6,577
Views
3
CrossRef citations to date
0
Altmetric
Marketing

The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study

ORCID Icon, ORCID Icon, ORCID Icon, ORCID Icon & ORCID Icon
Article: 2229544 | Received 13 Apr 2023, Accepted 21 Jun 2023, Published online: 09 Jul 2023

References

  • Abdallah, N., Iqbal, H., Alkhazaleh, H., Ibrahim, A., Zeki, T., Habli, M., & Abdallah, O. (2020). Determinants of m-commerce adoption: An empirical study. Journal of Theoretical & Applied Information Technology, 98(9), 1–18.
  • Abu-Salim, T., Onyia, O. P., Harrison, T., & Lindsay, V. (2017). Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance. Journal of Financial Services Marketing, 22(4), 173–186. https://doi.org/10.1057/s41264-017-0035-4
  • Abushamleh, H., Al-Hiyari, N., & Qusef, A. (2021). The intention to use e-wallet during the COVID-19 pandemic in a developing country. In 2021, 12th International Conference on Information and Communication Systems (ICICS), 310–316. IEEE. https://doi.org/10.1109/ICICS52457.2021.9464554
  • Agarwal, S., & Chua, Y. H. (2020). Fintech and household finance: A review of the empirical literature. China Finance Review International, 10(4), 361–376. https://doi.org/10.1108/CFRI-03-2020-0024
  • Aji, H. M., & Adawiyah, W. R. (2021). How e-wallets encourage excessive spending behavior among young adult consumers? Journal of Asia Business Studies, 16(6), 868–884. https://doi.org/10.1108/JABS-01-2021-0025
  • Al-Gasawneh, J. A., Alzubi, K. N., Hasan, M., Joudeh, M. M. J., Ahmad, A. M., & Ngah, A. H. (2022). Impact of privacy on the marketing performance. Seybold, 17(12), 884–893. https://doi.org/10.5281/zenodo.7451025
  • Alkailani, M., & Nusairat, N. (2022). What motivates Jordanians to adopt mobile commerce? An empirical study of the most relevant factors. International Journal of Data & Network Science, 6(2), 487–496. https://doi.org/10.5267/j.ijdns.2021.12.005
  • Al-Okaily, M., Lutfi, A., Alsaad, A., Taamneh, A., & Alsyouf, A. (2020). The determinants of digital payment systems’ acceptance under cultural orientation differences: The case of uncertainty avoidance. Technology in Society, 63, 63. https://doi.org/10.1016/j.techsoc.2020.101367
  • Bagozzi, R. P., & Yi, Y. (2012). Specification, evaluation, and interpretation of structural equation model. Journal of the Academy of Marketing Science, 40(1), 8–34. https://doi.org/10.1007/s11747-011-0278-x
  • Beldad, A. D., & Hegner, S. M. (2017). Expanding the technology acceptance model with the inclusion of trust, social influence, and health valuation to determine the predictors of German users’ willingness to continue using a fitness app: A structural equation modeling approach. International Journal of Human-Computer Interaction, 34(9), 882–893. https://doi.org/10.1080/10447318.2017.1403220
  • Belsley, D. A., Kuh, E., & Welsch, R. E. (2005). Regression diagnostics: Identifying influential data and sources of collinearity. Wiley. https://doi.org/10.1002/0471725153
  • Boateng, S. L. (2019). Online relationship marketing and customer loyalty: A signaling theory perspective. International Journal of Bank Marketing, 37(1), 226–240. https://doi.org/10.1108/IJBM-01-2018-0009
  • Budur, T., & Poturak, M. (2021). Employee performance and customer loyalty: Mediation effect of customer satisfaction. Middle East Journal of Management, 8(5), 453–474. https://doi.org/10.1504/MEJM.2021.117510
  • Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management & Business Excellence, 20(4), 423–443. https://doi.org/10.1080/14783360902781923
  • Chen, F., Jiang, G., & Xiao, J. J. (2023). Mobile payment use and payment satisfaction: Mediation and moderation analyses. International Journal of Bank Marketing, 41(4), 727–748. https://doi.org/10.1108/IJBM-09-2022-0406
  • Chuah, S. H., Rauschnabel, P. A., Krey, N., Nguyen, B., Ramayah, T., & Lade, S. (2016). Wearable technologies: The role of usefulness and visibility in smartwatch adoption. Computers in Human Behavior, 65, 276–284. https://doi.org/10.1016/j.chb.2016.07.047
  • Conforto, R. (2019). WSX-European waste services exchange, an instrument to start the transition towards a circular economy. Procedia Environmental Science, Engineering and Management, 6(1), 61–71.
