Assessing Service Quality Factors in Mobile Payments - Insights Based on User Experiences in Social Media

摘要

In current times, mobiles play an important role in our daily life, especially for mobile commerce. Due to the growing popularity of mobile commerce, it is very easy for mobile users to make any transactions and payments anywhere by simply installing the application in the phone and thereafter by few clicks on the application or on the mobile web. The present study basic aims to explain the usage of mobile wallets and different factors that affect the customer adoption of these wallets. According to the customer perception of the adoption of mobile wallets act as a significant and positive impact on them. Primary data was collected 4 lakh tweets from Twitter by using popular hashtags and @ mention of digital payments used in twitter. Topic modelling and sentiment mining were done on these tweets. Further statistical analysis using Structural Equation Modeling was done to analyze the factors which drive satisfaction from the topics which emerged from twitter analytics. The statistical analysis indicated that Responsiveness, Usefulness, Information privacy, Tangibility, Credibility play a significant factor in the satisfaction of digital payments and thus may facilitate adoption.