The Psychology of Mobile Wallet Continuous Usage in Karnataka State of India: Perception, Satisfaction and Other Service Quality Dimensions.

Abstract

Background- This is the new digital era where smartphones have become an indispensable commodity in our everyday life. Financial transactions which once used to be carried out through traditional methods have significantly evolved over the years. Due to the inconveniences and shortcomings of these traditional methods, mobile technology-based business solutions have evolved. In developing countries including India where the government is keen on promoting a cashless economy to curb black money and corruption, invariably the focus rests on transparent online financial transaction facilities.The present study aims to investigate the significant predictors of the behavioural intention of Mobile wallet usage. Mobile/Digital-wallets are one such method of online payment provided by a number of businesses using mobile applications like Google pay, phone pay, Paytm, etc. The purpose of this paper is to investigate the impact of different service quality dimensions on the continuance intention of the users of Mobile/Digital-wallet in the state of Karnataka.

Purpose- The purpose of this paper is to investigate the impact of different service quality dimensions on the continuance intention of the users of Mobile/Digital-wallet in the state of Karnataka, India. The study has adopted an empirical research design to the online survey method and paper & pencil survey method to investigate the influence of service quality on continuance intention to use Mobile/Digital-wallet servicesin high-performing districts of Karnataka. Design/Methodology/Approach- Using information from Mobile/Digital-wallet users, a research framework based on the IS success model and the expectation- confirmation theory has been created and empirically tested. The survey was conducted by using online Google Forms and the questionnaire method.  A convenience sampling technique was used to select the respondents from the three high-performing districts of Karnataka. A total of 350 data was collected from respondents and analysed by using PLS-SEM.

Findings- The results indicate that perceived security, information quality, perceived value, and satisfaction are positive and significant predictors of continuance intention on Mobile/Digital-wallet usage, Whereas System quality does not have any significant effect on continuance intention to use Mobile/Digital-wallet services.

Practical implications -The findings of the research will help Mobile/Digital-wallet service providers and policymakers to address the shortcomings and improve or develop their service quality to the extent of customer satisfaction and boost customers ‘continuation goal.

The originality/value-The uniqueness of this research is that several researches have been conducted on Mobile/Digital-wallet adoption but very few studies have been conducted that focus on evaluating the quality of Mobile/Digital-wallet services which ultimately lead to satisfaction and continuance intention.