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

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  • Ajimon George

    (Marian College Kuttikkanam (Autonomous))

  • Prajod Sunny

    (Kuriakose Elias College Mannanam)

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.

Suggested Citation

  • Ajimon George & Prajod Sunny, 2023. "Why do people continue using mobile wallets? An empirical analysis amid COVID-19 pandemic," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 807-821, December.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:4:d:10.1057_s41264-022-00174-9
    DOI: 10.1057/s41264-022-00174-9
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    References listed on IDEAS

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    Cited by:

    1. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Decoding the conundrum: exploring complex interlinkages between mobile wallet adoption inhibitors among unorganised retailers," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1487-1502, December.
    2. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Exploring the symmetric and asymmetric effects of mobile wallet service experience on brand loyalty in India: evidence from SEM and fsQCA," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1524-1541, December.
    3. Pushpkiran Singh & Tejas Dave & Ashish B. Joshi, 2024. "Moderating role of Digital Consumer Protection in Impacting the Intention to Use Digital Financial Services," International Review of Management and Marketing, Econjournals, vol. 14(5), pages 222-234, September.

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