Factors affecting consumers’ behavioral intentions to use and adopt digital wallets

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Introduction
Technology development has increased electronic money transactions (Hoang et al., 2021).Moreover, the COVID-19 epidemic has also altered the mean people make financial transactions (Budiarani et al., 2021).Following these notices, electronic payment transactions have gradually substituted traditional payment methods (Hoang et al., 2021).Furthermore, facts from MarkPlus Inc. and Nielsen report exhibit that there is an increasing number of persons who tend to do online shopping through e-commerce.According to these facts, the researchers surveyed to research new e-wallet users and the types of transactions frequently used during COVID-19 (Budiarani et al., 2021).Numerous global research papers have investigated the utilization of digital payment as a method for payment, and have revealed that the primary determinants of the inclination to benefit from digital wallets during the COVID-19 pandemic are perceived usefulness, perceived ease of use, convenience, privacy, perceived risk, and governmental support (Aji et al., 2020;Karim et al., 2020).Other determinants such as technological, political, and cultural aspects also impact the acceptance and implementation of electronic payment (Alkhowaiter, 2020).Adopting and utilizing digital payment systems in Jordan have been greatly impacted by factors such as expectations of efficiency, social influence, the perceived value of pricing, security, and privacy (Al Okaily et al., 2020).Trust is also another crucial element that considerably affects the utilization and adoption of digital payment, particularly in financial transactions (Al Nawayseh, 2020;Oney et al., 2017).e current paper's goal is to build an inclusive framework that examines the significant variables affecting the intentions of digital wallet use and adoption.e Technology Acceptance Model (TAM) is extensively employed in technology adoption research papers.To recognize the determinants influencing the adoption of digital wallet services in Jordan, the framework must incorporate variables like promotional benefits, perceived value, governmental support, and perceived CVID-19 risk.It also should examine the unique relationships between these factors and consumer behavioral intentions, which have not been previously investigated (Al-Qudah et al., 2022).ese variables have not been extensively studied within the context of digital wallet services but are vital for the process of decision-making of students and working populations.
In this paper, to recognize the dimensions impacting digital wallet acceptance, the TAM was adopted.TAM is one of the utmost recognized models for being able to understand digital payments from the perceptions of customers in adopting applications (Perdana, 2017).e technology acceptance model explains how users are introduced to a new technology, where several variables determine how and when they will use it (Martínez-Caro et al., 2013).ere are external variables that have a connection with perceived ease of use along with perceived usefulness, eventually leading to the intention to adopt.e reason behind using the TAM model is that TAM was applied fruitfully in evaluating the backgrounds that determine the adoption of numerous technologies (Gbongli et al., 2019).Moreover, it has been the most accepted model and used theory when assessing an individual's adoption and behavioral intention (Oliveira & Martins, 2011).Finally, nowadays, e-commerce and Smartphones are very important to modern users and the economy.e use of mobile wallets is a fast-growing method for payment not only in developed countries but also in developing countries (Rana et al., 2023).Lastly, the outcomes of this paper are predicted to benefit e-wallet firms in defining the aspects that impact digital wallet acceptance and use.

