A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India

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.