Determining factors of continuance intention in mobile payment: fintech industry perspective

Laksamana, Patria; Suharyanto, Suharyanto; Cahaya, Yohanes Ferry

doi:10.1108/apjml-11-2021-0851

Cited by 33 publications

(34 citation statements)

References 102 publications

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“…These results corroborate other studies on the connection between engagement and continuance intention (e.g. Gunawan et al, 2022;Hepola et al, 2020;Laksamana et al, 2022;Rahmansyah and Hati, 2020;Thakur, 2019). Moreover, these results support other studies on the relationship between delight and continuance intention (e.g.…”

Section: Discussionsupporting

confidence: 91%

“…Regarding e-commerce platforms, Gunawan et al (2022) discovered that customer engagement affects continuance intention. In the context of m-payment, Laksamana et al (2022) discovered that customer engagement, among other factors, has a significant positive influence on consumer continuance intention in the financial technology business. As such, the following hypothesis is presented:…”

Section: Customer Satisfaction and Customer Delightmentioning

confidence: 99%

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Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity

Elsotouhy

Mobarak

Dakrory

et al. 2023

IJBM

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PurposeDespite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m-payment for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction, engagement and delight as organisms, which then affects continuance intention toward using m-payment for donations (Sadaqah) as a response. Moreover, the study investigates the moderating role of Islamic religiosity.Design/methodology/approachUsing partial least squares structural equation modeling (PLS-SEM), a representative data sample of 419 Egyptian Muslims was analyzed to test hypotheses.FindingsThe findings revealed that all perceived quality constructs significantly positively affect customers' satisfaction. Customer satisfaction, in turn, positively affects customer engagement and delight. Moreover, customer engagement, delight and Islamic religiosity significantly positively affect continuance intention toward using m-payment for donations (Sadaqah). The findings also revealed that Islamic religiosity moderates the influence of customer engagement and customer delight on continuance intention toward using m-payment for donations (Sadaqah).Originality/valueThis is the first study to examine using m-payment for donations (Sadaqah) in an Islamic environment based on the S-O-R model.

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Section: Discussionsupporting

confidence: 91%

Section: Customer Satisfaction and Customer Delightmentioning

confidence: 99%

Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity

Elsotouhy

Mobarak

Dakrory

et al. 2023

IJBM

View full text Add to dashboard Cite

show abstract

“…Could be described as long-term connection that emphasizes on both interactivity and customer experience (Laksamana, Suharyanto, & Cahaya, 2022). In other words, this consumer engagement is explained as an eagerness of consumers to involve in business process that leads to positive or negative outcomes (Laksamana et al, 2022).…”

Section: Consumer Engagement (Ce)mentioning

confidence: 99%

Increasing e-loyalty of banking customers through customer trust and commitment

Cahaya

Mursitama

Hamsal

et al. 2023

IJAEFA

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This study intended in evaluating as well as validating the importance of customer trust and commitment in mediating the impact of omnichannel perceived value (OPV) and customer involvement on electronic loyalty at BUKU IV bank’s customers in Jabodetabek. Descriptive quantitative is the method used in this research with the assistance of a causal approach with a total sample of 245 respondents which were then analysed by PLS-SEM (Partial Least Square-Structural Equation Model). The results of this research found that omnichannel perceived value, as well as consumer engagement both partially and cooperatively, had positive and significant effect on the trust of Customers at BUKU IV banks in Jabodetabek, OPV, consumer engagement and trust of customers both partly or cooperatively have a positive and significant effect on the commitment of customer at BUKU IV Banks in Jabodetabek. Moreover, trust and commitment either partially or jointly have a positive and significant effect on e-loyalty of Banking customer at BUKU IV banks in Jabodetabek. The implication of this research reveals that in order to increase the e-loyalty of the customers, it requires boosting OPV, engagement of consumers, trust, and commitment of the customer.

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“…To increase the adoption of MPS, observability is crucial, which can be achieved through marketing and social influence (Yang et al, 2012;Laksamana et al, 2022). Individuals are more likely to try MPS if they are more exposed to potential offerings.…”

Section: Research Model and Hypothesesmentioning

confidence: 99%

The adoption of mobile payment services by millennials: the roles of smartphone addiction and situational variables

Shaw

Kesharwani

Doorn

et al. 2023

APJML

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PurposeThe increased usage of smartphones has made mobile payment services (MPS) popular among millennials, but it is uncertain if this shift in behavior is temporary due to situational factors like the pandemic or a long-term trend due to technological advances. This study uses the diffusion of innovation (DOI) literature to assess an integrated model including smartphone addiction, technology-related and consumer-related factors that influence consumers' intention to use MPS. It also explores the interplay of situational variables and smartphone addiction in shaping this relationship.Design/methodology/approachThe authors base the conceptual model on the theory of rational addiction and the theory of optimal flow. This model is then empirically validated through data collected from seven hundred users of MPS in India. Research hypotheses are tested using structural equation modeling and multi-group analysis.FindingsThe study finds that smartphone addiction has a positive impact on millennials' perceived advantages, compatibility, trialability and observability of MPS but does not significantly affect their perceived complexity or risk. The results also suggest that the relationship between smartphone addiction and MPS is moderated by situational factors. In low-priority situations, smartphone addiction strengthens millennials' perceptions and intentions to use MPS, while in high-priority situations, situational factors overshadow the impact of smartphone addiction.Originality/valueThe findings of the study enable organizations to capitalize on smartphone addiction-driven MPS adoption behavior to sustain long-term usage behavior by appropriately understanding the context/situation which drives MPS adoption.

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Determining factors of continuance intention in mobile payment: fintech industry perspective

Cited by 33 publications

References 102 publications

Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity

Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity

Increasing e-loyalty of banking customers through customer trust and commitment

The adoption of mobile payment services by millennials: the roles of smartphone addiction and situational variables

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