  • Dandis, A. O., Wright, L. T., Wallace-Williams, D. M., Mukattash, I., Eid, M. A., & Cai, H. (2021). Enhancing consumers’ self-reported loyalty intentions in Islamic banks: The relationship between service quality and the mediating role of customer satisfaction. Cogent Business & Management, 8(1), 1. https://doi.org/10.1080/23311975.2021.1892256
  • 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
  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982
  • Demir, A. (2019). A benchmarking of service quality in telecommunication services: A case study in Kurdistan region of Iraq. International Journal of Social Sciences & Educational Studies, 5(3), 216–231. https://doi.org/10.23918/ijsses.v5i3p216
  • Eresia-Eke, C. E., Jammine, C., & Locke, C. (2019). Towards customer satisfaction and loyalty: What cuts it in a hair salon? The Southern African Journal of Entrepreneurship and Small Business Management, 11(1), 1–7. https://doi.org/10.4102/sajesbm.v11i1.215
  • Ericsson. (2018). Wearable technology and the IoT. Retrieved from www.ericsson.com/en/trends-and-insights/consumerlab/consumer
  • Freihat, S., Homsi, D., & Hashem, T. (2020). Innovative marketing and its impact on customers’ value creation in orange Jordan telecom. Academic Journal of Interdisciplinary Studies, 9(5), 265–281. https://doi.org/10.36941/ajis-2020-0103
  • Gonu, E., Agyei, P. M., Richard, O. K., & Asare Larb, M. (2022). Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective. Cogent Business & Management, 10(1), 2163797. (2023). https://doi.org/10.1080/23311975.2022.2163797
  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
  • Grönroos, C. (2017). On value and value creation in service: A management perspective. Journal of Creating Value, 3(2), 125–141. https://doi.org/10.1177/2394964317727196
  • Haikal, E. K., Freihat, S. M., Homsi, D. M., Joudeh, J. M. M., & Hashem, T. N. (2020). The role of supply chain strategy and affiliate marketing in increasing the demand for e-commerce – social media POV. International Journal of Supply Chain Management, 9(1), 832–844.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate data analysis. Pearson Prentice Hall, Pearson Education.
  • Hammouri, Q. M., Abu-Shanab, E. A., & Nusairat, N. M. (2021). Attitudes toward implementing e-government in health insurance administration. International Journal of Electronic Government Research, 17(2), 1–18. https://doi.org/10.4018/IJEGR.2021040101
  • Haralayya, B. (2021). Customer satisfaction at M/S Sindol Bajaj Bidar. Iconic Research and Engineering Journals, 4(12), 157–169. https://doi.org/10.13140/RG.2.2.16421.22242
  • Hermawan, D. (2022). The effects of web quality, perceived benefits, security, and data privacy on behavioral intention and e-WOM of online travel agencies. International Journal of Data & Network Science, 6(3), 1005–1012. https://doi.org/10.5267/j.ijdns.2022.1.011
  • Hidayah, N. A., Kusumaningtyas, R. H., & Zalia, A. A. (2021, September). Analysis of the effect of service quality on loyalty behavior of DANA e-wallet users using the E-SQUAL extended model. Proceedings of the 2021 9th International Conference on Cyber and IT Service Management (CITSM), 22 – 23 September 2021, Bengkulu, Indonesia (pp. 1–4). IEEE.
