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M.Phil.
(Social Sciences & Humanities)
A STUDY ON FACOTRS AFFECTING INTENTION TO USE
MOBILE WALLETS WITH REFERENCE TO NORTH GUJARAT

Ph.D. Scholar : Oza Hetalben J.
Research Supervisor : Dr. Kiran J. Patel

Regi. No.: 19055131003
Abstract :
This study attempts to examine key factors affecting customers’ intentions to use mobile
wallets in the context of North Gujarat Region. In Particular, the study identified various
factors affecting consumer’s intention to use mobile wallets. Which is Perceived
Usefulness (PU), Perceived ease of use (PEOU), Trust (TR), Perceived Security (PS),
Perceived Risk (PR), Promotional offer (PO), Innovativeness (INN), Government policy
(GP) as an Independent variable. For this, exploratory research design is applied and
collected 362 valid online responses through structured questionnaire as per simple
random sampling method. For testing hypotheses, multiple regression analysis is
performed.

The findings of this study indicated that among other factors government policy is most
significant factor affecting customer’s intention to use mobile wallets in North Gujarat,
while Trust (TR) and Perceived Security (PS) has no any effect on customer’s intention to
use Mobile wallets. The results of this study provide useful insights to the policy makers,
mobile wallet service providers and govt. to formulate strategies for the promotion of m-
wallet usage among more and more customers. The limitations of this study provide the
scope for the future research studies.

Key words: Customers, factors, intention, perceived, government policy

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