Impact of COVID-19 Pandemic on Customer Attitude toward E-wallet Payments

To assess the impact of the COVID-19 pandemic on electronic payments in Bulgaria, an online survey was conducted from November 21 to December 6, 2022, using Google Forms based questionnaire. The survey link was distributed through email and social media to partners’ organizations, resulting in 257 complete responses during the study period. Business intelligence methods were applied to visualize and analyze the collected dataset. The pandemic has increased the popularity of e-wallet payments due to government measures aimed at reducing physical contact. The majority of respondents (65%) have preferred online payments as a payment method. The participants have evaluated their e-wallet experience based on criteria such as perceived useful-ness, perceived ease of use, social influence, facilitating conditions, lifestyle compatibility, and perceived trust. Respondents' opinions indicate that customers residing in smaller settlements, with lower levels of education and income, face more frequent challenges when using online payments than those living in towns, with higher levels of education and income.