A Study of User Satisfaction towards Mobile Payment Applications

Abstract

The primary purpose of this study is to explore the factors contributing to customer satisfaction with mobile payment. Many research studies have been conducted to examine the adoption of mobile payment, but few studies have investigated satisfaction with mobile payment. Due to limited studies on this area, a literature review seems appropriate to explore this further for better understanding. After examining the prior relevant studies to this specific area, the current study proposed a research model consisting of seven direct (perceived ease of use, perceived usefulness, trust, speed, problem-solving, value, and reliability) and four indirect (convenience, privacy, security, and customer service) variables affecting satisfaction towards mobile payment applications. Mobile payment allows consumers to make flexible payments conveniently and effortlessly. Furthermore, it ensures the payment is fast, secure, and reliable. As payments through mobile phones may seem to be the future of cashless India, there is a need to research such technology. This study will assist researchers in further developing models and better understanding to refine their research related to mobile payments. Also, the study may prove to be helpful to payment service providers in making appropriate changes in their existing payment systems and for future developments.

Keywords: Mobile Payments, UPI Applications, Satisfaction, E-Payments

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