Mobile wallets: achieving intention to recommend by brick and mortar retailers

ABSTRACT The objective of this study is to examine antecedents as well as consequences of mobile wallet usage for achieving the ultimate consequence of “intention to recommend to use” by brick and mortar retailers. The model incorporates attitude and subjective norms leading to perceived usefulness and usage intention for mobile wallets. It also reveals perceived cost having a negative impact and perceived trust having a positive impact on usage intention toward mobile wallets. The study was conducted on small brick and mortar retailers. Statistical techniques such as reliability, validity and mediation analyses were conducted to test the hypothesized model, using SPSS Macro Process Hayes. Results indicate a positive impact of intention to use on user’s tendency to recommend mobile wallets. This study provides valuable insights and a strategic direction for mobile wallet service providers and also government regulators, to prepare a holistic framework to enhance adoption and usage of the wallets among retailers and traders. This is a relatively under explored demographic with reference to mobile wallets. It explains, in totality, various facets of behavior of retailers, with reference to mobile wallets. A unique contribution of this research to the extant literature on mobile wallet adoption and usage is that it is based on the Theory of Reasoned Action (TRA) and extends TRA by adding “intention to recommend” as a logical consequence of “usage intention” for mobile wallets.