Exploring users’ continuance intentions for mobile wallets: an extended expectation–confirmation model with gamification and grievance redressal in Vietnam

Abstract

Despite their widespread adoption as digital payment tools, mobile wallets often face challenges in maintaining user engagement, particularly in contexts where initial adoption is driven by unavoidable circumstances rather than user preference. This study examines the factors influencing continued use of mobile wallets in Vietnam, a market that has witnessed rapid adoption but relatively low transaction frequency. Drawing upon the mobile expectation–confirmation model (MECM), this research integrates two underexplored constructs, gamification and grievance redressal mechanisms (GRMs), to better capture the complexities of post-adoption behavior. Data were collected through a quantitative survey of 996 Vietnamese users with prior experience using gamified mobile wallets. Structural equation modeling results indicate that perceived usefulness, satisfaction, mobile complementarity, gamification, and grievance redressal significantly predict continuance intention. Notably, while confirmation influences satisfaction and complementarity, it does not significantly affect perceived usefulness, suggesting a shift in user cognition in increasingly informed digital environments. These findings extend theoretical understanding of mobile wallet continuance by validating the MECM and highlighting the roles of gamified engagement and complaint resolution mechanisms. Practically, the results offer actionable insights for service providers seeking to enhance user retention through improved functionality, engaging gamification strategies, and robust grievance handling systems.