A Narrative Inquiry on The Perceptions of the Customers Regarding E-Wallet Utilization

The purpose of this study is to identify consumer concerns against the use of e-wallets in Zamboanga City businesses and develop the best solutions to these issues. Discover new insights to share and educate other consumers, businesses, and small businesses. The researcher sought to produce results that would help reduce customer ignorance when using e-wallets. The researcher chose phenomenology to analyze and understand complex issues, behaviors, and experiences by examining participants’ views, motivations, and meanings related to in-store transaction e-wallet activities. Overall, descriptive qualitative research helps explore complex social phenomena, provides rich and thorough data, and provides a deep understanding of people’s perspectives and experiences. Participants’ views on e-wallets reveal a variety of perspectives, balancing appreciation of their practicality with concerns about possible technical errors and security issues. Participants’ concerns about e-wallet fees represent an important part of the uptake of digital payments. To build trust and drive adoption, it is important to balance convenience and security, ensure internet reliability, and consider the impact of fees on large e-wallet purchases. Transparency, increased security, and user education are key to increasing the adoption of digital wallets. The findings on a balanced understanding of the use of e-wallets explore the factors that cause their resistance and identify the obstacles faced by e-wallets.