  • Hijazi, R., Abu Daabes, A., & Al-Ajlouni, M. I. A. (2022). Mobile payment service quality: A new approach for continuance intention. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-05-2022-0151
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
  • Jamal, A., & Naser, K. (2003). Factors influencing customer satisfaction in the retail banking sector in Pakistan. International Journal of Commerce & Management, 13(2), 29–53. https://doi.org/10.1108/eb047465
  • Jordan News. (2022, October 17). E-wallet payments down 8.7%, CliQ up 9.2%. Retrieved from https://www.jordannews.jo/Section-109/News/E-wallet-payments-down-8-7-CliQ-up-9-2-23290
  • Joudeh, J. M., Al-Gasawneh, J. A., Joudeh, A. M., Aljabbri, M. A., & Khader, J. A. (2023). The impact of marketing mix of financial services on customer satisfaction and competitive advantage of money exchange companies from the customers’ perspective. Seybold, 18(2), 1–16. https://doi.org/10.17605/OSF.IO/VKZ6F
  • Joudeh, J. M., Allan, M., Zamil, A. M., Alfityani, A., Dandis, A. O., Nusairat, N. M., & Al-Gasawneh, J. A. (2022). The impact of marketing strategy on the marketing innovation and the marketing comparative advantage in the Jordanian furniture industry. Journal of Southwest Jiaotong University, 57(6), 395–412. https://doi.org/10.35741/issn.0258-2724.57.6.38
  • Joudeh, J. M. M., Khraiwish, A., Ali, N. N., Abu-Loghod, N. A., & Joudeh, A. M. (2021). Evaluating attitudes and intention to use of personal protective equipment (PPE) during the COVID-19 pandemic. Academy of Strategic Management Journal, 20(6), 1–15.
  • Karnouskos, S., & Fraunhofer, F. (2004). Mobile payment: A journey through existing procedures and standard initiatives. IEEE Communication Surveys & Tutorials, 6(4), 44–66. https://doi.org/10.1109/COMST.2004.5342298
  • Kaur, B., Kaur, J., Pandey, S. K., & Joshi, S. (2020). E-service quality: Development and validation of the scale. Global Business Review, 097215092092045. https://doi.org/10.1177/0972150920920452
  • Khairawati, S. (2020). Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty. International Journal of Research in Business and Social Science, 9(1), 15–23. https://doi.org/10.20525/ijrbs.v9i1.603
  • Khraiwish, A., Al-Gasawneh, J. A., Joudeh, J. M. M., Nusairat, N. M., & Alabdi, Y. F. (2022). The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality. International Journal of Data & Network Science, 6(2), 315–324. https://doi.org/10.5267/j.ijdns.2022.1.006
  • Kleisari, L., & Markaki, E. N. (2020). The impact of the perceived service quality on revisit intention in the tourism industry: A conceptual framework of strategic approach and analysis. European Journal of Interdisciplinary Studies, 6(2), 84–100.
  • Koenig Lewis, N., Morgan, M., Palmer, A., & Zhao, A. (2015). Enjoyment and social influence: Predicting mobile payment adoption. The Service Industries Journal, 35(10), 537–554. https://doi.org/10.1080/02642069.2015.1043278
  • Leong, L., Hew, T., Ooi, K., Chong, A. Y., & Lee, V. (2020). Understanding trust in ms-commerce: The roles of reported experience, linguistic style, profile photo, emotional, and cognitive trust. Information & Management, 58(2), 103416. https://doi.org/10.1016/j.im.2020.103416
  • Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2014). Antecedents of the adoption of the new mobile payment systems: The moderating effect of age. Computers in Human Behavior, 35, 464–478. https://doi.org/10.1016/j.chb.2014.03.022
  • MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological Methods, 1(2), 130–149. https://doi.org/10.1037/1082-989X.1.2.130
  • Mamo, G. S. (2018). Assessment of the factors that affect customer satisfaction on service quality: A case study in Ethio telecom Dawro Zone. Arabian Journal of Business and Management Review, 8(1), 1–5.
  • Marafon, D. L., Basso, K., Espartel, L. B., de Barcellos, M. D., & Rech, E. (2018). Perceived risk and intention to use internet banking: The effects of self-confidence and risk acceptance. International Journal of Bank Marketing, 36(2), 277–289. https://doi.org/10.1108/IJBM-11-2016-0166
  • Maulani, T. S. (2021). The differentiation of digital products to enhance brand image and its impact on intention to used e-wallets during the COVID-19 pandemic. South East Asia Journal of Contemporary Business, Economics and Law, 24(6), 1–14.
