Sustaining Digital Payment Adoption: The Role of Performance Expectancy in Shaping Continuance Intentions for Mobile Wallets

Abstract

The low adoption of mobile wallets in Pakistan presents a significant issue, limiting financial inclusion and digital transformation in the country. Despite the rapid growth of digital infrastructure and smartphone penetration, only a small percentage of Pakistani population actively uses mobile wallets. To address this problem, the current study considered the role of perceived performance expectancy in continuance intention of people towards mobile wallets. Additionally, this study examined the role of confirmation and satisfaction between perceived performance expectancy and continuance intention. A survey was carried out for data collection with the help of a survey questionnaire. The research unfolds within the geographical context of Pakistan, employing a robust methodology involving data collection from a cohort of 351 adults through a cross-sectional questionnaire survey. Results of the study highlighted important contribution of perceived performance expectancy in continuous intention. Additionally, a significant role of confirmation and satisfaction was found between perceived performance expectancy and continuance intention.