Determinants of mobile wallet usage among Gen Z: Extending the UTAUT2 model with moderating effects of personal innovativeness and gender

Abstract

This study investigates Generation Z's behavioral intentions toward mobile wallet (m-wallet) usage in Jordan by extending UTAUT2 with personal innovativeness in a dual role—as both a direct predictor and moderator—alongside gender as an additional moderator. Data were collected from 389 Gen Z users across Jordan using an online survey and analyzed using partial least squares structural equation modelling (PLS-SEM). Results indicate that performance expectancy, effort expectancy, social influence, facilitating conditions, habit, and personal innovativeness significantly influence behavioral intentions, while hedonic motivation shows no significant effect. Personal innovativeness demonstrated significant moderating effects on the relationship between the three determinants (performance expectancy, facilitating conditions, and hedonic motivation) and behavioral intention. Notably, gender showed no significant moderating effects, suggesting diminishing gender disparities in m-wallet use among Gen Z users. The extended model explains 75.1 % of behavioral intentions variance. This study advances understanding of m-wallet usage by: (1) focusing explicitly on Gen Z users, a demographic not previously studied in Jordan's m-wallet context; (2) examining usage patterns across all regions of Jordan and multiple m-wallet platforms, extending beyond previous studies limited to specific cities or platforms; and (3) revealing the dual role of personal innovativeness in shaping behavioral intentions. These findings provide valuable insights for m-wallet providers and policymakers in developing strategies to enhance usage among young consumers in developing countries.