ABSTRACT
Purpose Mobile-based payment is increasing exponentially but in the developing country like India, consumers' perception is highly positive in daily cash transaction. The purpose of this research is to identify and examine the important challenges for mobile wallet (m-wallet) implementation in India. In the wake of COVID-19, one of the transmission mechanisms of this virus has been the coins and paper money passed between a buyer and a seller. As such m-wallet considered as a convenience of payment has become a necessity in light of the pandemic. Design/methodology/approach The authors explored 19 unique sets of challenges selected from the literature and collected data from 14 experts from private sector, multinational corporations and mixed private and public partnership who have significant knowledge and experience of mobile payment implementation and use in their respective organisations. Also, the authors have used Interpretive Structural Modelling (ISM) methodology in developing a hierarchal model for the identified challenges. The authors implemented Cross-Impact Matrix Multiplication Applied to Classification (MICMAC) analysis to classify the identified challenges. Findings The ISM-based framework is divided into nine different hierarchical levels. "Lack of strong regulatory compliance (Ch6)" has been recognised as the most important challenge, which inhibited the mobile wallet implementation, whereas "Perception of customers about the value of using mobile wallets (Ch11)" is the most dependent critical challenge. There are seven hierarchical layers in between the top and the bottom level with the varied number of challenges based on their driving and dependence power. Originality/value This is the first research to the best of our knowledge that has not only comprehensively reviewed the m-wallet literature but also employed a unique ISM-MICMAC-based approach to develop a framework of challenges for the m-wallet implementation.
ABSTRACT
People all over the world were under severe stress and were concerned about their health after a devastating pandemic struck the world in the form of a novel coronavirus disease (COVID-19) in late December 2019. Many nations imposed strict lockdowns and quarantines, causing citizens to maintain social isolation, throwing many companies to a halt. Thousands of people took to Twitter during these challenging circumstances to express their feelings about being caught in the middle of a storm. Twitter witnessed an outpouring of emotions ranging from fear, anger, and sadness associated with the spread of a novel virus that has no known cure, to voices of support and trust for nations’ official response to the pandemic. In studying the emotional response (anger, fear, and sadness) on Twitter about the COVID-19 crisis, we thus see a tale of two crises unfold—choosing health or economy. We capture collective emotions on social media and investigate the patterns and impact of these negative emotions during various stages of the disease outbreak. It also provides crucial insights to health officials and government agencies on communicating crisis information to the public via social media.