Title: The role of mediator variable in digital payments: a structural equation model analysis

Authors: A. Martina Franciska; Soosainathan Sahayaselvi

Addresses: Department of Commerce, St. Xavier's College (Autonomous), Palayamkottai, Tirunelveli District, Tamil Nadu State, India; Affiliated to: Manonmaniam Sundaranar University, India ' Principal, Holy Cross College (Autonomous), Nagercoil, Kanyakumari District, Tamil Nadu State, India; Affiliated to: Manonmaniam Sundaranar University, India

Abstract: The proliferation of technology and communication has resulted in increased digitalisation that includes digital payments. This study is aimed at unravelling the relationship between awareness of individuals about the digital payment system and customer satisfaction with digital payments. Two models were developed in this study. First model considers awareness → usage pattern → customer satisfaction. Second model considers usage pattern → customer satisfaction → perception of digital payments. These two alternative models were tested by collecting data from 507 respondents in southern India was analysed using the structural equation modelling. The results indicate that usage pattern acted as a mediator between awareness and satisfaction, and satisfaction acted as a mediator between usage pattern and consumers' perception of digital payments. The implications for theory and practice are discussed.

Keywords: electronic commerce; barter; structural equation model; digital age; usage pattern; awareness; perception and satisfaction about digital payments.

DOI: 10.1504/IJEF.2024.141733

International Journal of Electronic Finance, 2024 Vol.13 No.4, pp.440 - 452

Received: 29 Jul 2022
Accepted: 14 Apr 2023
Published online: 01 Oct 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article