Metaverse-Enabled Mobile Wallets: A Step towards Digital Financial Sustainability from Adoption to Post-Adoption Phases in Pakistan

Abstract

This research study delves into the intricate realm of mobile wallet adoption in Pakistan, with the overarching objective of comprehending the multifaceted factors that shape users' behavioral continuance intentions. The major objective of the study is to investigate the major determinants of mobile wallet continuance intention in Pakistan’s digital financial landscape. In the recent era, Pakistan’s digital payment system suffered from low mobile wallet adoption. These service providers are still struggling to achieve more success in the continuous usage of mobile wallets. The decline in continuous usage practices hampered the digital financial landscape growth. To address this issue the current study investigation scrutinizes the entire spectrum of influences, encompassing pre-adoption and post-adoption dynamics, that sway individuals toward embracing mobile wallets, and endeavours to provide a cogent framework elucidating the rationale behind consumers' choices to engage with this technology. To achieve this, the research marries two prominent theoretical perspectives: the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Post-Adoption Model of Information Systems (IS) continuance. This study followed a quantitative method, and a questionnaire survey was carried out. The empirical findings unveiled pivotal determinants in this context, including pre-adoption performance and effort expectancies, social influence, and facilitating conditions. These determinants exert a profound impact on the confirmation of consumption-driven behaviours pre-adoption, which subsequently shapes post-adoption perceptions regarding identity privacy features, payment security features, trust, and overall user satisfaction. The proposed framework provides actionable insights for mobile wallet application developers, guiding them in crafting strategies to elevate user satisfaction and foster continuance intentions by aligning with pre-adoption expectations.