Abstract
ABSTRACT The study aims to explore consumer experience of mobile wallet (m-wallet) platforms using a data-driven mixed-method approach. A qualitative study using 4789 consumer reviews was performed to explore key drivers of consumer experience of the m-wallet platform. Further, responses were collected using an online survey from 337 Indian m-wallet users to validate the findings of the exploratory study. The results indicated that interactivity, privacy and security, convenience, and contact are the key drivers of consumer experience over m-wallet platforms. The study’s findings enrich the mobile payment literature by exploring key factors impacting consumer experience in the m-wallet context. The findings of the study will help marketers to enhance consumer experience over m-wallet platforms.
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