TITLE:
A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India
AUTHORS:
Susmi Routray, Reema Khurana, Ruchi Payal, Rakesh Gupta
KEYWORDS:
Demonetization, Mobile Wallets, Continuous Intention of Use
JOURNAL NAME:
Theoretical Economics Letters,
Vol.9 No.4,
April
29,
2019
ABSTRACT: Purpose: India is trying to
move from cash-dominant economy to cashless economy using digital technologies
namely mobile wallets and digital money. A large number of companies have
launched their mobile wallet services and people have also rapidly adopted of
mobile wallets. However, there is lot of user switching among mobile wallets of
different service providers. In such a scenario, it becomes imperative for the
mobile wallet service providers to understand the quality factors that support
continuous intention of use of mobile wallets by the customers. Very few
researchers have focused on the quality aspects as antecedents of the mobile
wallets usage like information quality, system quality and service quality.
This research study aims to fill this gap by analyzing a research model
integrating the two concepts of technology acceptance and quality. Research
Methodology: Data were collected from mobile
wallet users in India. Structural Equation modelling was used to analyze the
data. Findings: The study found that information quality of the mobile
wallets significantly impacts perceived usefulness however a significant impact
of system quality and service quality on perceived usefulness was not found.
The study found that system quality and service quality of the mobile wallets
significantly impacts perceived security. Perceived usefulness and perceived
security were found to have significant impact on continuous intention to use
among the mobile wallet users. Originality: This study will provide
insights to the technology developers, managers and mobile payment service
providers to focus on the quality aspects of the technology along with the
value proposition. This is one of the few research studies to study the quality
aspects of the mobile wallets as a technology.