Literature review
In the digital age, electronic payment systems have become an essential part of our lives.One of the most popular forms of epayment systems is digital wallets.Nowadays, the use of digital wallets is increasing, especially after the COVID-19 era, so people have started adopting digital payment within their daily practices.It is crucial to explore the determinants that impact their adoption.e TAM is extensively used as a framework for examining technology adoption.e current research paper aims to carry out an in-depth review of the literature on the TAM and its implementation in digital wallets.To understand the willingness of consumers to adopt Information System (IS) technology, many theories have developed, among them the TAM is the most widely used.e TAM has been extensively investigated in prior studies to explain how people use a particular technology (Davis, 1989b).Moreover, the TAM is utilized in several technologies, for example, e-commerce, e-learning, and short message service (Al-Maroof & Al-Emran, 2018;Barry, 2017;Cheung & Vogel, 2013;Muk & Chung, 2015), and has instituted itself as a most popular model for evaluating the new technology usage intention and adoption (Aydin & Burnaz, 2016).Anyway, the variables of the original TAM may not fully include the fundamental concepts that affect customers' behavioral intentions toward online purchasing.Consequently, scholars have suggested the addition of more variables to the model to increase its suitability (Jaradat, 2013).Both security and privacy are additional determinants that positively impact the usage intention to new technology.Both security and privacy have affected the behavioral intention of e-wallet usage.Along with security and privacy, the other factors studied in their research were PU and PEOU (Barry, 2017).Moreover, it is noted that most of the former investigations have studied technology adoption in the mobile banking context (Amin et al., 2008;Shin, 2009) and mobile payment (Singh et al., 2017).Limited research papers were evident to examine digital wallet adoption, especially in the Jordanian context.Few existing studies have endeavored to investigate the underlying association between determinants that impact the attitude of users (Singh et al., 2017) as well as their intentions (Madan & Yadav, 2016) to accept and use digital wallets.e ever-increasing number of mobile users reveals that more and more individuals want to embrace the freedom that comes with not having to worry about wires, time, or location.e aspects impacting the mobile payment systems consumers' adoption in Jordan were explored by employing the TAM variables, with the inclusion of an independent variable, namely perceived financial cost.Both perceived usefulness and perceived financial cost have a considerable and favorable influence on the behavioral intention usage of digital payment systems.Nevertheless, it was observed that perceived ease of use has no statistical or positive influence on the behavioral intention of digital wallet usage (Lutfi et al., 2021).When defining the drivers that influence the adoption and utilization of digital wallets in Islamic banks in Jordan.e primary obstacle to implementing the TAM is to establish a concrete foundation for the adoption of information and communication technology (ICT).Persons' attitudes toward digital wallets are impacted by person ease of use perception, usefulness perception, competency, and trustworthiness.ese factors, in turn, impact their behavioral intention to digital wallets and mobile banking usage (Al-Khasawneh & Alquraan, 2019).Many factors affect the change in consumers' attitudes and intentions regarding payment methods from traditional ones like cash, debit or credit cards, and physical wallets to digital payment methods such as mobile apps.e consumers' willingness to switch is highly influenced by their perception of ease of use, usefulness, and perceived risk, which affects attitude and intention (Alaeddin et al., 2018).Factors that define the effect of consumers' intentions to use digital wallets include application quality, perceived simplicity of use, perceived usefulness, as well as attitude toward utilization.Perceived ease of use affects perceived usefulness.e perceived usefulness of e-wallet applications has a beneficial effect on attitudes toward utilizing them.While the perceived usefulness of e-wallet applications is unaffected by quality, attitude is a crucial factor for behavioral intentions for its use (Kustono et al., 2020).Elements that affect consumers' intentions of digital wallet usage during the COVID-19 pandemic period include government support, perceived usefulness, perceived risk, and behavioral intention to digital wallet use.TAM Model dimensions were employed with two additional factors, government support, and perceived risk.Results indicated that perceived risk is allied with using physical cash during the pandemic and the e-wallet's perceived usefulness influenced their adoption.Additionally, government support for digital payment platforms was found to be advantageous as it can enhance digital payment systems usage (Sree & Paul, 2020).Findings of the upgraded version of the TAM Model to test the dimensions that impact millennials' acceptance of digital wallets demonstrated that perceived ease of use is associated with perceived usefulness.In addition, perceived ease is considered correlated to behavioral intention, while trust has a positive and noteworthy correlation with actual use (Sarmah et al., 2020).Usefulness, ease of use, security, and trust have a significant effect on user attitude and intention, while trust is affected by security (Chawla & Joshi, 2020).Digital payment technology includes four types of digital payment: mobile payment, e-payment, card payment, and cryptocurrencies.ey are influenced by users' perceived value, degree of satisfaction, and users' intention to adopt any of them (Mew & Millan, 2021).Mobile financial technology services can reach remote areas where banks can not reach, it reduces the cost and time of financial transactions for users and bankers (Neelam & Bhattacharya, 2022).Mobile wallets are different from traditional payment, it is cashless, enjoyable, and eco-friendly.In addition, it satisfies sellers' and purchaser expectations (Hopalı et al., 2022).Mobile self-efficacy strongly affects perceived enjoyment, which affects performance expectancy, effort expectancy, and satisfaction.Performance expectancy, social influence, and satisfaction affect users' behavioral intentions (Esawe, 2022).Cognitive drivers (perceived usefulness and perceived ease of use) strongly affect the perceptions of e-wallet apps, while attitudes and subjective norms affect the e-wallet app's continued use.e correlation between attitude and continued use is mediated by subjective norms (X.J. Lim et al., 2022).Before digital wallet adoption, customers used multi-criteria to evaluate e-wallet services mainly the perceived value, which affects satisfaction (Ilieva et al., 2023).Digital wallet adoption drivers include perceived ease of use, usefulness, trust, and security (Neves et al., 2023).Lastly, ewallet has a significant effect on the economy and welfare (Umeokeke et al., 2017).Finally, the dimensions that influence people's use of digital wallet services include positive disconfirmation, perceived usefulness, subjective norm, perceived behavioral control, attitude, and perceived ease of use.Perceived value and satisfaction are correlated with the intent to consume e-wallets in the future.Intention to use is impacted by the variables of the eory of Planned Behavior (TPB), the TAM Model, and user satisfaction.However, the correlation between satisfaction and digital wallet usage intention was not strengthened by perceived value (Ariffin et al., 2021).

