A Study of Satisfaction and Loyalty for Continuance Intention of Mobile Wallet in India

Donald Amoroso, Ricardo Lim, Jialiang Lei and Anupriya Saxena
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Donald Amoroso: Auburn University Montgomery, USA
Ricardo Lim: Nagoya University of Commerce and Business, Japan
Jialiang Lei: Bogun Innovation, Shanghai, China
Anupriya Saxena: Eficens Systems LLC, Atlanta, USA

International Journal of E-Adoption (IJEA), 2023, vol. 15, issue 1, 1-18

Abstract: How do satisfaction and loyalty drive Indian consumers' continued use of mobile financial applications? Do age, education, and income moderate these relationships? An analysis of 1,060 Indian participants revealed that consumer satisfaction and loyalty were correlated with continuance intention. Satisfaction seemed to be a more emotional factor for the continuance of mobile wallet use, while loyalty was more cognitive behavior. Income and education showed opposite and significant moderating effects on the main driving factors. In general, the research findings can provide a deeper understanding of the continued use of mobile financial applications.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jea000:v:15:y:2023:i:1:p:1-18

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