Title: What drives continuous intentions towards mobile payment services: probing the users' psychology from information quality, service quality, and system quality perspective

Authors: Shani Kumar; Sonia Chawla

Addresses: Department of Humanities and Management, Dr. B.R. Ambedkar National Institute of Technology, Jalandhar, 144008, India ' Department of Humanities and Management, Dr. B.R. Ambedkar National Institute of Technology, Jalandhar, 144008, India

Abstract: Existing user retention is critical for mobile payment service (MPS) providers. This research investigates factors influencing customer willingness to use mobile payment services (MPS) through the stimuli-organism-response (SOR) framework. It analyses information quality (IQ), service quality (SerQ), system quality (SQ), satisfaction, and trust as determinants of continuous intention for mobile payments. A sample of 563 Indian consumers is assessed using a mixed-method approach of partial least square-structural equation modelling (PLS-SEM) and fuzzy set qualitative comparative analysis (fsQCA) to ensure robustness and practical insights. The results identify trust and satisfaction as essential prerequisites for developing continuous intention toward MPS. System quality emerges as the primary determinant of satisfaction and trust, followed by information quality and service quality. These findings underscore the importance for MPS providers to deliver high-quality, technologically advanced solutions while nurturing consumer emotions.

Keywords: stimuli-organism-response framework; SOR; quality; satisfaction; trust; continuance intention; fuzzy set qualitative comparative analysis; fsQCA; mobile payment service; MPS.

DOI: 10.1504/IJICBM.2026.152301

International Journal of Indian Culture and Business Management, 2026 Vol.37 No.3, pp.395 - 414

Received: 10 Nov 2023
Accepted: 27 Nov 2023
Published online: 16 Mar 2026 *

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