Mobile wallets adoption: pre- and post-adoption dynamics of mobile wallets usage

Deepak Jaiswal · Vikrant Kaushal · Ashutosh Mohan · Park Thaichon

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Technology Adoption and User Behaviour Consumer Behavior and Marketing Influence Health, Technology, Consumer Behavior

Abstract

Purpose The main objectives of this study are (1) to identify the determinants of pre- and post-adoption dynamics of mobile wallets (m-wallets) usage; (2) to propose and test the linkage framework of pre-adoption and post-adoption dynamics to understand consumers' psyche of m-wallets usage and (3) to examine the moderation of select demographic variables in the path of consumers' continued usage of m-wallets. Design/methodology/approach The study considered a cross-sectional approach using a questionnaire survey method. The research model encapsulating pre- and post-adoption dynamics of the m-wallet was examined using a sample of 574 users. The analysis also comprised mediation, moderation and multi-group analysis (MGA). Findings The results identified key antecedents of confirmation, such as performance expectancy, effort expectancy, facilitating conditions and individual mobility. Findings also confirmed the partial mediation effects of satisfaction between confirmation and continuance intentions. Results also confirmed the moderating effects of age and education on the relationship between confirmation and satisfaction. Originality/value The key contribution of the study is in the form of research progression related to m-wallet usage to test the extended expectation-confirmation model (EECM) in the Indian context by linking the pre-adoption paradigm of extended (unified theory of acceptance and use of technology) UTAUT with individual mobility and post-adoption dynamics of the ECM. The considered framework study also draws support for the role of select demographic variables.

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References

2003User Acceptance of Information Technology: Toward A Unified View1 2012Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model1 2012An empirical examination of continuance intention of mobile payment services 2011Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context 2020Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal 2005Understanding Organization-Customer Links in Service Settings

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