Does Satisfaction Leads to Continuance Usage Intention? The influence of Service Quality and Cognitive Processing towards M-Payment

Grace Felicia Djayapranata, Andhy Setyawan

Rapidly evolving technology is changing consumer behavior patterns, which demand convenience, speed, and mobility in services. This has forced businesses to shift to online-based services. Payment service providers face demands to deliver high-quality services focusing on performance and user satisfaction (Hossain & Mahmud, 2016; Tenison et al., 2016). Innovations such as adding discounts and convenience features are strategies to fulfill this need. However, without sufficient cognitive ability, users may be reluctant to utilize such technologies, reducing the impact of innovations on increasing the number of users (Bharti et al., 2014; Piligrimiene et al., 2015). Barriers to cash payments include security issues, record-keeping difficulties, and lack of transparency (Setor et al., 2021; Singh & Bhattacharya, 2017; Yi & Gong, 2013). Digital payments through M-payments can address these issues (Oyewole et al., 2013; Yi & Gong, 2013). Previous studies used TAM and ECM to understand user satisfaction, service quality, and intention to continue using (Chiu et al., 2019; Szymanski & Hise, 2000). However, studies on the participation of value creation and cognitive processes in M-payments are limited (Chiu et al., 2019; Szymanski & Hise, 2000). Therefore, this study attempts to integrate these factors into the TAM and ECM models to understand better the factors that influence users' intention to continue using M-payments. This research used a survey conducted by distributing online questionnaires. SEM was used to analyzed this study.

2024/06/15

M-Payment, Cognitive Processing, Continuance Usage Intention, User Satisfaction, Service Quality

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60

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

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