• 0974-4274(PRINT), ISSN NO: 2582-1148(ONLINE)
2

Archive Details

Help Desk

Year 2026 5 Downloads
Volume/Issue/Review Month Volume-XIX | Issue-I | Jan.-Jun.
Title Exploring the Impact of Customer Perception using Servqual on Digital Wallet
Authors Mrs. R. Suriya Devi, Dr. N. Rajathilagam
Broad area Marketing
Abstract Abstract: Apps for digital wallets are a powerful instrument that, within the last couple of years, have helped transform the way that financial inclusion in poor nations could be enhanced through transactions, banking services, and money management via mobile devices to bridge the gap with mainstream financial institutions for underprivileged groups. This paper highlights the usage of exploratory factor analysis and ANOVA test in analyzing the impact of customer perception using SERVQUAL on digital wallet. Convenience sampling was used to collect primary data for the study using a standardized questionnaire. from a 400-respondent sample. The study recommended that the companies should focus on improving the reliability, accessibility and user-friendly features to enhance the overall consumer perception and long-term usage of the digital wallets.
Citation Suriya Devi, R., & Rajathilagam, N. (2026). Exploring the impact of customer perception using SERVQUAL on digital wallet. Srusti Management Review, 19(1), 123–135.
DOI https://doi.org/10.63340/SAMT/100000059
File
Referenceses

Journal papers

  1. Underdown, K., & Tamara, D. (2025). Digital wallets: a study on the influence of consumer perceptions and attitudes on impulsive consumer behaviour. Frontiers in Human Dynamics, 7. https://doi.org/10.3389/fhumd.2025.1545141
  2. Alonzo, A. A., Macadildig, A. D., Sapio, R. C. M., Bernales, J. C., Dadole, D. M., & Abellana, J. J. G. (2025). Adoption of digital wallets in Naawan, Misamis Oriental, Philippines: A structural equation modeling approach based on TAM and UTAUT. WSEAS Transactions on Business and Economics, 22, 1596–1606.
  3. Thu, L. N. N., et al. (2024). The performance model of logistic distribution centers: Quality function deployment based on the Best–Worst Method. PLOS ONE, 19(5), e0305202. https://doi.org/10.1371/journal.pone.0305202
  4. Ramayanti, R., Rachmawati, N. A., Azhar, Z., & Nik Azman, N. H. (2025). Factors influencing digital payment behavior: A meta-analysis. Digital Transformation and Society. https://doi.org/10.1108/DTS-05-2025-0110
  5. Sait, M. A., Anshari, M., Almunawar, M. N., & Masri, M. (2024). Why people do not bother using digital wallets? A qualitative study on resistance behavior. Journal of Science and Technology Policy Management, 1–25. https://doi.org/10.1108/JSTPM-05-2024-0155.
  6. Douglas G. Bonett and Thomas A. Wright. (2014). Cronbach?s alpha reliability: Interval estimation, hypothesis testing, and sample size planning. Journal of Organizational Behavior, DOI: 10.1002/job.1960
  7. Sekaran, U., & Bougie, R. (2020). Research methods for business: A skill-building approach (8th ed.). Wiley.
  8. Malhotra, N. K. (2019). Marketing research: An applied orientation (7th ed.). Pearson Education.
  9. Hemamalini, E., & Nedumaran, G. (2025). Digital wallet apps and their impact on financial inclusion in Tamilnadu. Srusti Management Review, 18(1), 134–148. https://doi.org/10.63340/samt/1009
  10. Ali, S., & Kannaujiya, T. B. (2025). Customer satisfaction through green banking initiatives: An empirical analysis. Srusti Management Review, 18(2), 148–161.
  11. Hemamalini, E., & Nedumaran, G. (2025). Digital wallet apps and their impact on financial inclusion in Tamilnadu. Srusti Management Review, 18(1), 134–148. https://doi.org/10.63340/samt/1009
  12. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  13. Saraswat, P., & Chouhan, V. (2022). Assessment of service quality of payment wallet services in India using the SERVQUAL model. In AI-Enabled Agile Internet of Things for Sustainable FinTech Ecosystems (pp. 147–169). IGI Global. https://doi.org/10.4018/978-1-6684-4176-3.ch007
  14. Utomo, R. G., & Yasirandi, R. (2024). Securing digital wallet loyalty: Unveiling the impact of privacy and security. Scientific Journal of Informatics. https://doi.org/10.15294/sji.v11i2.2423
  15. Ihsan, J. M., Imtihan, K., & Zulkarnaen, M. F. (2026). Integrating SERVQUAL and ECM to explain e-wallet satisfaction and continuance in semi-urban and rural Indonesia. Journal of Information Systems and Informatics. https://doi.org/10.63158/journalisi.v8i1.1458
  16. Faqih, K. M., & Jaradat, M. I. R. M. (2021). Assessing the moderating effect of gender differences and individualism-collectivism at individual-level on the adoption of mobile commerce technology: TAM3 perspective. Journal of Retailing and Consumer Services, 60, 102434. https://doi.org/10.1016/j.jretconser.2021.102434
  17. Patil, P., Rana, N. P., Dwivedi, Y. K., & Abu-Hamour, H. (2020). The role of trust and risk in mobile payments adoption: A meta-analytic review. International Journal of Information Management, 53, 102091. https://doi.org/10.1016/j.ijinfomgt.2020.102091
  18. Google Pay Singh, N., Sinha, N., & Liébana-Cabanillas, F. J. (2020). Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use and social influence. International Journal of Information Management, 50, 191–205. https://doi.org/10.1016/j.ijinfomgt.2019.05.022
  19. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Online websites:

  1. https://en.wikipedia.org/wiki/Exploratory_factor_analysis
  2. https://www.statisticshowto.com/observed-variables/
  3. https://www.ibm.com/docs/en/spss-statistics/23.0.0?topic=detection-KMO bartletts-test