Development of Research on Continuous usage Intention of M-Wallets: A Systematic Review of Literature from 2011 to 2021

Abstract

Mobile payment usage must be maintained for mobile wallet companies to survive. Long-term user relationships can assist businesses in lowering costs and increasing profitability to retain customers which ultimately will lead to continuance intention. Despite M-wallets' relative maturity, a study in this sector has been limited to first acceptance/rejection. No study has particularly evaluated the technology's post-adoption impacts. Existing studies mostly examine the initial adoption of mobile wallet users and their antecedents. Though many people use M-wallets regularly, consistency is rare. Thus, both academic researchers and practitioners must investigate mobile wallet users' continued usage behaviour. This research conducts a thorough evaluation of the systematic review of literature on M-wallet continuous usage intentions from 2011 to 2021. The authors of this study employed systematic review methods to analyse the current state of continuous usage of M-wallet research. They identified current research streams and offered ideas for future research. The review identified the Geographic representation of mobile wallet continuous usage research, methodological approaches to investigate continuous usage intention of m-wallets, and popular theories adopted to investigate continuance intention. Through research synthesis, predictors and moderators/mediators of mobile wallets were also identified. The authors then discovered various service quality characteristics that demonstrated how trust, flow, and satisfaction—which have primarily been studied—had a direct impact on behavioural intentions as a result of service quality. The authors recommend the direction of potential future research in mobile wallets. This paper is a systematic review of the continuance usage of mobile wallets based on the dimensions of service quality and is one of the very few papers to offer a systematic review of continuous usage.