Determinants of Continuance Intention to Use Mobile Wallets Technology in the Post Pandemic Era: Moderating Role of Perceived Trust

The Covid-19 pandemic amplified the volume and importance of mobile payments using digital wallets and placed a basis for their continued adoption. The objective of the study is to formulate and test a comprehensive model by integration of the technology acceptance model (TAM) and expectation confirmation model (ECM) with the addition of three constructs, namely perceived trust, perceived risk, and subjective norm, to identify the determinants of continuance intention to use mobile wallets. Questionnaire-based survey method was used to gather the data from 550 users having experience using mobile wallets for more than six months. The data were analyzed using the partial least square-structural equation modeling to investigate relationships between variables and test the hypothesized model. The proposed model showed a 53.9% variance in satisfaction and a 36.2% of variance in continued usage intention. The construct “perceived usefulness” emerged as the strongest predictor, followed by perceived trust and confirmation. This study also examines the moderating role of perceived trust on the relationship between perceived risk and continued intention to use mobile wallets. This study helps service providers and policymakers in improving mobile wallet services related to their execution and deployment.