2022, Vol. 5, Issue 1

author(s)
Arpit Shailesh

abstract
The unprecedented growth of mobile wallets has reshaped the facets of digital payment ecosystems; however, sustained satisfaction among customers remains a serious challenge for service providers. Based on this understanding, the present study makes an empirical investigation into the determinants of user satisfaction in using mobile wallets by integrating constructs from the Technology Acceptance Model, Expectation-Confirmation Theory and SERVQUAL. This is a quantitative research design with a cross-sectional approach in which data were collected through a self-administered online survey from 258 active users of mobile wallets. The measurement model was validated through confirmatory factor analysis, assessment of reliability and tests for convergent and discriminant validity. Results have revealed that transaction speed is the strongest predictor of user satisfaction, followed by trust in provider, customer support experience and reward and incentive programs. The perceived ease of use is weaker and positive, indicating that although usability contributes to satisfaction, performance and service-quality attributes turn out to be more decisive in shaping user perceptions. The integration of TAM, ECT and SERVQUAL offers an inclusive post-adoption framework that stresses the combined influence of cognitive, affective and service-related factors. From a managerial perspective, the findings encourage developers of fintech and policymakers to enhance transaction efficiency, strengthen the mechanisms for data security and building trust, improve responsiveness to customer support and design incentive systems in a more engaging way. These will contribute to increased confidence in users, reinforce perceived value and foster loyalty in the long term. This study concludes by underlining some limitations concerning sampling, geographic scope and moderate KMO values and by giving a direction for future studies through cross-country and longitudinal validation.