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The world of retail is very dynamic and interesting. The evolution of retail as an industry withholds immense richness in terms of research literature. This study has adopted a review research design to study the retailing literature of last two decades. The bibliometric database Scopus was used to extract the list of studies. The central constructs considered for the study are service quality (SQ), customer satisfaction (CS), and customer delight (CD). A systematic literature review approach was undertaken along with PRISMA framework. Multiple rounds of screening were done to finalize a total of 92 documents for the review. To identify, evaluate, and study various themes and variables related to the central constructs, several research tools were used like network analysis, temporal analysis, citation analysis, and mind maps. The findings of the study would help both retail researchers and practitioners to understand consumer behavior concerning retail sector and devise the future course of action to develop higher levels of customer loyalty and retention.

Purpose:  The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success.   Theoretical framework:  Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention.   Design/methodology/approach:  Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling.   Findings:  The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in explaining the relationship between confirmation and continuance intention towards digital payment.   Research, Practical & Social implications:  The findings help financial service providers to understand the significance of meeting customer expectation and satisfying their need by enhancing perceived experience and usefulness, leading to favourable attitude towards digital payment and continuance intention.   Originality/value:  This study was based on MECM and contributing to the limited body of research on continuance intention towards digital payment. Furthermore, the role perceived experience was examined to establish the relationship between confirmation and continuance intention along with other variables like perceived usefulness and satisfaction.

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