E-wallet and Women in India Drivers of Post-Adoption Intention and the Divide Across Age
Main Article Content
Keywords
E –wallet usage, Continuous Adoption Intention, User Satisfaction, Confirmation, Perceived Security, Perceived Usefulness, Trust, , Digital divide
Abstract
The post-pandemic era witnessed an upsurge in digital wallet usage. The purpose of this cross-sectional study is to empirically examine the factors influencing the post-adoption intention of e-wallet users among Indian women and the digital divide across age groups. Validated questionnaires were used to collect data from female respondents across India. Path analysis using structural equation modelling was used to examine the driver of continuous intention for e-wallets, and the study demonstrates that user satisfaction and the perceived security and usefulness of e-wallets had a significant impact on post-adoption behaviour among women. Perceived confirmation, usefulness, and trust influence user satisfaction among women. However, contrary to expectations, the study found no significant difference in the continuous adoption behaviour of different age groups of urban women, indicating a lack of digital divide among urban women across age.
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References
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Kustono, A. S., Nanggala, A., & Mas’ud, I. (2020). Determinants of the Use of E-Wallet for Transaction Payment among College Students. Journal of Economics, Business, and Accountancy: Ventura, 23(1), 85–95. https://doi.org/10.14414/jebav.v23i1.2245
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Malhotra, N. K., & Dash, S. (2011). Marketing Research an Applied Orientation. London: Pearson Publishing
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Mun, Y. P., Khalid, H., & Nadarajah, D. (2017). Millennials’ Perception on Mobile Payment Services in Malaysia. Procedia Computer Science, 124, 397–404. https://doi.org/10.1016/j.procs.2017.12.170
Oliver, R. P. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
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Safari, A. (2012). Customers’ International Online Trust — Insights from Focus Group Interviews. Journal of Theoretical and Applied Electronic Commerce Research, 7(2), 59–72. https://doi.org/10.4067/s0718-18762012000200007
Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures. Methods of Psychological Research, 8(2), 23–74. https://psycnet.apa.org/record—/2003-08119-003
Seam, A., Reddy, R. S., Agrawal, S., Chaitanya, K., Bist, H., Safdar, S., Patil, P. R., & Rao, P. (2017). Factors Affecting Consumer’s Choice To Use Mobile Wallets To Access M-Commerce Industry In India. International Journal on Customer Relations, 5(1), 14–21. https://www.researchgate.net/publication/315619951_FACTORS_AFFECTING_CONSUMER%27S_CHOICE_TO_USE_MOBILE_WALLET_TO_ACCESS_M-COMMERCE_INDUSTRY_IN_INDIA
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Shang, D., & Wu, W. (2017). Understanding mobile shopping consumers’ continuance intention. Industrial Management and Data Systems, 117(1), 213–227. https://doi.org/10.1108/imds-02-2016-0052
Sheth, J. N. (2021). New areas of research in marketing strategy, consumer behavior, and marketing analytics: the future is bright. The Journal of Marketing Theory and Practice, 29(1), 3–12. https://doi.org/10.1080/10696679.2020.1860679
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services. Industrial Management and Data Systems, 116(3), 508–525. https://doi.org/10.1108/imds-05-2015-0195
Thakur, R., & Srivastava, M. (2014). Adoption readiness, personal innovativeness, perceived risk and usage intention across customer groups for mobile payment services in India. Internet Research, 24(3), 369–392. https://doi.org/10.1108/intr-12-2012-0244
The Economic Times. (2023, March 9). India’s digital payments market will more than triple to $10 trillion by 2026: Report. The Economic Times. https://economictimes.indiatimes.com/news/economy/finance/indias-digital-payments-market-will-more-than-triple-to-10-trillion-by-2026-report/articleshow/98522718.cms?from=mdr
