Why people do not bother using digital wallets? A qualitative study on resistance behavior

Purpose This study aims to qualitatively investigate and uncover the factors influencing resistance intention to local digital wallets in the context of Brunei Darussalam. Design/methodology/approach This study uses a qualitative approach to investigate resistance toward adopting local digital wallets in Brunei Darussalam. Using a purposive sampling approach, an online survey was distributed via prevalent social media platforms, targeting individuals who intentionally refrain from using these services. Structured questionnaires capture demographic data, while open-ended questions explore reasons for resistance. Thematic analysis, guided by the innovation resistance theory (IRT), extracts and analyses collected responses to reveal emergent themes. Data saturation, anticipated with a minimum of 12 responses, signifies sample adequacy. Findings This study collects 55 responses reflecting resistance to local digital wallet adoption, primarily from females and youths (i.e. Generation Z groups). Through deductive thematic analysis, guided by the IRT framework, five emerging themes related to resistance behavior were identified. The “Access Barrier” highlights issues such as the lack of prerequisites like bank accounts, limited capital and restricted internet access; the “Risk Barrier” emphasizes concerns about data security, privacy, financial fraud and money management; the “Tradition Barrier” underscores challenges associated with preferences for cash and plastic money; the “Usage Barrier” addresses issues of digital overload, process complexity and unfamiliarity; and finally, the “Value Barrier” illuminates issues of apathy, lifestyle incompatibility and limited vendor acceptance. Research limitations/implications This study recognizes several limitations related to sample representativeness, reliance on self-reported data, the use of a cross-sectional design and a narrow focus on individual perspectives. Moving forward, it is important for future studies to address these limitations by implementing strategies such as obtaining more balanced samples, incorporating quantitative data collection methods, adopting longitudinal approaches and incorporating perspectives from a wider range of stakeholders. By doing so, researchers can enhance the validity and generalizability of their findings, leading to a more robust understanding of the dynamics surrounding digital wallet resistance and adoption within academic discourse. Practical implications Digital wallet providers must prioritize accessibility by addressing barriers like prerequisites, financial constraints and internet connectivity. Strategies include expanding access to unbanked populations, incentivizing first-time users and enhancing internet infrastructure. To mitigate risk-related barriers, providers should focus on data security, privacy protection and user safety. Tailoring offerings to accommodate diverse user preferences, simplifying usage processes, increasing awareness through educational campaigns and collaborating with stakeholders are essential. Collaboration between providers, regulatory bodies, financial institutions and merchants is vital to address multifaceted barriers, improve infrastructure, enhance security measures and promote user awareness, enabling digital wallet adoption and fostering the growth of the digital economy. Originality/value This study contributes to understanding the factors influencing the resistance behaviour to wards local digital wallets in Brunei Darussalam, offering insights for policymakers, academicians and digital wallet providers to address resistance and promote sustainable adoption.