Research Model & Hypothesis Development
e current suggested model stems from the original TAM model.In addition to several variables to be examined thoroughly, such as social influence, as people learn new things from their society e.g.friends, family, and peers, and are influenced regarding their choices and preferences (Singh et al., 2017) thus increasing this research's interest in looking closely at its effect in regards to digital wallets.Perceived value is also added, which significantly and positively affects adopting intentions to use new technologies, like mobile banking, mobile commerce, and mobile wallets (Amoroso & Magnier-Watanabe, 2012;Pagani, 2004;Slade et al., 2015), perceived value is a key driver in gaining and retaining customers (Mutahar et al., 2018).
us, perception of value should be essential for e-services marketers.Furthermore, prior research argued that promotion could motivate consumers for digital wallet usage. is sort of drive is said to be "extrinsic" (Davis et al., 1992), which is the motivation resulting from external factors, such as money (Muchena et al., 2014).In addition to governmental support, supporting digital wallets during this pandemic may likewise affect the intention to adopt digital wallets (Aji et al., 2020).World Health Organization's advice encourages the government to enhance people's participation in using digital wallets (Brown, 2020;Huang, 2020).It is beneficial for the government to "flatten the curve" (Kaur, 2021).e aforementioned variables are studied to assess their effect on PU, while perceived value is studied to assess the effect on both PEOU and PU (Mutahar et al., 2018).Meanwhile, personal innovativeness and perceived COVID-19 risk are being studied to assess their effects on intention towards use.People with high personal innovativeness are vital to assess when adopting new technology, as they are pioneers to examine new technology and share their experiences (Campbell & Singh, 2017).Furthermore, the perceived COVID-19 risk is important to study because, as mentioned in earlier studies, the necessity to use technologies during the global pandemic is inescapable (Sukendro et al., 2020).

Social Influence
It is viewed in the related literature as the perceived influence of important individuals in one's life who inspire and motivate them in the transaction of using digital wallets (Sarika & Vasantha, 2019).It was commonly agreed, in the existing related literature, on the substantial effect of social influence on customers' intention to accept technologies (Amoroso & Magnier-Watanabe, 2012;Lee et al., 2004;Schierz et al., 2010;Yang et al., 2012).Numerous studies showed a correlation between social influence and attitude toward consuming digital banking services.For instance, (Deb & Lomo-David, 2014) concluded that social influence has a positive correlation with consumers' attitudes toward mobile banking.Similarly, Bashir and Madhavaiah (2014) established that social influence has a positive influence on users' intention to Internet banking usage.
ese outcomes suggest that social influence is crucial in promoting the digital wallets adoption.As Mun et al. (2017) pointed out, the effect of friends, family, and colleagues is important in shaping individuals' choice to adopt mobile payments.Moreover, other researchers (e.g., Calisir et al., 2013;Ramazani et al., 2013;akur, 2016;Zhao et al., 2018) indicated that social influence is strongly correlated with technology acceptance through perceived usefulness.(Singh et al., 2017) concentrated on the family and friends role-played in encouraging the adoption of mobile wallets.Peers teach users new things, and their attitudes and behaviors have an impact on them.at means that when evaluating the effectiveness of technology, social influence might happen by considering the opinions of significant individuals.Considering the previous discussion, it is expected that people's positive feedback on digital wallets could potentially perceive a high usefulness level of new technologies such as digital wallets leading to the intent to use them.erefore, it is suggested that: H1: Social influence has a significant positive influence on the perceived usefulness of digital wallets.

Promotional Benefits
Promotional benefits are defined as motivational rewards such as discounts, free sample gifts, and monetary bonuses that can attract customers to use a certain product or technology (Aydin & Burnaz, 2016).Customers are eager to exert effort to attain these worthwhile benefits (Han et al., 2014;Kim et al., 2021).Mobile payment provides the tangible advantage of uploading and using digital wallets i.e., discounts, and internet access, which can develop a positive attitude and enhance the intention towards use.Success can rely on creating a complete experience for the customers with value added.Promotional benefits proved to be a vital component that can foster the acceptance proportion of Internet banking users (Hosein, 2009).Additional research on mobile payment concluded that incentives including monetary prizes, loyalty points, and discount coupon codes may influence consumers' behavioral intentions toward mobile shopping (Baghla, 2018;Madan & Yadav, 2018).
Seminal contributions such as (Lilliecrona & Sundelin, 2017) found that if consumers do not have the option of digital payment usage, they would choose to cash payment or cards.To elaborate further, customers seek to get these tangible and intangible benefits (Prabhakaran et al., 2020).Many papers have demonstrated that there is a direct association between the promotional advantage offered by mobile wallet institutions and users' intention to mobile wallets acceptance and use (Bagla & Sancheti, 2018;Madan & Yadav, 2016).(Singh et al., 2020) concluded that users are adopting and utilizing digital wallet services more when they receive benefits, such as cashback or reward points.Additionally, (Fikri & Lisdayanti, 2020) found that incorporating more benefits into the customer experience positively impacts users' acceptance of digital wallets as a form of payment, which ultimately enhances the perceived usefulness.e proper in-text citation has been included in the passage.Based on this argument, the hypotheses suggested can be: H2: Promotional benefits have a significant positive influence on the perceived usefulness of digital wallets.

