MOBILE WALLET ACCEPTANCE IN SABAH: AN EMPIRICAL ANALYSIS

Abstract

Purpose - Technological proliferation has changed the practice in which financial services are transacted, with mobile wallet being the latest development in this area. This paper aims at explaining the factors that encourage bank customers to adopt mobile wallet in Sabah. Design/methodology/approach – Extends the applicability of the technology acceptance model (TAM) in a mobile wallet context, by adding perceived expressiveness, knowledge about mobile wallet and perceived credibility in addition to perceived usefulness and perceived ease of use. Findings - Results suggest that perceived usefulness, perceived ease of use, perceived expressiveness and knowledge about mobile wallet are important determinants of mobile wallet acceptance. Research limitations/ implications - The relatively small size of the sample somewhat limits generalizations. However, this is not a serious limitation, as the author believes this sample size able to contribute significantly, at least at exploratory level. Moreover, there may be a need to add for additional independent variables to the extended TAM, further expanding the number of situations to which it applies. Practical implications - This study will be primarily beneficial to the commercial banks since they will understand the usable factors toward mobile wallet acceptance. Originality/value - Develops a specific version of TAM to better reflect mobile wallet context in Malaysia.