How satisfied am I with mobile wallets? Exploring the nexus between MSQual, hedonism, and satisfaction

Abstract The widespread use of mobile devices for banking has been revolutionary, with the rise in mobile wallet adoption turning it into a competitive space for industries like high-tech firms, banks, and other entities aiming to attract users to their platforms. In India, mobile wallets have rapidly gained popularity, emerging as a preferred payment method among internet users. This trend has driven a substantial rise in mobile wallet transactions over the past 4–5 years. While many studies have explored how users perceive mobile devices, few have focused on mobile wallet user satisfaction, especially in developing countries. To bridge this gap, this study investigates key factors influencing mobile wallet user satisfaction. It introduces a 17-item scale encompassing three factors tailored to the Indian context.