E-wallet usage and customer purchase intention: Understanding the mediating role of shopping satisfaction and E-wallet structure

Sajeeb Kumar Shrestha; Dipak Mahat; Dasarath Neupane; Tej Bahadur Karki

doi:10.31893/multirev.2025091

Keywords:

Abstract

E-wallets have revolutionized digital commerce, affecting customer purchase intentions. This study explores the impact of e-wallet usage on purchase intention, examining the mediating role of shopping satisfaction and the influence of e-wallet structure. A survey of 400 respondents collected data on demographics and constructs related to e-wallet usage, shopping satisfaction, purchase intention, and structure. Using SmartPLS 4, structural equation modeling (SEM) assessed the hypothesized relationships and mediation effects, ensuring robust statistical analysis. The sample included 55.3% males and 44.8% females, predominantly with Bachelor's (45.5%) and Master's degrees (42.8%), and an average age of 28.31 years. Reliability and validity were high across constructs. SEM revealed significant positive relationships between e-wallet use and shopping satisfaction (β = 0.808, p < 0.001), customer intention (β = 0.514, p < 0.001), and structure (β = 0.774, p < 0.001). Shopping satisfaction significantly influenced customer intention (β = 0.307, p < 0.001), while structure did not (β = 0.133, p = 0.235). Shopping satisfaction partially mediated the relationship between e-wallet use and customer intention (β = 0.248, p < 0.001). E-wallet usage enhances customer purchase intention directly and through improved shopping satisfaction, which serves as a partial mediator. E-wallet structure does not significantly mediate this relationship.
References
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Shrestha, S. K., Mahat, D., Neupane, D., & Karki, T. B. (2024). E-wallet usage and customer purchase intention: Understanding the mediating role of shopping satisfaction and E-wallet structure. Multidisciplinary Reviews, 8(3), 2025091. https://doi.org/10.31893/multirev.2025091

[1] Ajina, A. S., Joudeh, J. M. M., Ali, N. N., Zamil, A. M., & Hashem, T. N. (2023). The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study. Cogent Business & Management, 10(2). https://doi.org/10.1080/23311975.2023.2229544

[2] Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138. https://doi.org/10.1002/mar.10063

[3] Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319. https://doi.org/10.2307/249008

[4] 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

[5] Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90. https://www.jstor.org/stable/30036519.

[6] Hopalı, E., Vayvay, Ö., Kalender, Z. T., Turhan, D., & Aysuna, C. (2022). How do mobile wallets improve sustainability in payment services? A comprehensive literature review. Sustainability, 14(24). https://doi.org/10.3390/su142416541

[7] Hossain, M. M., Akter, S., & Adnan, H. M. (2022). Does the trust issue impact the intention to use e-wallets technology among students? Journal of Entrepreneurship and Business, 10(1), 57-71. https://doi.org/10.17687/jeb.v10i1.860

[8] Khan, H. U., Sohail, M., Nazir, S., Hussain, T., Shah, B., & Ali, F. (2023). Role of authentication factors in fintech mobile transaction security. Journal of Big Data, 10. https://doi.org/10.1186/s40537-023-00807-3

[9] Khando, K., Islam, M. S., & Gao, S. (2023). The emerging technologies of digital payments and associated challenges: A systematic literature review. Future Internet, 15(1). https://doi.org/10.3390/fi15010021

[10] Kiew, J. P., Toh, E. T., Ngian, E. T., & Law, S. H. (2022). Perceived trust, convenience, and promotion for the adoption of e-wallets. International Journal of Academic Research in Business and Social Sciences, 12(9), 374–385. http://dx.doi.org/10.6007/IJARBSS/v12-i9/14591

[11] Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). Trust and satisfaction: Two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information Systems Research, 20(2). https://doi.org/10.1287/isre.1080.0188

[12] Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6). https://doi.org/10.1509/jm.15.0420

[13] Liao, S.-H., Hu, D.-C., & Chou, H.-L. (2022). Consumer perceived service quality and purchase intention: Two moderated mediation models investigation. SAGE Open, 12(4). https://doi.org/10.1177/21582440221139469

