E-Wallet Payment Adoption by the Retail Sector in Tabaco City
DOI:
https://doi.org/10.5281/zenodo.20056807Keywords:
E-Wallet adoption, digital payments, QRPh, Tabaco City, socio technical frameworkAbstract
This dissertation investigated the adoption of e‑wallet payment systems among retailers in Tabaco City, Philippines, and developed a strategic framework to guide effective cashless payment adoption and long‑term digital transformation. Grounded in a socio‑technical adoption perspective, it identifies motivations for adoption, assesses effects on business performance, analyzes enabling and hindering factors, and formulates a strategic framework for effective cashless e‑wallet adoption and long‑term digital transformation initiatives. A qualitative, adopter‑focused design was employed through structured interviews with retail adopters, analyzed and triangulated with secondary sector reports. Thematic analysis revealed motivations centered on customer convenience, operational efficiency, and strategic competitiveness. Retailers reported faster transactions, improved reconciliation, and enhanced customer satisfaction, though benefits varied with internet reliability, POS integration, staff capability, and transaction costs. Success factors included infrastructure investment, interoperability, and staff training, while barriers involved connectivity instability, system errors, and low digital literacy. The study concluded that e‑wallet adoption is a multidimensional process requiring coordinated action among retailers, technology providers, and policymakers. The proposed framework emphasizes customer‑centric communication, technological reliability, managerial accountability, and inclusive infrastructure development—advancing regional retail competitiveness and contributing to national digital transformation.
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