Mobile payment services have become increasingly important in daily lives in India due to multiple planned and unplanned events. The objective of this study is to identify the determinants of usage satisfaction of mobile payments which could enhance service adoption. The “Digital Service Usage Satisfaction Model” has been proposed and validated by combining technology adoption and service science literature. First the data was extracted from Twitter based on hashtags and keywords. Then using sentiment mining and topic modelling the large volumes of text were analysed. Then network science was also used for identifying clusters among associated topics. Then, using content analysis methodology, a theoretical model was developed based on literature. Finally using multiple regression analysis, we validated the proposed model. The study establishes that cost, usefulness, trust, social influence, credibility, information privacy and responsiveness factors are more important to increase the usage satisfaction of mobile payments services. Also methodologically, this is an endeavour to validate a new approach which uses social media data for developing a inferential theoretical model.

由于多次有计划和无计划的事件，移动支付服务在印度的日常生活中变得越来越重要。本研究的目的是确定可以提高服务采用率的移动支付使用满意度的决定因素。通过结合技术采用和服务科学文献，提出并验证了“数字服务使用满意度模型”。首先，数据是根据标签和关键字从 Twitter 中提取的。然后使用情感挖掘和主题建模对大量文本进行分析。然后网络科学也被用于识别相关主题之间的集群。然后，使用内容分析方法，基于文献开发了一个理论模型。最后使用多元回归分析，我们验证了所提出的模型。该研究表明，成本、有用性、信任、社会影响、可信度、信息隐私和响应性因素对于提高移动支付服务的使用满意度更为重要。同样在方法上，这是一种努力验证一种使用社交媒体数据开发推理理论模型的新方法。