Article
An Empirical Study on Consumer Satisfaction, Trust, and Continued Usage Intention of Mobile Wallet Services in Karur District
The rapid expansion of digital payment technologies has transformed the financial ecosystem by providing consumers with convenient, secure, and efficient transaction methods. Among these innovations, mobile wallet services have emerged as one of the most preferred cashless payment solutions due to their accessibility and ease of use. Despite their widespread adoption, sustaining consumer engagement depends largely on user satisfaction, trust, and the intention to continue using these services. This study empirically examines the determinants of consumer satisfaction, trust, and continued usage intention towards mobile wallet services in Karur District, Tamil Nadu. Primary data were collected from mobile wallet users through a structured questionnaire using a quantitative research approach. The study investigates the influence of perceived usefulness, ease of use, security, privacy, service quality, and promotional benefits on consumer satisfaction and trust, which subsequently affect continued usage intention. Statistical tools such as descriptive statistics, correlation analysis, multiple regression, and structural equation modelling can be employed to validate the proposed relationships. The findings are expected to provide valuable insights for mobile wallet service providers, financial institutions, policymakers, and digital payment platforms to enhance user experience, strengthen trust, and encourage sustained adoption of digital payment systems. The study also contributes to the growing body of knowledge on digital financial behaviour in emerging economies.