Driving factors behind mobile payment app users’ continuance intention: insights for service providers in Malaysia
Journal of Systems and Information Technology
ISSN: 1328-7265
Article publication date: 16 April 2024
Issue publication date: 7 May 2024
Abstract
Purpose
As the competition to retain current and attract new mobile payment app users intensifies, meeting users’ needs has become fundamental for mobile payment app service providers to stay competitive. This study aims to investigate the relationship between users’ needs, users’ attitude towards mobile payment apps and users’ continuance intention to use mobile payment apps.
Design/methodology/approach
Following an exploratory sequential mixed methods research design, this study first conducted three focus groups in the qualitative phase to investigate issues or concerns faced by current users of mobile payment apps. The study then conducted an online questionnaire survey in the quantitative phase to collect responses from users of mobile payment apps. Partial least squares structural equation modelling was used to analyse 110 valid responses.
Findings
Findings show that usefulness (modelled as a second-order reflective construct consisting of three first-order reflective constructs, i.e. ease of use, acceptability and responsiveness), traceability and security had a statistically significant relationship with attitude towards mobile payment apps (which in turn had a statistically significant relationship with continuance intention to use mobile payment apps). It was also found that attitude towards mobile payment mediated the relationships between usefulness, traceability and security; and continuance intention to use mobile payment apps.
Practical implications
The findings of this study can help mobile payment app service providers and developers design apps that offer the functions and features that their users need.
Originality/value
Although some recent studies have investigated the adoption of mobile payments in the Malaysian context, few of these studies examined current users’ continuance intention to use mobile payment apps.
Keywords
Acknowledgements
The authors would like to thank the reviewers for their constructive feedback, which was very helpful in improving the paper.
Disclosure statement: The authors have no conflicts of interest to declare that are relevant to the content of this article.
Citation
Chaw, L.Y., Tang, C.M. and Ali, M. (2024), "Driving factors behind mobile payment app users’ continuance intention: insights for service providers in Malaysia", Journal of Systems and Information Technology, Vol. 26 No. 2, pp. 212-233. https://doi.org/10.1108/JSIT-03-2023-0043
Publisher
:Emerald Publishing Limited
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