Government Support
It is defined as the degree of government recognizing the status of the information system's (IS) role and the content to which it is involved in the actions (Al-Haderi, 2014).In several previous studies, government support has been found to enhance or hinder the new technology acceptance (Appiah et al., 2019;Besley & Burgess, 2002).Moving into the mobile payment context, government support significantly influences users intentions to accept and adopt mobile payment transactions (Aji et al., 2020;Dawi, 2019;Mandari et al., 2017;Rambocas & Arjoon, 2012).Ultimately, external variables like governmental funding may have an impact on how beneficial people believe technology to be (Al-Haderi, 2014;Hai & Kazmi, 2015).e encouragement of the government of utilizing digital wallets during the COVID-19 outbreak may have had a beneficial impact on how useful people thought the wallets were (Aji et al., 2020).Since COVID-19 is considered a global pandemic and a threat to many people, this research proposes that government support for digital wallets would potentially encourage users adoption and use of digital wallets.erefore, it is hypothesized that: H3: Governmental support has a significant positive influence on the perceived usefulness of digital wallets.

Perceived Value
e concept of perceived value describes the personal evaluation of the advantages and disadvantages associated with obtaining or using a particular service and/or product.It is a subjective judgment that depends on personal preferences and perceptions (Murillo-Zegarra et al., 2020).In previous studies, perceived value is represented as a multidimensional construct including social, emotional, and functional value (Youn & Lee, 2019), while other studies examined perceived value as a unidimensional variable that affects the technology adoption intention (Murillo-Zegarra et al., 2020).In the current paper model, perceived value is directly linked to PEOU and PU (Murillo-Zegarra et al., 2020).In (Suryadi et al., 2018) opinion, PEOU shows a significant contribution to perceived value.According to (Mutahar et al., 2018), it has been proposed that the more consumers perceive technology as useful or free of effort to be used, the higher they will perceive its value.is has eventually led to the development of the below hypotheses: H4: Perceived value has a significant positive influence on the perceived usefulness of digital wallets.H5: Perceived value has a significant positive influence on the perceived ease of use of digital wallets.

Perceived Usefulness (PU)
Several prior studies have described perceived usefulness as the degree of a personal belief that utilizing a particular system would increase performance (Davis, 1989b(Davis, , 1989a;;Kesumastuti, 2020;Latupeirissa et al., 2020;Singhal et al., 2020) or increase his/her productivity by using digital wallets (Karim et al., 2020).It is crucial to say that the decision to utilize new technology is impacted by perceived usefulness (Davis, 1989a;Venkatesh & Davis, 2000).According to research on technology adoption, the perceived utility affects users attitudes and intentions to utilize Internet banking (Al-Khasawneh et al., 2018;Chong et al., 2010), as well as mobile banking (Al-Khasawneh & Alquraan, 2019;Mohammadi, 2015).e correlation between attitude and perceived usefulness was shown in many articles (Aboelmaged & Gebba, 2013;Deb & Lomo-David, 2014;Krishanan et al., 2016;Teo et al., 2008).Perceived usefulness has been shown to have a beneficial association with digital wallet adoption (Alalwan et al., 2017;Liébana-Cabanillas et al., 2018;Nguyen & Huynh, 2018).Hence, perceived usefulness is a major dimension in the behavioral intention for digital wallet usage, with a negligible impact on intention according to (Jin et al., 2020).However, several previous studies have consistently discovered that perceived usefulness is a significant determinant of the intention to electronic or digital wallet usage (Aji & Dharmmesta, 2019).us, the hypothesis being proposed is as follows, H6: Perceived usefulness of digital wallets has a significant positive influence on users' intention to use digital wallets.

Perceived Ease of Use (PEOU)
It is described as the level to which users perceive a new technology to be effortless to utilize (Davis, 1989a;Watcharadamrongkun et al., 2018), including the perceived convenience of consuming digital wallets (Najib & Fahma, 2020).(Kumar et al., 2020) found that users consider digital wallets easy to use because of the minimal number of steps involved in transferring money.Researchers such as (Phuong et al., 2020) and (Shao et al., 2020) discovered that perceived ease of usage positively and significantly impacts users' intention to continue consuming a digital wallet.(Hew et al., 2015) concluded that user-friendly apps would attract users and influence their opinions.Perceived ease of use strongly impacts users' attitudes (Chau & Lai, 2003;Deb & Lomo-David, 2014;Lin & Lu, 2011;Suh & Han, 2002) and their propensity to utilize the system (Shao et al., 2020).In the case of digital wallets, research has demonstrated that customers consider usability to be one of the most important determinants when using mobile payments (Alkhowaiter, 2020;Sankaran & Chakraborty, 2021).(Al-Maroof & Al-Emran, 2018) showed that digital wallet usage is simple and significantly impacts their intention to use them.Findings were further supported by more recent research by (Kumar et al., 2020), which found that 78% of mobile users believed that using a mobile wallet to pay and navigate was easy and required minimal effort.It is suggested, based on these observations, that digital wallet developers prioritize ease of use to improve user satisfaction and encourage continued usage.Hence, it is suggested that H7: Perceived ease of use has a significant positive influence on the intention towards the use of digital wallet.

