A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention
Ashwarya Kapoor,
Rajiv Sindwani,
Manisha Goel
Abstract:PurposeIs there any symmetric or asymmetric connection between mobile wallet service quality (MWSQ) dimensions and loyalty intention? Are there any factors that intervene in the relationship between MWSQ and loyalty intention? To answer these questions, the present study explored dimensions of MWSQ and proposed a novel framework to comprehend symmetric and asymmetric relationship between MWSQ dimensions and loyalty intention.Design/methodology/approachThe study used data from 422 m-wallet users. Structural equ… Show more
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