Effect of Perception and Satisfaction on Preference for Mobile Wallet

Abstract

This research article explores the effect of mobile wallet users’ perception and satisfaction on preference for mobile wallets. The paper further examines the mediating effect of satisfaction on preference of m-wallet. Primary data was collected through online survey from 506 mobile wallet users between August and October 2020. The study employed exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling (SEM). Nine factors were extracted after applying EFA and confirmed by CFA. It was found that preference of using m-wallet was directly and indirectly affected by perception. Satisfaction was found to have partial mediating effect between perception and preference. This is the first article that explored mediating effect of satisfaction for mobile wallet users in India. The study adds satisfaction as a variable in integrated unified theory of acceptance and use of technology model for mobile wallet users. Satisfaction is a partial mediating factor which increases the preference of using the m-wallet.