Examining Customer Satisfaction and Continued Usage Intentions of Mobile Wallets in Aizawl City

This study examines customer satisfaction and the intention to continue using mobile wallets in Aizawl City, Mizoram. Mobile wallets, as digital payment tools, have become increasingly popular in urban India, offering convenient, secure, and efficient alternatives to traditional financial transactions. The research focuses on understanding the factors influencing user satisfaction and their subsequent intent to continue using these services. A quantitative approach was employed, collecting data from 228 mobile wallet users through a structured survey. The findings reveal that users are generally satisfied with mobile wallets, particularly in areas such as performance, security, and transaction convenience, with an overall satisfaction score of 3.93. However, variability in user responses suggests that concerns regarding security and privacy still exist. Regarding continuance usage intention, the study indicates a strong willingness among users to continue using mobile wallets, with an overall score of 3.97. The analysis highlights the significant role of satisfaction in shaping users’ continued engagement and suggests that addressing security and privacy concerns could further enhance user retention. This research offers valuable insights for mobile wallet providers aiming to improve customer experiences and foster long-term loyalty in emerging markets.