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Satisfaction with Applications Fuels the Growth of Mobile Wallet Use in Thailand

Donald L. Amoroso

,

Pajaree Ackaradejruangsri

Donald L. Amoroso 1

Pajaree Ackaradejruangsri 2

  1. Auburn University Montgomery 1

  2. Ritsumeikan Asia Pacific University, Japan 2

Pages: 16-22

DOI: 10.18488/journal.62.2019.61.16.22

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Article History:

Received: 17 October, 2018
Revised: 21 November, 2018
Accepted: 31 December, 2018
Published: 22 January, 2019


Abstract:

In this research, we study factors such as consumer attitudes and personal innovativeness in order to understand the effect of loyalty on satisfaction with mobile wallet applications in Thailand. We developed a research model, based upon previous research, where we propose and examine four constructs. In general, consumer attitudes and personal innovativeness loaded strongly on both loyalty and satisfaction with the Thai consumers sampled. We found strong support for all of the hypothesized relationships, albeit some at different strength levels. It was found that consumer attitudes are an extremely strong factor that increases loyalty and improves satisfaction with mobile wallet applications in Thailand. We also found a very strong impact of satisfaction on loyalty with Thai consumers. This study helps to understand how specific factors influence consumer satisfaction with mobile wallet apps, and what drives consumers’ decisions to be loyal and satisfied customers.
Contribution/ Originality
This study contributes in the existing literature of consumer behavior, particularly consumer satisfaction model. This study uses new estimation methodology of survey construct with snowball sampling approach. This study originates new formula for predicting Thai consumers’ satisfaction in mobile wallet usage. This study is one of the very few studies which have investigated in factors influencing the satisfaction with mobile wallets apps. The paper’s primary contribution is finding that consumer attitudes has a significant influence on Thai consumer loyalty and increase satisfaction.

Keywords:

Loyalty, Mobile wallet, Consumer attitudes, Personal innovativeness Satisfaction

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Funding:

This study received no specific financial support.

Competing Interests:

The authors declare that they have no competing interests.

Acknowledgement:

Both authors contributed equally to the conception and design of the study.

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