Personal Innovativeness
It is described as the person's distinctive willingness to utilize and foster new technologies (Karim et al., 2020).For this current research, individual innovativeness describes the disposition of a user to embrace new ideas related to paying and performing transactions online using digital wallets.Innovative individuals are more open to accepting innovations, and they are more likely to pursue them than their non-innovative peers (Zarmpou et al., 2012).Persons who have a high degree of creativity are more open and adventurous to try new ways (C.Kim et al., 2010).Persons with a high degree of innovation are thought to have opinions and attitudes that are more favorable toward the convenience and utility of adopting mobile banking (F.-W.Lim et al., 2020).It is expected that higher people innovativeness may hold more positive views of innovation as usefulness and ease of use both have more positive intentions towards the usage of the digital wallet (Cao et al., 2019).Individuals' level of anxiety towards technology and their degree of personal innovativeness are crucial dimensions that impact the decision of digital wallet usage (Gbongli et al., 2019).Based on that statement, it can be suggested that: H8: Personal Innovativeness has a significant positive influence on the behavioral intention to use digital wallets.

Perceived COVID-19 Risk
It is described as the possibility of unfavorable consequences or drawbacks that may arise from utilizing a particular service (Featherman & Pavlou, 2003).Perceived COVID-19 risk is considered as the personal belief of the risks associated with having coronavirus (Taselaar, 2020).An early study conducted by (Mitchell, 1999) also demonstrated that users' risk perception significantly impacts an individual's behavioral intentions in using digital payment.(Al Nawayseh, 2020) asserted that the lack of impact that technology-related risk had on FinTech adoption in Jordan was due to consumers' increased worry about COVID-19's health danger, which outweighed their fear of other hazards associated with technology.Additionally, (Aji et al., 2020) concluded that customers' intention to adopt e-wallets during the pandemic significantly influences government support, perceived usefulness, and perceived risk of COVID-19.Moreover, it has been indicated that hazards can reduce consumers' intention to adopt digital wallet payment for a single platform (Lai, 2018).erefore, the use of digital wallets would be the superlative solution to prevent the transmission of COVID-19 between individuals.As well as, the more COVID-19 threatens people's health by using cash flow the more people tend to utilize digital wallets for transactions (Aji et al., 2020).Hence, the suggested hypothesis is: H9: Perceived COVID-19 risk has a significant positive influence on the intention to use digital wallets.

Methodology
e proposed theoretical framework is tested in the current study using a quantitative research methodology.e current study depended on the Internet survey strategy to get a high response rate even though there are several data-gathering methods available, including mail surveys, Internet surveys, phone surveys, and self-administrated surveys.Jordanians can be chosen because of their easy accessibility and close vicinity to the researchers thanks to the convenience and purposive sampling technique, which is rapid and simple in the current study.A Likert scale with five possible outcomes from strongly important (1) to strongly important (5) was employed to evaluate the items of the current study.For the data collection, surveys were conducted both offline and online.Only those who have heard of or used a mobile wallet were asked to participate in the survey after being informed of the study's objectives.e data was gathered and analyzed with the highest care, and participation was optional.Users of mobile wallets from different industries, such as retail, telecommunications, consulting, banking and financial services, manufacturing, and additional business services, made up the sampling frame.e survey was completed by 450 respondents in total.e study was only able to use 401 of the useable surveys because 49 respondents were unaware of mobile wallets.

Data Analysis
In a two-step process, the obtained data were examined using PLS-SEM.e measurement model was employed to check the validity and reliability of the instrument, while path analysis was conducted to explore the predicted correlations.In addition, the following are the justifications for selecting PLS-SEM: e purpose of the estimated structural model is to investigate theoretical extensions of existing theories.It is complicated and involves numerous constructs, indicators, and/or model linkages (Hair et al., 2019).After examining the demographic information in Table 1, it is evident that there are 268 females (66.8% of the population) and 133 males (33.2%), meaning that females outnumbered males in this survey.On the other hand, the study sample's median age is between 18 and 23 years, with a percentage of (59.9%), the largest among all the age groups represented in the survey.e statistical analysis's findings also indicate that up to (80.3%) of the respondents in this survey are bachelor's degree holders.