Tzeng, S., Ertz, M., Jo, M., & Sarigöllü, E. (2021). Factors affecting customer satisfaction on online shopping holiday. Marketing Intelligence & Planning, 39(4), 516–532. https://doi.org/10.1108/mip-08-2020-0346
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Xavier, P. S., & Zakkariya, K. A. (2021). Factors Predicting Consumers’ Continuance Intention to Use Mobile Wallets: Evidence from Kerala, India. Colombo Business Journal, 12(1), 114–144. https://doi.org/10.4038/cbj.v12i1.73
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Amoroso, D. L., & Magnier-Watanabe, R. (2012). Building a Research Model for Mobile Wallet Consumer Adoption: The Case of Mobile Suica in Japan. Journal of Theoretical and Applied Electronic Commerce Research, 7(1), 94–110. https://doi.org/10.4067/s0718-18762012000100008
Bauman, A., & Bachmann, R. (2017). Online Consumer Trust: Trends in Research. Journal of Technology Management & Innovation, 12(2), 68–79. https://doi.org/10.4067/s0718-27242017000200008
Bentler, P. M., & Dudgeon, P. (1996). Covariance Structure Analysis: Statistical Practice, Theory, and Directions. Annual Review of Psychology, 47(1), 563–592. https://doi.org/10.1146/annurev.psych.47.1.563
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. Management Information Systems Quarterly, 25(3), 351. https://doi.org/10.2307/3250921
Bhattacherjee, A. (2011). Information Technology Continuance Research: Current State and Future Directions. Asia Pacific Journal of Information Systems, 21(3), 1–18. https://www.semanticscholar.org/paper/Information-Technology-Continuance-Research-%3A-State-Bhattacherjee-Barfar/8771ecde16059ed71fb2f5e20762bfff24120b87
Bose, G., Jain, T., & Walker, S. R. (2022). Women’s labor force participation and household technology adoption. European Economic Review, 147(C), 104181. https://doi.org/10.1016/j.euroecorev.2022.104181
Cao, T. V., Dang, P., & Nguyen, H. D. (2016). Predicting Consumer Intention to Use Mobile Payment Services: Empirical Evidence from Vietnam. International Journal of Marketing Studies, 8(1), 117. https://doi.org/10.5539/ijms.v8n1p117
Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/ijbm-09-2018-0256
Daragmeh, A., Sági, J., & Zéman, Z. (2021). Continuous Intention to Use E-Wallet in the Context of the COVID-19 Pandemic: Integrating the Health Belief Model (HBM) and Technology Continuous Theory (TCT). Journal of Open Innovation: Technology, Market and Complexity, 7(2), 132. https://doi.org/10.3390/joitmc7020132
Daragmeh, A., Saleem, A., Bárczi, J., & Sági, J. (2022). Drivers of post-adoption of e-wallet among academics in Palestine: An extension of the expectation confirmation model. Frontiers in Psychology, 13, 984931. https://doi.org/10.3389/fpsyg.2022.984931
Dastan, I., & Gürler, C. (2016). Factors Affecting the Adoption of Mobile Payment Systems: An Empirical Analysis. Emerging Markets Journal, 6(1), 17–24. https://doi.org/10.5195/emaj.2016.95
Dhingra, M., Sachdeva, K., & Machan, C. (2020). Factors Impacting the Usage of E-Wallets in National Capital Region. Turkish Journal of Mathematics Education, 11(2), 675–686. https://turcomat.org/index.php/turkbilmat/article/view/9761
Duarte, P., Silva, S. C. E., & Ferreira, M. A. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161–169. https://doi.org/10.1016/j.jretconser.2018.06.007
Esawe, A. T. (2022). Understanding mobile e-wallet consumers’ intentions and user behavior. Spanish Journal of Marketing - ESIC, 26(3), 363–384. https://doi.org/10.1108/sjme-05-2022-0105
Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033. https://doi.org/10.1108/jeim-10-2018-0237
Gao, L., Waechter, K. A., & Bai, X. (2015). Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study – A case of China. Computers in Human Behavior, 53, 249–262. https://doi.org/10.1016/j.chb.2015.07.014
Gilani, M. S., Iranmanesh, M., Nikbin, D., & Zailani, S. (2017). EMR continuance usage intention of healthcare professionals. Informatics for Health & Social Care, 42(2), 153–165. https://doi.org/10.3109/17538157.2016.1160245
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010) Multivariate Data Analysis: A Global Perspective. 7th Edition, Pearson Education, Upper Saddle River.
