A STUDY ON CONSUMER ADOPTION OF MOBILE WALLET

Abstract

The global banking system and financial industry is transforming with the help of mobile technology by Providing more convenience and accessibility to their customers. Over the years, the necessity of phone has evolved and it is estimated to have more cell phone users than the number of bank account holders worldwide. The cost of using traditional methods to connect to customer and the focus on innovative business that are customer centric led to the inevitable design of mobile based technologies. The most common among this is mobile commerce, mobile banking, mobile payment, and mobile wallet. Mobile payments or mobile wallet bring together payment system, mobile devices and services to enable users to initiate, authorize, and complete financial transaction over mobile network or wireless communication technology (Chandra, 2010; Lu, 2011). Prior to the demonetization exercise, the number of users for this mobile wallet service were low even after having innumerable benefits for mobile wallet technology. The basic problem lies in the attitudes and intentions of the customers at the bottom of the pyramid whose adoption of mobile wallets would be capable of providing the required level of scale and profitability to this new technology (Shen, 2015). Since demonetization exercise the number of users is increasing and there is a change in customer behavior. Whether this change in attitude towards the usage of mobile wallet is temporary or permanent need to be seen. In this research paper, we intends to understand the factors that affect the consumer adoption of mobile wallet so that a strategic framework can be implemented to improve their adoption with the help of mobile wallet, mobile device manufacturers and regulatory body.