Exploratory of Factorial Analysis (EFA)
To execute an EFA, the following criteria must be met: factor loadings have to be more than 0.60 and cross-loadings 0.30.No items (questions) were eliminated when these criteria were applied, and all (31) measurements of the Nine variables were loading well with their respective constructs (0.625 to 0.922), exceeding the advised threshold of 0.60 (Neill, 2008;Sharabati et al., 2022) as exhibited in Table 2. 0.824 Social Influence (SI), Promotional Benefits (PB), Governmental Support (GS), Perceived Usefulness (PU), Perceived Value (PV), Perceived Ease of Use (PEOU), (Kaiser-Meyer-Olkine = 0.909; df = 465; Sig = 0.000); (Bartlett = 8466.983;df = 465; Sig = 0.000) Also, the Kaiser-Meyer-Olkine (KMO) score, According to (Al-Haddad et al., 2022;Stephanie Glen, 2016;Tabachnick & Fidell, 2019).e recommended criterion for the Kaiser-Meyer-Olkin related to sampling adequacy is 0.70 or above.e Bartlett test of sphericity significance level was determined to be 0.000, indicating a statistically significant result (Al-Khasawneh et al., 2023;Kaiser et al., 1974;Sharabati et al., 2022;Tabachnick & Fidell, 2019).ese results demonstrate that all of the metrics factor satisfactorily.As a result, the table's (2) outer loading matrix provides information that allows the validity of the items for the analysis.erefore, it is crucial to confirm that the variables included in the statistical analysis are genuine.

Construct Reliability and Validity Analysis
e current article indicates (α) Cronbach Alpha exceeding (0.70) with all scales (e.g.0.774 -0.906), and the Composite Reliability (CR) of each tool was more than (0.80) (0.854 -0.934).(Hair et al., 2014) define convergent validity using AVE as the agreement between a latent construct and its tools.According to (Couchman & Fulop, 2006), this validity can be determined by calculating the mean-variance among variables and their constituents, meaning AVE assesses how accurately a measuring instrument evaluates the construct it intends to measure.According to the outcome displayed in Table 3, the Average Variance Extracted (AVE) of each of the nine variables surpassed the suggested threshold of 0.50, as suggested by (Barclay et al., 1995).Particularly, the AVE for each of the nine variables ranged from 0.598 to 0.787, indicating a significant association among the scale items.is demonstrates the validity of the tool of study and allows statistical analysis to be conducted by researchers based on the test results.

Table 3
Reliability and Validity, and Descriptive Analysis of Construct

The Convergent and Discriminant Validity Validation
Table 4 indicates that the correlation coefficients of each construct are lower than the square roots of (AVE), indicating that the latent construct has greater item loadings compared to other constructs.Hence, the validity discriminant of the research model is acceptable, and the data it produces is used appropriately.Furthermore, this indicates that there are no issues with discriminant validity.

Testing hypotheses
e study utilized Path Analysis, which is a structural equation method, to check the proposed model.According to (Hair et al., 2014), this method can effectively analyze complex causal models and is considered a covariance-based structural equation modeling technique.When testing a model using a structural equation, four key values must be determined: the P-value, path coefficients (β), the effect size (f2) as described by (Neill, 2008), and variation in the consumer intention for digital wallets usage variable (R2) based on digital wallet characteristics, as clarified by (Hair et al., 2010;Henseler et al., 2015).Table 5 presents the cutoff points for these tests.
Based on the aforementioned hypotheses, the outcome of the structural equation analysis shows that social influence has an insignificant positive impact on the perceived usefulness of digital wallets.e path coefficients (β) are found to be -0.045, the t-value is -0.883, and the P-value is higher than 0.05 (P < 0.05) with a significance value of 0.378.erefore, the (H1) is refused.e analysis of the H2 indicates that promotional benefits have a noteworthy and positive impact on the perceived usefulness of digital wallets.e hypothesis is validated by the Path Coefficients (β) = 0.231, T-value = 4.296, and P < 0.05, with a value of = 0.000.Despite being considered small based on the value (f2 = 0.058) the (H2) is accepted.is effect implies that raising promotional benefits leads to a raising in the perceived usefulness of digital wallets.Regarding the third hypothesis (H3), the findings suggest that governmental support does not significantly influence the perceived usefulness of digital wallets. is implies that (H3) has been disproved, as indicated by the path coefficients (β) of 0.080, a t-value of 1.609, and a p-value of more than 0.05, which equals 0.108.
e PLS analysis results indicate that perceived value significantly positively impacts digital wallets' perceived usefulness, thereby confirming (H4). is influence is considered moderate and its value (f2 = 0.204), with path coefficients (β) of 0.467, t-value of 7.991, and P-value lower than 0.05 (P < 0.05; = 0.000).erefore, a rise in perceived value leads to an enhancement in the digital wallets' perceived usefulness.e combined influence of the two features -Promotional benefits and Perceived value -on the variance in the perceived usefulness of digital wallets was moderate, as represented by R2=0.395.e value can be trusted when predicting and interpreting the digital wallets' perceived usefulness.(Hair et al., 2010;Henseler et al., 2015) Moreover, the influence of perceived value on perceived ease of digital wallet usage is considerable and positive (with Path Coefficients (β) = 0.706; T-value = 19.769;P < 0.05; = 0.000).is influence is substantial (f2 = 0.999), confirming the hypothesis (H5).Essentially, this means that when perceived value increases, so does the perceived ease of digital wallet use.e explained variance in perceived ease of digital wallet use due to perceived value was moderate (R2=0.500),making it a reliable factor for predicting and interpreting the perceived ease of digital wallet usage.
Hypothesis H6 suggests that perceived usefulness significantly and positively impacts the digital wallets' intention and use, H6 is acceptable. is influence is considered as small based on the value (f2 = 0.150), with path coefficients (β) of 0.298, a T-value of 5.877, and a P-value of less than 0.05, hypothesis (H6) is accepted indicating that a rise in perceived usefulness led to a rise in the digital wallet's intention and use.Similarly, H7 is also accepted, indicating that perceived ease of use significantly and positively influences the intention toward the use of digital wallets. is influence is considered moderate with a value (f2 = 0.332), with path coefficients (β) of 0.478, a T-value of 9.140, and a P-value of less than 0.05, meaning that a rise in perceived ease of use results in a rise in the digital wallets intention to use.Hypothesis (H7) is accepted.
However, H8 is refused as personal innovativeness insignificantly influences attitudes towards digital wallet usage (Path Coefficients (β) = 0.061; T-value = 1.071;P < 0.05; = 0.285).Conversely, H9 is supported as the findings indicate that perceived COVID-19 risk has a significant and positive effect on the intention to use digital wallets (Path Coefficients (β) = 0.149; Tvalue = 3.574; P < 0.05; = 0.000), with a minor impact size (f2 = 0.052).is means that a rise in perceived COVID-19 risk leads to a corresponding rise in the digital wallet's intention to use.e explained variance in intention toward digital wallet use, which is represented by perceived ease of use, perceived COVID-19 risk, and perceived usefulness is strong (R2=0.651).
is value is reliable for predicting and interpreting intention toward the use of digital wallets.

