COVID-19 AND CONTINUANCE INTENTION TO USE MOBILE PAYMENT TECHNOLOGY
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Keywords

Mobile Payment Quality
Customer Satisfaction
Continuance Intention to Use
COVID-19

How to Cite

Alghamdi, M., & Basahel, S. (2021). COVID-19 AND CONTINUANCE INTENTION TO USE MOBILE PAYMENT TECHNOLOGY. International Journal of Human Potentials Management, 3(2), 1-18. Retrieved from http://abmjournal.org/index.php/ijhpm/article/view/43

Abstract

With the proliferation of mobile payments, it is a recognized need to study mobile payment users' post-adoption behavior, particularly during global emergencies such as Covid-19. This study is set out to explore the quality factors affecting customer satisfaction and the continued intention to use mobile payment while investigating Covid-19 as a moderator between customer satisfaction and continuance intention to use. For this purpose, the Information System Success model was used. An online survey has provided quantitative data from 197 participants in Saudi Arabia. The results show that there is a positive relationship between mobile payment quality and continuance intention to use. Moreover, the results have identified that Covid-19 has moderated the indirect relationship between mobile payment quality and continuance intention to use through satisfaction. It is clear from the findings that mobile payment service providers must provide high-quality factors (system, information, & service) in order to ensure users' continuance usage intention.

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