Motivating Factors for Users’ Behavioral Intention to Continue Using Mobile Wallets After COVID, Coup, Cash Crisis in Myanmar

Abstract

The current study investigates the factors motivating users to continue using mobile wallets after 3Cs circumstance (COVID, Coup, Cash Crisis) in Myanmar. It adopts the DeLone and McLean information system success model also known as D&M’s ISS model, extended with a trust factor. The total of 342 mobile wallet active users participated in this research. Primary data were collected by employing convenience sampling method and analyzed by using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) for validity and reliability, and structural equation modeling (SEM) for hypothesis testing. The results demonstrate that system quality and service quality have significant impact on trust and user satisfaction, whereas no significant effect was found for information quality. Furthermore, trust and user satisfaction significantly influence users’ behavioral intention to continue using mobile wallets. These findings extend the original ISS model, especially in the context of continuous usage, and deliver insights for mobile wallet providers into users’ psychological tendencies toward continued mobile wallets usage under the noteworthy conditions.