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

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Article

Abstract

Study Background: In today's digital age, smartphones have become essential to daily life, revolutionizing financial transactions. Traditional payment methods have evolved due to their limitations, giving rise to mobile technology-based solutions. In developing nations like India, where the government aims to promote a cashless economy to combat corruption and black money, the focus is on transparent online financial services. This study examines key factors influencing the adoption of mobile wallets, a form of online payment offered by various businesses through apps such as Google Pay, PhonePe, and Paytm.

Research Goals and Hypotheses: This research aims to analyze how various service quality aspects affect users' intention to continue using mobile/digital wallets in Karnataka, India. The study employs an empirical approach, utilizing both online and paper surveys in high-performing districts of Karnataka to investigate the relationship between service quality and continued usage of mobile wallet services.

Methodological Approach: The study develops and empirically tests a research framework based on the IS success model and expectation-confirmation theory, using data from mobile wallet users. Surveys were conducted via online Google Forms and paper questionnaires. Respondents were selected from three high-performing Karnataka districts using convenience sampling. Data from 350 participants were analyzed using PLS-SEM.

Results and Discoveries: The analysis reveals that perceived security, information quality, perceived value, and satisfaction positively and significantly predict users' intention to continue using mobile/digital wallets. However, system quality does not significantly impact this intention. These results can guide mobile wallet service providers and policymakers in identifying areas for improvement, enhancing service quality to boost customer satisfaction, and encouraging continued use of their services.

Citation to the base paper: Denish Badaik, Kavitha T. C., Lumen Shawn Lobo, Sagarika Kamath, Reena Verma, Rajesh Kamath (2023).Psychology of Mobile Wallet Continuous Usage in Karnataka State of India: Perception, Satisfaction and Other Service Quality Dimensions. Journal for ReAttach Therapy and Developmental Diversities, 6(5s), 952–966. Retrieved from https://jrtdd.com/index.php/journal/article/view/655

Year of Publication: 2023

Recommended Citation: Denish Badaik, Kavitha T. C., Lumen Shawn Lobo, Sagarika Kamath, Reena Verma, Rajesh Kamath (2023). Summary of Psychology of Mobile Wallet Continuous Usage in Karnataka State of India: Perception, Satisfaction and Other Service Quality Dimensions.

Publication Date

2023

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