Does M-payment service quality and perceived value co-creation participation magnify M-payment continuance usage intention? Moderation of usefulness and severity

Abstract

PurposeDemonetization and pandemic-related restrictions in India propelled the usage of mobile payments (M-payments). The culture of online smartphone transactions is expected to rise over the coming years, even after things return to normal. This study aims to unveil the factors that escalate the satisfaction levels of M-payment users and eventually stimulate them to continue using M-payments for their daily activities.Design/methodology/approachThis study evaluated the intention to continue using M-payments for 710 users utilizing structural equation modeling and augmenting the technology acceptance model (TAM) as well as the expectation confirmation model (ECM). Mediation and moderation analysis examined the proposed model's direct and indirect relationships.FindingsThe findings unveil that perceived value co-creation participation, service quality and cognitive processing magnify user satisfaction, significantly escalating M-payment continuance usage intention. Perceived value co-creation participation and user satisfaction with M-payment partially mediate the linkage among the constructs. Furthermore, perceived usefulness strengthens the link, while perceived severity of security threats weakens the linkage between user satisfaction with M-payment and continuance usage intention.Research limitations/implicationsThe study's findings could benefit M-payment service providers, users, policymakers and the telecom industry to strengthen India's digital payment framework.Originality/valueThe perceived value co-creation participation and cognitive processing domain have not garnered much attention in the M-payment literature. The study strives to comprehend these constructs by widening the purview of TAM and ECM models. It also measures the moderating role of perceived severity of security threats and perceived usefulness to unfurl potential linkages between the identified constructs.

Craving Continuity: Unveiling the Impact of Integrating Information System Success and Expectation Confirmation Models on Sustained Use of Food Delivery Apps

“…The empirical findings of this study confirm the positive impact of perceived usefulness on both satisfaction and continuance intention in the context of food delivery apps. This corroborates existing research (Kumari & Biswas, 2023;Nguyen et al, 2023)that highlights perceived usefulness as a key determinant of consumer behavior in the digital realm. When users perceive an app as valuable and beneficial in fulfilling their needs, they are not only more satisfied with their experience but also more likely to continue using the platform.…”

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

“…Also, digital payment FinTech services should be made more widely available by the government to reduce corruption, boost productivity and promote financial inclusion, especially for the unorganized sector, and for this cashless transactions are promoted through the Digi Dhan Abhiyan project of the Ministry of Electronics and Information Technology. This programme aims to make digital payments more widely accepted in everyday financial transactions among consumers, small company owners and retailers, and the BHIM M-payment app, which is based on the unified payments interface, was established by the National Payments Corporation of India, to promote innovation and guarantee the secure and dependable operation of digital payment services (Kumari and Biswas, 2023). All this will build trust in potential users encouraging them to keep using digital payments for routine purchases.…”

Augmented reality is the new digital banking – AR brand experience impact on brand loyalty

“…Furthermore, feedback mechanisms underscore the bank's dedication to continuous improvement and customer satisfaction, collectively shaping a positive brand experience. Past research endeavours have delved into the exploration of brand experiences across diverse sectors, encompassing realms such as shopping, e-commerce, and tourism (Khan et al, 2016;Jerem ıas and Pena, 2021;Kumari and Biswas, 2023). These studies have highlighted that experiences unfurl over time, evolving in tandem with a consumer's engagement with a brand.…”

“…Past research endeavours have delved into the exploration of brand experiences across diverse sectors, encompassing realms such as shopping, e-commerce, and tourism (Khan et al. , 2016; Jeremías and Pena, 2021; Kumari and Biswas, 2023). These studies have highlighted that experiences unfurl over time, evolving in tandem with a consumer's engagement with a brand.…”