Purpose The development of digital wallets for managing financial data and transactions represents a significant advancement in financial technology. Given the sensitive nature of this service, providers must cultivate user trust and enhance their overall experience. This study aims to investigate the factors driving the adoption of digital wallets among financial clientele in Pakistan. Design/methodology/approach Using a quantitative research approach, this study collected data via a structured questionnaire administered to digital wallet users in the banking sector. The sample consisted of 334 completed responses, exceeding the minimum target of 310. Data analysis was conducted using partial least squares structural equation modelling, which ensured rigorous hypothesis testing and evaluation of mediating effects, and provided robust validation of the study’s findings. Findings The study’s findings indicate that personal innovativeness, financial literacy and security significantly influence trust in digital wallets, whereas structural assurance does not have a significant direct effect on trust but significantly improves users’ flow experience. Trust, in turn, positively affects flow (user experience), intention to use and actual adoption of digital wallets. Practical implications The findings suggest that enhancing platform security, strengthening customer support and improving financial literacy can significantly increase user trust and adoption of digital wallets in Pakistan. These insights help digital wallet providers design strategies that address user skepticism and promote financial inclusion. Originality/value This study contributes by providing evidence from Pakistan’s financial sector, clarifying which antecedents build trust and which shape user experience, and offering a more comprehensive framework by incorporating personal innovativeness and financial literacy into digital wallet adoption in an emerging-market context.
Ishtiaq Ahmad Bajwa (Fri,) studied this question.