Examining the Determinants of Continuance Intention to Use Mobile Payment Service

  • Ihsan Atmaji Bina Nusantara University, Indonesia
  • Viany Utami Tjhin Bina Nusantara University, Indonesia
DOI: 10.51519/journalisi.v4i4.371
Keywords: Mobile Payment, Service Quality, Security, Trust, Continuance Intention

Abstract

Innovation in finance and advances in payment sytems are very important to boost remittances and encourage the successful development of electronic businesses around the world. Thus, many leading companies use mobile payment services to improve the customer experience of their customers. This study aims to identify the factors that influence consumers to continue using mobile payment in Indonesia. Several influencing factors include Service Quality, Perceived Ease of Use, Security, Perceived Usefulness, and Trust. This research was conducted in Madiun City, one of the big cities in Indonesia, with a total of 176 respondents. The study results can help mobile payment companies understand factors that are relevant to increasing volume usage in the context of merchants. The findings of this research is Continuance Intention influenced by Trust. Trust is significantly influenced by the independent variables such as Service Quality, Perceived Ease of Use, Security, and Perceived Usefulness. However, perceived risk has no significant effect on continuance intention. Therefore, mobile Payment service providers should be able to implement action plans related to the quality of their services, user experience to customers, security of an application, and the functions and features implemented by a Mobile Payment. Hopefully those things will generate trust in customers to continue to use Mobile Payment services.

Downloads

Download data is not yet available.

References

Lesmana AN, Sfenrianto. Analysis of acceptance of mobile payment as an alternative transaction of parking payment. J Theor Appl Inf Technol. 2019;97(9).

. Bank Indonesia. Elektronifikasi [internet]. 2020 [cited 2021 Aug 9] Available from: https://www.bi.go.id/id/fungsi-utama/sistem-pembayaran/ritel/elektronifikasi/default.aspx

. Burhan, F. A. Rapor ShopeePay, GoPay, LinkAja 2020: Transaksi Kuliner – Donasi Naik [internet]. 2021 [cited 2021 Aug 21] Available from: https://katadata.co.id/desysetyowati/digital/600a665262231/rapor-shopeepay-gopay-linkaja-2020-transaksi-kuliner-donasi-naik

Gia-Shie Liu, Pham Tan Tai. A Study of Factors Affecting the Intention to Use Mobile Payment Services in Vietnam. Econ World. 2016;4(6).

Talwar S, Dhir A, Khalil A, Mohan G, Islam AKMN. Point of adoption and beyond. Initial trust and mobile-payment continuation intention. J Retail Consum Serv. 2020 Jul 1;55.

Seannery G, Gui A. Mobile Payment Continuance Usage Intention in Indonesia. 2021 25th Int Conf Inf Technol IT 2021. 2021;(February):25–8

. Handarkho, Y. D. (2021). Understanding mobile payment continuance usage in physical store through social impact theory and trust transfer. Asia Pacific Journal of Marketing and Logistics, 33(4), 1071–1087. https://doi.org/10.1108/APJML-01-2020-0018

Shao Z, Zhang L, Li X, Guo Y. Antecedents of trust and continuance intention in mobile payment platforms: The moderating effect of gender. Electron Commer Res Appl [Internet]. 2019;33:100823. Available from: https://doi.org/10.1016/j.elerap.2018.100823

Liébana-Cabanillas F, Singh N, Kalinic Z, Carvajal-Trujillo E. Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach. Inf Technol Manag [Internet]. 2021;22(2):133–61. Available from: https://doi.org/10.1007/s10799-021-00328-6

Hwang Y, Park S, Shin N. Sustainable development of a mobile payment security environment using fintech solutions. Sustain. 2021;13(15):1–15.

Hair JF, Sarstedt M, Hopkins L, Kuppelwieser VG. Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. Eur Bus Rev. 2014;26(2):106–21.

Yuan S, Liu L, Su B, Zhang H. Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives. Electron Commer Res Appl. 2020;41(July 2019).

Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256

Islam, T., Saif-Ur-Rehman, Abid, C. M. S., & Ahmer, Z. (2020). How perceptions about ease of use and risk explain intention to use mobile payment services in Pakistan? The mediating role of perceived trust. Pakistan Journal of Commerce and Social Science, 14(1), 34–48.

Park, J., Amendah, E., Lee, Y., & Hyun, H. (2019). M-payment service: Interplay of perceived risk, benefit, and trust in service adoption. Human Factors and Ergonomics In Manufacturing, 29(1), 31–43. https://doi.org/10.1002/hfm.20750

Maureen Nelloh, L. A., Santoso, A. S., & Slamet, M. W. (2019). Will users keep using mobile payment? It depends on trust and cognitive perspectives. Procedia Computer Science, 161, 1156–1164. https://doi.org/10.1016/j.procs.2019.11.228

Singh, N., & Sinha, N. (2020). How perceived trust mediates merchant’s intention to use a mobile wallet technology. Journal of Retailing and Consumer Services, 52(June 2019), 101894. https://doi.org/10.1016/j.jretconser.2019.101894

Tang YM, Chau KY, Hong L, Ip YK, Yan W. Financial innovation in digital payment with wechat towards electronic business success. J Theor Appl Electron Commer Res. 2021;16(5):1844–61.

Published
2022-11-14
Abstract views: 1467 times
Download PDF: 905 times
How to Cite
Atmaji, I., & Tjhin, V. (2022). Examining the Determinants of Continuance Intention to Use Mobile Payment Service. Journal of Information Systems and Informatics, 4(4), 879-896. https://doi.org/10.51519/journalisi.v4i4.371
Issue
Vol 4 No 4 (2022): Journal of Information Systems and Informatics
Section
Articles
  1. I certify that I have read, understand and agreed to the Journal of Information Systems and Informatics (Journal-ISI) submission guidelines, policies and submission declaration. Submission already using the provided template.
  2. I certify that all authors have approved the publication of this and there is no conflict of interest.
  3. I confirm that the manuscript is the authors' original work and the manuscript has not received prior publication and is not under consideration for publication elsewhere and has not been previously published.
  4. I confirm that all authors listed on the title page have contributed significantly to the work, have read the manuscript, attest to the validity and legitimacy of the data and its interpretation, and agree to its submission.
  5. I confirm that the paper now submitted is not copied or plagiarized version of some other published work.
  6. I declare that I shall not submit the paper for publication in any other Journal or Magazine till the decision is made by journal editors.
  7. If the paper is finally accepted by the journal for publication, I confirm that I will either publish the paper immediately or withdraw it according to withdrawal policies
  8. I Agree that the paper published by this journal, I transfer copyright or assign exclusive rights to the publisher (including commercial rights)