EXPLORING THE DETERMINANTS OF M-WALLET ADOPTION: A DELPHI STUDY

Abstract

The COVID-19 pandemic has accelerated the adoption of mobile wallets globally, especially in Morocco. Amid this digital transformation, our study delves into the challenges and barriers affecting m-wallet adoption, with merchant hesitancy towards electronic payments being a significant obstacle. Several key determinants, including effort expectancy, performance expectancy, social influence, trust, and risk perception, emerged as crucial influencers in this adoption journey.

To comprehensively understand these nuances, we utilized the Delphi method over two rounds, engaging banking application experts. A meticulous literature review led to 39 pivotal criteria from previous research that anchored our expert discussions. Results from these discussions displayed a strengthening consensus on these criteria, emphasizing their significance in the adoption landscape.

These findings are set to inform a detailed questionnaire, tailored for both m-wallet users and non-users, aiming to unearth deeper insights into adoption behaviors. Ultimately, this study provides a holistic view of m-wallet adoption during COVID-19, offering valuable guidance for stakeholders to enhance uptake and bridge adoption gaps in varied user segments.