  • Miles, J., & Shevlin, M. (1998). Effects of sample size, model specification and factor loadings on the GFI in confirmatory factor analysis. Personality, and Individual Differences, 25(1), 85–90. https://doi.org/10.1016/S0191-8869(98)00055-5
  • Nambiar, B. K., Ramanathan, H. N., Rana, S., & Prashar, S. (2019). Perceived service quality and customer satisfaction: A missing link in Indian banking sector. Vision: The Journal of Business Perspective, 23(1), 44–55. https://doi.org/10.1177/0972262918821228
  • Nusairat, N. M., Al-Gasawneh, J., Al-Quran, A. Z., Al-Dweeri, R. M., Joudeh, J. M., Anuar, M. M., & Al-Hammouri, Q. (2022). THE implications of service quality for hotels market share: Managers’ perspective. Journal of Southwest Jiaotong University, 57(6), 1132–1142. https://doi.org/10.35741/issn.0258-2724.57.1
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.2307/1252099
  • Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: Insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), 543–564. https://doi.org/10.1007/s11747-019-00657-7
  • Pan, Y., & Zhang, J. Q. (2011). Born unequal: A study of the helpfulness of user-generated product reviews. Journal of Retailing, 87(4), 598–612. https://doi.org/10.1016/j.jretai.2011.05.002
  • Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
  • Phan, T. N., Ho, T. V., & Le-Hoang, P. V. (2020). Factors affecting the behavioral intention and behavior of using e-wallets of youth in Vietnam. The Journal of Asian Finance, Economics & Business, 7(10), 295–302. https://doi.org/10.13106/jafeb.2020.vol7.n10.295
  • Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research, 14(3), 224–235. https://doi.org/10.1108/10662240410542652
  • Qu, B., Wei, L., & Zhang, Y. (2022). Factors affecting consumer acceptance of electronic cash in China: An empirical study. Financial Innovation, 8(9). https://doi.org/10.1186/s40854-021-00312-7
  • Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343. https://doi.org/10.1108/17542731011035550
  • Schierz, P. G., Schilke, O., & Wirtz, B. W. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis. Electronic Commerce Research and Applications, 9(3), 209–216. https://doi.org/10.1016/j.elerap.2009.07.005
  • Shin, D. (2010). MVNO services: Policy implications for promoting MVNO diffusion. Telecommunications Policy, 34(10), 616–632. https://doi.org/10.1016/j.telpol.2010.07.001
  • Singh, N., Srivastava, S., & Sinha, N. (2017). Consumer preference and satisfaction of m-wallets: A study on North Indian consumers. International Journal of Bank Marketing, 35(6), 944–965. https://doi.org/10.1108/IJBM-06-2016-0086
  • Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Allyn and Bacon.
  • Taherdoost, H. (2018). Development of an adoption model to assess user acceptance of e-service technology: E-service technology acceptance model. Behaviour and Information Technology, 37(2), 173–197. https://doi.org/10.1080/0144929X.2018.1427793
  • Thakur, R. (2016). Understanding customer engagement and loyalty: A case of mobile devices for shopping. Journal of Retailing and Customer Services, 32, 151–163. https://doi.org/10.1016/j.jretconser.2016.06.004
  • Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273–315. https://doi.org/10.1111/j.1540-5915.2008.00192.x
  • Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
  • Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825. https://doi.org/10.1007/s11747-015-0439-4
  • Wiardi, A. H., Hadi, E. D., & Novrianda, H. (2020). Perceived value, store image, and satisfaction as antecedents of store loyalty moderated by procedural switching costs. Media Ekonomi Dan Manajemen, 35(1), 34–51. https://doi.org/10.24856/mem.v35i1.1175
  • Wilson, N., Kenib, K., & Tanc, P. H. P. (2018). The role of perceived usefulness and perceived ease of use toward satisfaction and trust which influence computer consumers’ loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294. https://doi.org/10.22146/gamaijb.32106
  • Xu, H., Luo, X. R., Carroll, J. M., & Rosson, M. B. (2011). The personalization privacy paradox: An exploratory study of decision-making process for location-aware marketing. Decision Support Systems, 51(1), 42–52. https://doi.org/10.1016/j.dss.2010.11.017
  • Yadav, P. (2017). Active determinants for adoption of mobile wallet. I-Manager’s Journal on Management, 12(1), 7–14. https://doi.org/10.26634/jmgt.12.1.13565
  • Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442–456. https://doi.org/10.1108/IJBM-01-2014-0015