Title: Relationship of problems and personal risk with customer service in use of digital wallet: a path analysis model

Authors: Poonam Khurana

Addresses: Vivekananda Institute of Professional Studies, Outer Ring Road, AU Block, Pitampura, Delhi-88, India

Abstract: The present study is put out to identify the relationship of problems and personal risk with customer service in use of digital wallet. A path analysis model using Amos graphics has been used. Independent variable is solution or customer service. Dependent variables are problems faced in mobile wallets, and personal risk in using digital wallets. Measurement model for CFA is applied for quantitative analysis. The analysis meaningfully relates to objectives and hypotheses of the study. Findings depict that there is negative relationship in customer service and problems faced by users. A negative relationship has been observed in customer service and personal risk using digital wallets.

Keywords: mobile wallets; customer service; relationship; problems; personal risk.

DOI: 10.1504/IJTTC.2020.109410

International Journal of Technology Transfer and Commercialisation, 2020 Vol.17 No.2/3, pp.257 - 264

Received: 16 Apr 2019
Accepted: 31 Dec 2019
Published online: 08 Sep 2020 *

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