Chaw, Lee, Tang, Chun Meng, and Ali, Muhammad (2024) Driving factors behind mobile payment app users’ continuance intention: insights for service providers in Malaysia. Journal of Systems and Information Technology, 26 (2). pp. 212-233.

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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.

Item ID:	82870
Item Type:	Article (Research - C1)
ISSN:	1758-8847
Copyright Information:	2024 © Emerald Publishing Limited.
Date Deposited:	24 May 2024 06:55
FoR Codes:	46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460910 Information systems user experience design and development @ 50% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3503 Business systems in context > 350307 Technology management @ 30% 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460999 Information systems not elsewhere classified @ 20%
SEO Codes:	22 INFORMATION AND COMMUNICATION SERVICES > 2204 Information systems, technologies and services > 220499 Information systems, technologies and services not elsewhere classified @ 30% 22 INFORMATION AND COMMUNICATION SERVICES > 2204 Information systems, technologies and services > 220408 Information systems @ 50% 22 INFORMATION AND COMMUNICATION SERVICES > 2299 Other information and communication services > 229999 Other information and communication services not elsewhere classified @ 20%
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