Consumer Experience of Mobile Wallet Platforms–Model Inventory

Abstract

The Consumer Experience of Mobile Wallet Platforms–Model (Shankar & Behl, 2023) was developed to investigate the consumer experience of mobile wallet (m-wallet) platforms. The instrument consists of 19 items, rated on a five-point Likert scale. Proposed items were adapted from previous research (e.g., Cyr et al., 2009; Shankar et al., 2019; Huang et al., 2015). The measure was evaluated using structural equation modeling and administered to a qualitative dataset of consumer reviews and a quantitative sample of consumers in India. Results concerning reliability and validity were reported.

Keywords

Consumer Experience; Contact; Convenience; Interactivity; Mobile Wallet Platforms; Privacy and Security; Responsiveness

Authors

• Shankar, Amit

• Behl, Abhishek

Purpose

The purpose of this measurement model is to assess the key drivers of consumer experience of the m-wallet platform.

Validity

Convergent and Discriminant validity: AVE values were above 0.50 (Hair et al., 2010), and diagonal values showed that the square root of the AVE of each latent construct was greater than the correlation of the construct with other latent constructs (non-diagonal values) (Fornell & Larcker, 1981). Therefore, convergent and discriminant validity were supported.

Reliability

Internal consistency: Composite reliability values were greater than the threshold value of 0.70 (Hair et al., 2010).

Factor Analysis

Common method bias: Harman’s one-factor analysis test indicated a single unrotated factor developed from all items did not cross the threshold of 50% of the total variance, indicating the absence of Common Method Bias (CMB).

Instrument: Consumer Experience of Mobile Wallet Platforms–Model

• Test Type: Original

• Format: Items are rated using a five-point Likert scale.

• Language Available: English

• Population Group: Human; Male; Female

• Age Group: Adulthood (18 yrs & older); Young Adulthood (18-29 yrs); Thirties (30-39 yrs)

• Population Details: Location: India, Respondents: Consumers

• Test Methodology: Test Validity; Convergent Validity; Discriminant Validity; Test Reliability; Internal Consistency; Measurement Model; Structural Equation Modeling

Keywords

Consumer Attitudes; Consumer Behavior; Consumer Satisfaction; Human Factors Engineering; Privacy; Information Security; Mobile Applications; Human Computer Interaction Measures; Personal Finance; Consumer Measures

Authors

• Shankar, Amit

  • Affiliation: Indian Institute of Management Visakhapatnam Marketing Management

  • Email addresses: [email protected]

  • Correspondence Address: [email protected]

• Behl, Abhishek

  • Author ORCID Identifier: http://orcid.org/0000-0002-5157-0121

  • Affiliation: O P Jindal Global University

Permissions & Fee and Test Year

• Permissions: Contact Publisher

• Fee: No

• Test Year: 2023

References

Shankar, A., & Behl, A. (2023). How to enhance consumer experience over mobile wallet: A data-driven approach. Journal of Strategic Marketing, 31(4), 838–855. https://doi.org/10.1080/0965254X.2021.1999306

Items of the Consumer Experience of Mobile Wallet Platforms–Model

Responsiveness

• The m-wallet does not freeze.

• The m-wallet enables me to complete a transaction quickly.

• The m-wallet loads its pages quickly.

Interactivity

• I have better control over m-wallet interface.

• The m-wallet interface is user-friendly.

• Interface design of the m-wallet is suitable for all types of devices.

• The menu of the m-wallet is well organized.

Privacy and security

• The m-wallet provides alerts about suspicious logins.

• The m-wallet protects my personal information.

• Users can block the m-wallet when they lose their mobile phone.

Convenience

• I find it easy to complete the transaction over m-wallet.

• I am able to perform transaction quickly over m-wallet.

• It takes little effort to complete the transactions over m-wallet.

Contact

• The m-wallet tells me what to do if a transaction fails.

• There are several options for contacting a customer support team.

• The customer support team responds to complaints quickly.

Consumer experience

• I feel comfortable using the m-wallet.

• I believe m-wallet is very useful.

• I find that using m-wallet is enjoyable.

Note. Items are rated using a five-point Likert scale (i.e., 1 = strongly disagree, 5 = strongly agree).