What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”

Arpan Kumar Kar ()
Additional contact information
Arpan Kumar Kar: Indian Institute of Technology Delhi Hauz Khas

Information Systems Frontiers, No 0, 21 pages

Abstract: Abstract Mobile payment services have become increasingly important in daily lives in India due to multiple planned and unplanned events. The objective of this study is to identify the determinants of usage satisfaction of mobile payments which could enhance service adoption. The “Digital Service Usage Satisfaction Model” has been proposed and validated by combining technology adoption and service science literature. First the data was extracted from Twitter based on hashtags and keywords. Then using sentiment mining and topic modelling the large volumes of text were analysed. Then network science was also used for identifying clusters among associated topics. Then, using content analysis methodology, a theoretical model was developed based on literature. Finally using multiple regression analysis, we validated the proposed model. The study establishes that cost, usefulness, trust, social influence, credibility, information privacy and responsiveness factors are more important to increase the usage satisfaction of mobile payments services. Also methodologically, this is an endeavour to validate a new approach which uses social media data for developing a inferential theoretical model.

Keywords: Mobile payments, Digital Service Use; Service Quality, Usage satisfaction, Social Media Analytics, Big data analytics (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s10796-020-10045-0 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:infosf:v::y::i::d:10.1007_s10796-020-10045-0

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10796

DOI: 10.1007/s10796-020-10045-0

Access Statistics for this article

Information Systems Frontiers is currently edited by Ram Ramesh and Raghav Rao

More articles in Information Systems Frontiers from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().