Determinants of Digital Wallet Adoption among Electronic Money Users in Metro Manila: Basis for a Digital Payment Service Enhancement Framework

This study examined the determinants of digital wallet adoption and usage among electronic money users in Metro Manila and developed a Digital Payment Service Enhancement Framework. A quantitative explanatory-correlational design was employed with 385 existing users selected through geographic quota sampling and purposive screening. Data from a validated, self-administered questionnaire were analyzed using descriptive statistics, structural equation modeling, and Bonferroni-adjusted Kruskal–Wallis tests. Respondents reported favorable adoption perceptions, strong behavioral intention (M = 3.53), and frequent self-reported usage (M = 3.52). Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions were all significantly associated with Behavioral Intention, collectively explaining 62.3% of its variance. Facilitating Conditions showed the strongest association with intention (β = .354, p < .001) and a stronger association with Actual Usage (β = .312, p < .001) than Behavioral Intention did (β = .174, p < .001). Age and occupation showed the broadest demographic differences, while security confidence and customer support received comparatively weaker assessments. The findings indicate that practical enabling conditions are central to reported digital wallet use alongside favorable perceptions and intentions. Providers should prioritize reliable infrastructure, accessible support, and security communication while maintaining transaction convenience. Nonprobability sampling, self-reported usage, and the correlational design limit generalizability and causal inference. The proposed framework offers evidence-based priorities for improving digital payment services and potentially advancing financial inclusion, supporting SDGs 8, 9, and 10 through socioeconomic and technological sustainability.