Exploring User Experience and Challenges with Mobile Wallet Adoption in Emerging Markets

This study explores user experiences and challenges in mobile wallet adoption in emerging markets using the UTAUT model. These markets face rapid technological growth alongside infrastructural and economic challenges. The research examines how factors like performance expectancy, effort expectancy, social influence, and facilitating conditions influence adoption. Data from 80 mobile wallet users was collected through an online survey and analyzed using SmartPLS 4.1.0.6. The results show that performance and effort expectancy predict behavioral intention, while facilitating conditions affect actual usage. The study highlights the role of infrastructure in supporting adoption and validates the UTAUT model's relevance in less developed regions. These findings provide insights into enhancing financial inclusion in emerging markets.