Elucidating continued usage of mobile wallets application from the lens of extended expectation-confirmation model

Abstract

Purpose – This study aims to examine the continuance usage intentions of mobile wallet (m-wallet) users by testing an extended expectation-confirmation model (EECM) that integrates acceptance and postacceptance perspectives. The moderating role of perceived value is also assessed. Design/methodology/approach – A multi-model framework was conceptualized using relevant literature. The research model was then tested through path analysis using survey data collected from existing m-wallet users. The authors also perform a multi-group analysis with SPSS 27.0 to evaluate differences in sociodemographic characteristics (gender, age, education, income, area of residence and weekly use of m-wallets). Findings – Results strongly support the integrated EECM, which combines the technology acceptance model (TAM) and the ECM while incorporating contextual variables such as perceived trust, social influence and perceived value. Research limitations/implications – The study extends postacceptance theory and provides practical insights for policymakers and marketers to design strategies that enhance satisfaction and strengthen continuance intentions. Originality/value – By integrating TAM and ECM with additional contextual variables, this research addresses a key gap in the literature and offers a comprehensive understanding of continuance usage behavior in smartphone-based e-payment technologies.