthy products, since people are starting to become aware of the adverse effects caused by synthetic chemicals for health. Several studies that show the global demand for organic products has risen annually, including organic personal care, that has become an inevitable trend. While women are willing to pay more on organic personal care brands, they have doubts about issues related to the ingredients of brands that promise to be all organic. This study aims to measure the influences between barriers towards organic personal care consumption among 400 young women in Jabodetabek and Bandung with the use of Innovation Resistance Theory (IRT). The research was conducted using questionnaires and analyzed using Confirmatory Factor Analysis, with SmartPLS Software. The results indicate that usage barrier, value barrier, tradition barrier have positively and significantly affected organic personal care products consumption, except for risk barriers and image barriers which have insignificant effects. These findings might be useful to create business strategies for organic personal care SMEs in Indonesia, by taking more attention towards the indicator aspect on usage barriers, value barriers and tradition barriers.&#x0D; &#x0D; &#x0D;

This study examines demographic factors and personal innovativeness to information technologies (PIIT) among Brunei Darussalam's digital wallet users. Analyzing data from 181 respondents, it explores the influence of gender, age, and adopter category on PIIT levels. Results show no significant correlation between gender and PIIT levels, challenging gender-based assumptions. Age groups also exhibit no significant association with PIIT levels, contrary to expectations. However, the adopter category demonstrates a significant relationship with PIIT levels, highlighting the impact of adoption behavior. Tailored marketing, product design, and policy interventions are needed for digital inclusion. Findings of this study have implications for academia, industry, and policymaking, providing insights into technology adoption behaviors in the digital wallet domain.