Discussion
e research aims to define the main dimensions that affect how customers in Jordan perceive the e-wallet's usefulness and ease of use, and how this influences their intention to use e-wallet.e current research model has used the TAM Model, but included additional factors such as promotional benefits, government support, perceived value, personal innovativeness, social influence, and perceived COVID-19 risk.Results revealed that the suggested model was valid for certain variables including perceived usefulness, promotional benefits, perceived risk, perceived value, and perceived ease of use.However, the impact of other dimensions like social influence, government support, and personal innovativeness on users' behavioral intention to e-wallet use was insignificant, thus these hypotheses are rejected.
Social Influence: e outcomes of the study suggest that social influence does not have a favorable effect on the perceived usefulness of digital wallets, thereby hypothesis H1 is refused.is contradicts the numerous prior studies that showed a positive correlation between social influence and the perceived usefulness of digital wallets, such as those (Calisir et al., 2013;Ramazani et al., 2013;Singh et al., 2017;akur, 2016;Zhao et al., 2018).e outcomes of this research proposed that Jordanian users are not influenced by the attitudes and opinions of their friends, family, and colleagues when it comes to trying and using digital wallets.It should be noted that most of the participants in the study had a higher education level, with over 90% having a bachelor's degree or higher which may explain why the participants were able to independently their intention to use digital wallets without being influenced by their relatives.
Promotional benefits: On the contrary, the study's outcomes demonstrate a noteworthy affirmative relationship between promotional benefits and PU of digital wallets.As an outcome, hypothesis H2 is validated, supporting the results of earlier research included in the literature review (Bagla & Sancheti, 2018;Fikri & Lisdayanti, 2020;Madan & Yadav, 2016;Singh et al., 2020).
Governmental Support: e results reveal that government support does not affect individuals' perceived of digital wallets usefulness.erefore, it rejects hypothesis H3, which contradicts the outcomes of prior research studies as identified in the literature review performed by (Aji et al., 2020;Bashir & Madhavaiah, 2014;Dawi, 2019;Mandari et al., 2017;Rambocas & Arjoon, 2012).According to the findings, Jordanian consumers of digital wallets do not perceive the government's support for digital monetary transactions, and hence, it is not impacting their decisions to utilize such services.

