Understanding the nexus between attitude, satisfaction, intention to use and recommendation of mobile wallets among young consumers in India in the FinTech era

Purpose This study aims to assess the factors influencing attitude, intention to use, satisfaction and intention to recommend mobile wallet adoption among Indian young urban consumers. Furthermore, the impact of experience on the dependent variables was tested. Design/methodology/approach A structured questionnaire was developed based on validated scales from previous research. Data is collected using a non-probability convenience sampling method, and the final sample size of the study was 272. Partial least squares–structural equation modeling (PLS-SEM) was used to examine the proposed model. Findings The findings indicate that facilitating conditions (FC), performance expectancy (PE), personal innovativeness (PI), price value (PV) and social influence (SI) have a positive and significant impact on attitude (ATT). Price value emerged as the strongest predictor of attitude (β = 0.357), and intention to use was a strong predictor of intention to recommend (β = 0.530). Furthermore, ATT positively influenced satisfaction (SAT) and intention to use (ITU). Finally, ITU positively impacted the intention to recommend (ITR). Originality/value To the best of the authors’ knowledge, this is the first study to examine the intention to recommend mobile wallet services among Indian young urban consumers using these variables in a comprehensive model.