Hajazi, M. Z., Chan, H. S., Ya’kob, S. A., Siali, F., & Latip, H. B. A. (2021). Usage Intention of Qr Mobile Payment System Among Millennials in Malaysia. International Journal of Academic Research in Business & Social Sciences, 11(1). https://doi.org/10.6007/ijarbss/v11-i1/8494
Hsu, C., Chen, M., Chang, K., & Chao, C. M. (2010). Applying loss aversion to investigate service quality in logistics. International Journal of Operations & Production Management, 30(5), 508–525. https://doi.org/10.1108/01443571011039605
HT News Desk. (2023, January 20). Davos 2023. https://www.hindustantimes.com/
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
Iranmanesh, M., Zailani, S., & Nikbin, D. (2017). RFID Continuance Usage Intention in Health Care Industry. Quality Management in Health Care, 26(2), 116–123. https://doi.org/10.1097/qmh.0000000000000134
Khalifa, M., & Shen, K. N. (2008). Explaining the adoption of transactional B2C mobile commerce. Journal of Enterprise Information Management, 21(2), 110–124. https://doi.org/10.1108/17410390810851372
Kumar, A., Adlakaha, A., & Mukherjee, K. (2018). The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country. International Journal of Bank Marketing, 36(7), 1170–1189. https://doi.org/10.1108/ijbm-04-2017-0077
Kustono, A. S., Nanggala, A., & Mas’ud, I. (2020). Determinants of the Use of E-Wallet for Transaction Payment among College Students. Journal of Economics, Business, and Accountancy: Ventura, 23(1), 85–95. https://doi.org/10.14414/jebav.v23i1.2245
Leong, C., Tan, K., Puah, C., & Chong, S. H. (2020). Predicting mobile network operators users m-payment intention. European Business Review, 33(1). https://doi.org/10.1108/ebr-10-2019-0263
Malhotra, N. K., & Dash, S. (2011). Marketing Research an Applied Orientation. London: Pearson Publishing
Manrai, R., Yadav, P. D., & Goel, U. (2022). Factors affecting adoption of digital payments by urban women: understanding the moderating role of perceived financial risk. Technology Analysis & Strategic Management, 1–13. https://doi.org/10.1080/09537325.2022.2139237
Marsh, H. W., Hau, K.-T., & Grayson, D. (2005). Goodness of Fit in Structural Equation Models. In A. Maydeu-Olivares & J. J. McArdle (Eds.), Contemporary psychometrics: A festschrift for Roderick P. McDonald (pp. 275–340). Lawrence Erlbaum Associates Publishers.
