Factors Affecting Satisfaction and Intention to Recommend Mobile Wallet Services: Mediation and Moderation Analyses

Abstract

This chapter aims to scrutinize the factors affecting perceived satisfaction of users towards mobile wallet services, and how perceived satisfaction leads to intention to recommend the said technology to others. The participants of the study were selected users of the leading Philippine mobile wallet, and they were identified using purposive sampling technique. Partial least squares structural equation modelling using mediation and moderation analyses was used to gauge the hypotheses of the study and causal-predictive research design was utilized. Hypothesis testing results show that perceived ease of use, perceived usefulness, perceived risk, and attitude significantly influence the level of perceived satisfaction of mobile wallet users. The findings also reveal that perceived satisfaction and trust lead to higher intention of users to recommend mobile wallet services to others. Mediation and moderation analyses were also performed, and interesting findings were presented in the chapter.