[14] Liébana-Cabanillas, F., Muñoz-Leiva, F., Sánchez-Fernández, J., & Jesús, M. I.-d. (2016). The moderating effect of user experience on satisfaction with electronic banking: Empirical evidence from the Spanish case. Information Systems and e-Business Management, 14(1), 141-165. https://doi.org/10.1007/s10257-015-0277-4

[15] Mansouri, H., Boroujerdi, S. S., & Husin, M. M. (2022). The influence of sellers’ ethical behaviour on customer loyalty, satisfaction, and trust. Spanish Journal of Marketing - ESIC, 26(2), 267-283. https://doi.org/10.1108/SJME-09-2021-0176

[16] Mew, J., & Millan, E. (2021). Mobile wallets: Key drivers and deterrents of consumers’ intention to adopt. The International Review of Retail, Distribution and Consumer Research, 31(2), 182–210. https://doi.org/10.1080/09593969.2021.1879208

[17] Muhtasim, D. A., Tan, S. Y., Hassan, M. A., Pavel, M. I., & Susmit, S. (2022). Customer satisfaction with digital wallet services: An analysis of security factors. International Journal of Advanced Computer Science and Applications, 13(1), 195-206. https://doi.org/10.14569/IJACSA.2022.0130124

[18] Ojo, A. O., Fawehinmi, O., Ojo, O. T., Arasanmi, C., & Tan, C. N.-L. (2022). Consumer usage intention of electronic wallets during the COVID-19 pandemic in Malaysia. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2056964

[19] Okonkwo, C. W., Amusa, L. B., & Twinomurinzi, H. (2023). Mobile wallets in cash-based economies during COVID-19. Industrial Management & Data Systems, 123(2), 653-671. https://doi.org/10.1108/IMDS-01-2022-0029

[20] Oliveira, T., Thomas, M., Baptista, G., & Campos, F. (2016). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, 404-414. https://doi.org/10.1016/j.chb.2016.03.030

[21] Putrevu, J., & Mertzanis, C. (2023). The adoption of digital payments in emerging economies: Challenges and policy responses. Digital Policy, Regulation and Governance. https://doi.org/10.1108/DPRG-06-2023-0077

[22] Rahman, S. u., Nguyen-Viet, B., Nguyen, Y. T., & Kamran, S. (2024). Promoting fintech: Driving developing country consumers’ mobile wallet use through gamification and trust. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-01-2023-0033

[23] Reza, M. D. S. B. M., Tan, S.-H., Chong, L.-L., & Ong, H.-B. (2024). Continuance usage intention of e-wallets: Insights from merchants. International Journal of Information Management Data Insights, 4(2), 100254. https://doi.org/10.1016/j.jjimei.2024.100254

[24] Samsudin, A. E., & Kasiran, M. K. (2023). Use of e-wallet and security of digital transactions. Journal of Information Systems and Digital Technologies, 5(2), 155–169. https://doi.org/10.31436/jisdt.v5i2.416

[25] Sultan, F., Rohm, A. J., & Gao, T. (2009). Factors influencing consumer acceptance of mobile marketing: A two-country study of youth markets. Journal of Interactive Marketing, 23, 308–320. https://doi.org/10.1016/j.intmar.2009.07.003

[26] Thirunavukkarasu, T., Senthilkumar, K., Bharathi, S. S., Krishnamoorthy, K., & Thoti, K. K. (2024). The study on the role of e-wallets feature in influencing university students' purchasing decisions. Journal of Informatics Education and Research, 4(2), 381-395. https://doi.org/10.52783/jier.v4i2.778

[27] Truc, L. T. (2024). Empowering tomorrow: Unleashing the power of e-wallets with adoption readiness, personal innovativeness, and perceived risk to client’s intention. Journal of Open Innovation Technology Market and Complexity, 10(3), 100322. https://doi.org/10.1016/j.joitmc.2024.100322

[28] Zhang, Q., Khan, S., Cao, M., & Khan, S. U. (2023). Factors determining consumer acceptance of NFC mobile payment: An extended mobile technology acceptance model. Sustainability, 15(4). https://doi.org/10.3390/su15043664

Abstract

References

How to cite