Evaluation of the Determining Factors of the Intention to Use, Satisfaction and Recommendation of Mobile Wallets Adapted to the Utaut2 Model in the Peruvian Context

Abstract

The massive adoption of mobile wallets in the context of COVID-19 forced retailers to implement it in their businesses. Therefore, it is necessary to assess the determinants of mobile wallet adoption and recommendations among merchants in northern Peru. Objective: To conduct an empirical evaluation to test the research hypotheses gathered during the literature review process. Based on the UTAUT2 model, the partial least-squares technique was used to test the hypotheses. Method: This study relied on a quantitative approach with a nonexperimental design, and a sample of 466 merchants was selected through nonprobabilistic sampling. Results: Eight of the nine hypotheses were confirmed: Perceived utility (β=0.219∗∗∗), attitude (β=0.57∗), perceived risk (β=−0.219∗∗∗), and satisfaction (β=0.515∗∗∗) are the main factors influencing the adoption and recommendations of mobile wallets with standardized beta coefficients of considerable magnitude (β***). Conclusion: This study confirms the importance of perceived usefulness, attitude, perceived risk, and satisfaction in driving the adoption and recommendation of mobile wallets among merchants in northern Peru. This information may be useful for merchants wishing to implement mobile wallet services and to increase their customer base. The results of this empirical assessment highlight the need for merchants to focus on improving the perceived usefulness and satisfaction of their mobile wallet services as well as minimizing the perceived risks associated with their use.