Mun, Y. P., Khalid, H., & Nadarajah, D. (2017). Millennials’ Perception on Mobile Payment Services in Malaysia. Procedia Computer Science, 124, 397–404. https://doi.org/10.1016/j.procs.2017.12.170
Oliver, R. P. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Rahi, S., Khan, M. M., & Alghizzawi, M. (2020). Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention. International Journal of Quality & Reliability Management, 38(4), 986–1004. https://doi.org/10.1108/ijqrm-03-2020-0074
Rotter, J. B. (1980). Interpersonal trust, trustworthiness, and gullibility. American Psychologist, 35(1), 1–7. https://doi.org/10.1037/0003-066x.35.1.1
Safari, A. (2012). Customers’ International Online Trust — Insights from Focus Group Interviews. Journal of Theoretical and Applied Electronic Commerce Research, 7(2), 59–72. https://doi.org/10.4067/s0718-18762012000200007
Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures. Methods of Psychological Research, 8(2), 23–74. https://psycnet.apa.org/record—/2003-08119-003
Seam, A., Reddy, R. S., Agrawal, S., Chaitanya, K., Bist, H., Safdar, S., Patil, P. R., & Rao, P. (2017). Factors Affecting Consumer’s Choice To Use Mobile Wallets To Access M-Commerce Industry In India. International Journal on Customer Relations, 5(1), 14–21. https://www.researchgate.net/publication/315619951_FACTORS_AFFECTING_CONSUMER%27S_CHOICE_TO_USE_MOBILE_WALLET_TO_ACCESS_M-COMMERCE_INDUSTRY_IN_INDIA
Sevim, N., & Hall, E. E. (2014). Consumer Trust Impact on Online Shopping Intent. Internet Uygulamalari Ve Yönetimi, 5(2), 19–28. https://doi.org/10.5505/iuyd.2014.41636
Shang, D., & Wu, W. (2017). Understanding mobile shopping consumers’ continuance intention. Industrial Management and Data Systems, 117(1), 213–227. https://doi.org/10.1108/imds-02-2016-0052
Sheth, J. N. (2021). New areas of research in marketing strategy, consumer behavior, and marketing analytics: the future is bright. The Journal of Marketing Theory and Practice, 29(1), 3–12. https://doi.org/10.1080/10696679.2020.1860679
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services. Industrial Management and Data Systems, 116(3), 508–525. https://doi.org/10.1108/imds-05-2015-0195
Thakur, R., & Srivastava, M. (2014). Adoption readiness, personal innovativeness, perceived risk and usage intention across customer groups for mobile payment services in India. Internet Research, 24(3), 369–392. https://doi.org/10.1108/intr-12-2012-0244
The Economic Times. (2023, March 9). India’s digital payments market will more than triple to $10 trillion by 2026: Report. The Economic Times. https://economictimes.indiatimes.com/news/economy/finance/indias-digital-payments-market-will-more-than-triple-to-10-trillion-by-2026-report/articleshow/98522718.cms?from=mdr
Tzeng, S., Ertz, M., Jo, M., & Sarigöllü, E. (2021). Factors affecting customer satisfaction on online shopping holiday. Marketing Intelligence & Planning, 39(4), 516–532. https://doi.org/10.1108/mip-08-2020-0346
World Bank Group. (2021). The Global Findex Database 2021. In The World Bank. https://www.worldbank.org/en/publication/globalfindex
Xavier, P. S., & Zakkariya, K. A. (2021). Factors Predicting Consumers’ Continuance Intention to Use Mobile Wallets: Evidence from Kerala, India. Colombo Business Journal, 12(1), 114–144. https://doi.org/10.4038/cbj.v12i1.73
“YouGov: Two-thirds of urban Indian women claim to use digital payment modes regularly”. (2021, March 3). YouGov. Retrieved December 10, 2022, from https://business.yougov.com/content/34465-two-thirds-urban-indian-women-claim-use-digital-pa
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Jun 28, 2023
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How to Cite
Chacko, P. S., Hycinth, F., & Ramanathan, H. N. (2023). E-wallet and Women in India: Drivers of Post-Adoption Intention and the Divide Across Age. Journal of Telecommunications and the Digital Economy, 11(2), 194–211. https://doi.org/10.18080/jtde.v11n2.701
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Special Issue: Women’s Participation in the Digital Economy and Digital Society
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Author Biographies
Pearly Saira Chacko, Toc H Institute of Science & Technology
Dr. Pearly Saira Chacko
Assistant Professor, Toc H Institute of Science & Technology, India
Frank Hycinth, Toc H Institute of Science & Technology
Frank Hycinth
Assistant Professor, Toc H Institute of Science & Technology, India
Hareesh N Ramanathan, Cochin University of Science and Technology, India
Dr. Hareesh N Ramanathan
Associate Professor, Cochin University of Science and Technology, India
