Show me the money: Age, adoption, confirmation and continuance intentions of mobile wallet applications

• Main Authors: Cinco, Tirso P., Jr., Sarreal, Emilina R., Ferrer, Rodiel C.
• Format: text
• Published: Animo Repository 2021
• Subjects: Consumer behavior; Mobile commerce—Philippines; Electronic funds transfers—Philippines; Marketing
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/9459
• Institution: De La Salle University

“Mobile wallet apps” are a category of financial technology applications that enable payment and money transfer transactions through mobile phones. Despite the favorable regulation and the use of apps as a conduit for the transfer of COVID-19 aid money, Filipinos in general have not been loyal to their mobile app wallet providers. Majority of Philippine-based app providers have not yet fully understood what drives Filipino customers to continue using mobile wallet apps.This study confirmed that age, a moderating influence in previous TAM-based models, is an antecedent to pre-adoption effort expectancy (PrEFE) and pre-adoption performance expectancy (PrPEE) – constructs that have remained stable since the original Technology Acceptance Model (TAM) was proposed by Davis (1989). This study adopted the constructs of the Extended Expectation-Confirmation Model (EECM) recently developed by Gupta et al. (2020) to determine continuance intention (CINT) of Filipinos for mobile wallet apps. The relationships between (1) age and the dependent variable, CINT, mediated through various constructs, as well as, (2) the effect of perceived user interface quality (PUIQ) on CINT as also mediated through various constructs were established through WarpPLS structural equation modeling (SEM). Practical insights such as marketing campaigns based on age-sensitive communications and emphasis on superior user experience are proffered to aid firms in executing a mobile wallet app strategy that will reconcile their business goals with the social responsibility of providing inclusive financial services to Filipinos.