Master of Business Administration Executive

Faculty / School

Faculty of Business Administration (FBA)

Year of Award


Project Type

MBA Executive Research Project

Access Type

Restricted Access

Executive Summary

Mobile Wallets and mobile payment solutions come within the ambit of branchless banking in Pakistan, it is an industry which is still in the infancy stages in Pakistan but is widely touted as the future of payment solutions in the country. The reason for such high expectations may be attributed to the evidence from other developed and developing countries, where mobile wallet solutions have kick started a revolution. The benefits of mobile wallets are very straightforward. Mobile Wallets are more useful and offer greater convenience for customers due to the seamless and instantaneous manner of conducting transactions and the added benefits which come from eliminating the hassle of carrying cash. For service providers, leveraging technology to facilitate payments brings about a reduction in installing immovable infrastructure and subsequent reduction in costs. Mobile Wallet solutions also allow technology firms which have traditionally been barred from entering the realm of financial service providers, the opportunity to make inroads into a new industry. For merchants, mobile wallets promise an increased footfall in sales without the hassle of cash handling. However, it is for the regulator and the economy as a whole, for which mobile wallets offer the greatest potential. One of the biggest challenges for the government of Pakistan is to improve financial inclusion and mobile wallets offer the best and most convenient solution.

This research attempts to identify the key factors which influence public acceptance and adoption of mobile wallets in Pakistan. Past studies have shown that usefulness, ease of use, value and risks are some of such key factors. To help identify these factors, i have relied on both primary and secondary data. Quantitative analysis is based on convenience sampling and conducted with the help of primary data collected via a customer questionnaire. Qualitative analysis is conducted with the help of literature review, which is through secondary data collected from various sources including State Bank of Pakistan publications, newspaper articles, journal entries and published research papers.

The results from both the primary and secondary data points towards a similar conclusion. Perceived usefulness (PU), Perceived ease of use (PE) are both statistically significant influencers and perceived risks (PR) are negative influencers on the Behavioral Intent (B!) of consumers to adopt mobile wallets.

Based on the results of this research, service providers are recommended to promote the advantages in convenience mobile wallets offer and develop applications which have a lower learning curve. Potential risk should be curbed by strengthening security. The biggest recommendation however falls on both the regulator and service providers which is creating positive public awareness on Mobile Wallets in Pakistan.


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