Why do people continue using mobile wallets? An empirical analysis amid COVID-19 pandemic

Ajimon George () and Prajod Sunny ()
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Ajimon George: Marian College Kuttikkanam (Autonomous)
Prajod Sunny: Kuriakose Elias College Mannanam

Journal of Financial Services Marketing, 2023, vol. 28, issue 4, No 13, 807-821

Abstract: Abstract This paper aims to formulate and test a comprehensive model by integrating the strengths of the TAM and IS success model and the addition of two constructs, namely promotional offers and situational influence, to explain the continued usage intention of mobile wallets. Using an online survey, data were gathered from 588 mobile wallet users who had prior experience using mobile wallets for more than six months. The data were examined using the partial least square-structural equation modelling to investigate relationships between variables and test the hypothesised model. The proposed model disclosed 62.6% of the variance in continued usage intention. The situational influence of COVID-19 emerged as the strongest predictor, followed by satisfaction. This study offers valuable insights to service providers and policymakers involved in executing and deploying mobile wallet services. For academicians, this research presents a comprehensive framework that investigates the continued usage of mobile wallets.

Keywords: Mobile wallets; Continuance intention; COVID-19; Technology acceptance model (TAM); Information systems success model (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (4)

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DOI: 10.1057/s41264-022-00174-9

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