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What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the "Digital Service

Arpan Kumar Kar1

  • 1Department of Management Studies, Indian Institute of Technology Delhi Hauz Khas, New Delhi, 110016 India.

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Summary

Mobile payment services are crucial in India. Key factors like cost, usefulness, and trust significantly boost user satisfaction and adoption of these digital payment solutions.

Keywords:
Big data analyticsDigital Service Use; Service QualityMobile paymentsSocial Media AnalyticsUsage satisfaction

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Area of Science:

  • Digital Service Adoption
  • Service Science
  • Technology Adoption

Background:

  • Mobile payment services are integral to daily life in India, driven by various events.
  • Understanding user satisfaction is key to enhancing the adoption of these services.

Purpose of the Study:

  • To identify the key determinants influencing user satisfaction with mobile payment services in India.
  • To propose and validate a "Digital Service Usage Satisfaction Model" integrating technology adoption and service science.

Main Methods:

  • Data extraction from Twitter using hashtags and keywords.
  • Sentiment mining, topic modeling, and network science for text analysis and topic clustering.
  • Content analysis for theoretical model development and multiple regression analysis for validation.

Main Results:

  • Cost, usefulness, trust, social influence, credibility, information privacy, and responsiveness are significant determinants of mobile payment usage satisfaction.
  • The proposed "Digital Service Usage Satisfaction Model" was validated using empirical data.
  • A novel approach using social media data for inferential theoretical model development was validated.

Conclusions:

  • Enhancing factors such as cost, usefulness, trust, and privacy is critical for increasing mobile payment service adoption.
  • The study validates a new methodology for developing theoretical models from social media data.
  • Findings provide actionable insights for service providers to improve user satisfaction and drive wider adoption of mobile payments.