Perceived Values:
According to the research results, the perceived value of digital wallets has a notable and favorable effect on the perceived ease of use and perceived usefulness of digital wallets, thereby supporting hypotheses H4 and H5.ese findings corroborate prior studies conducted by (Murillo-Zegarra et al., 2020;Mutahar et al., 2018;Suryadi et al., 2018).
Perceived Ease of Use: Study outcomes show that perceived ease of use positively and directly impacts the desire to continue mobile wallet usage. is finding validates the theory that perceived ease of use is a crucial determinant of the adoption and continued usage of mobile wallets by consumers.Previous studies by (Al-Amri et al., 2018;Campbell & Singh, 2017;Chakraborty & Mitra, 2018;Chatterjee & Bolar, 2019;Eappen, 2019;Isrososiawan et al., 2019;Kafsh, 2015;Karim et al., 2020;Reddy & Rao, 2019;Shaw, 2015;Singh et al., 2020) have all concluded that perceived ease of use is key dimension that impact the user intention to use and adopt mobile wallets. is finding, however, contradicts a prior study carried out (Garrouch, 2021).
Perceived Usefulness: e outcome suggested that H6 has been accepted, which confirms that perceived usefulness has a significant and positive impact on the intention of digital wallet usage.ese findings align with previous research cited in the literature review (Aboelmaged & Gebba, 2013;Al-Khasawneh et al., 2018;Chong et al., 2010;Deb & Lomo-David, 2014;Krishanan et al., 2016;Mohammadi, 2015;Teo et al., 2008). is implies that if Jordanian citizens perceive the systems of mobile payment as useful, they have more chance to increase their usage of such systems.erefore, individuals who consider mobile payment systems to be highly useful show strong approval for their usage.e opinions of Jordanian citizens regarding the advantages and utility of mobile payment systems greatly influence their decision to use them.
Personal Innovativeness: e article outcomes show that personal innovativeness does not have a significant influence on shaping the intention to digital wallet use.As an outcome, hypothesis H8 is rejected.e results are inconsistent with the previous research results carried out by (Cao et al., 2019;Gbongli et al., 2019;F.-W. Lim et al., 2020).Jordanians' lack of skills and confidence in adopting digital wallet services may be attributed to insufficient exposure.erefore, educating citizens on how to use digital wallet services crucial to integrating technology into people's daily lives.
Perceived Risks: e findings indicate that individuals' perceived risk associated with COVID-19 has a noteworthy and affirmative impact on their inclination to utilize digital wallets, thereby supporting hypothesis H9. ese results are consistent with prior research performed by (Aji et al., 2020;Lai, 2018;Mitchell, 1999), which suggests that consumers' e-wallet adoption is impacted by their perceived level of risk. is finding suggests that customers who perceive digital wallets as essential and valuable in reducing physical touch with money are more likely to prioritize health concerns and be positively inclined toward using them as a payment platform.

Conclusion
is paper has aimed to investigate how users in Jordan accept and adopt e-wallet services.e TAM model is utilized in this article to define the dimensions that impact consumers' attitudes and intentions toward digital wallet services.e outcome indicates that perceived value and promotional benefits significantly and positively impact digital wallets' perceived usefulness.Additionally, the findings demonstrate that intention to use digital wallets, perceived COVID-19 risk, perceived usefulness, and perceived ease of use have a positive and significant correlation.However, the other variables tested were found to be insignificant and were rejected.

Limitations and Future Research
is paper only studied several factors that influence the intention and acceptance of e-wallets, namely, social influence, promotional benefits, government support, perceived value, personal innovativeness, and perceived COVID-19 risks.ese limitations suggest several areas for future research.Firstly, studies could explore additional aspects of digital wallet acceptance beyond those examined in this research, such as the perceived compatibility of e-wallets.Secondly, future research could delve into the security and technology infrastructure, attributes, and functions of digital wallets.irdly, demographic variables like age and gender classification could be investigated for their moderating effect.Moreover, comparing mobile wallets with other used methods like VISA, credit cards, and MasterCard would be useful.It is worth noting that TAM has undergone recent conceptual expansions that have not been explored in this research, which means that more empirical research on digital wallets would lead to better predictions of consumer behavior.us, further research in this field is necessary.

Managerial Implications
e present paper proposes various implications that can apply to various industries in Jordan.Our research indicates that Jordanians are prepared to accept digital wallet technology, and certain drivers like perceived value, promotional benefits, and perceived ease of use are keys to adopting modern payment systems.
To enhance the digital wallet services adoption in Jordan, the organization has to promote how digital wallets are easy, comfortable, and convenient. is can be done by advertisements and demonstrating how to use digital wallets in shopping centers and malls.Advertisements display how using digital wallets for payments is simple and easy without bothering about the risk of transactions and other issues like counting of currency notes, accuracy, and money exchanges.Furthermore, they show how digital wallet services reduce transaction time and increases productivity.Moreover, ad campaigns should include directives for both e-wallet non-users and users on how to use e-wallet for shopping, bill payment, and booking of tickets.
To encourage digital wallet users and promote its use, digital wallet organizations support their services with kiosks and call centers in showrooms and malls to provide a deep understanding of the ease of use and usefulness of such digital payment systems.Moreover, organizations may present discounts and rewards for digital wallet installation.

Table 1
Sample Demographics

Table 4
Discriminant Validity Matrix