Mobile Wallet Adoption – Moderating Effect of Using Experience

Abstract

Considered as a disruptive innovation, the development of mobile wallets in Vietnam in recent years has created enormous changes in customers' shopping and payment habits. This study assesses the moderating effect of customers’ Using Experience (UE) on three constructs of the research model - Sales Promotion (PM), Perceived Usefulness (PU) and Intention to Use (IU). The results have shown that PU plays a mediating role between PM and IU. When the customer experienced a long period of using the mobile wallet, a high promotion will have the opposite effect of reducing the PU. Therefore, mobile wallet providers need to focus PM on new users because these customers will have a higher PU than long-used customers. Several managerial implications were proposed to increase the effectiveness of PM in enhancing adoption of the mobile wallet in Vietnam.