Factors affecting the continuance intention of mobile payment services: a product-service systems perspective
by Ryun Hee Choi; Ohbyung Kwon
International Journal of Mobile Communications (IJMC), Vol. 20, No. 2, 2022

Abstract: With the increased use of mobile payment services, continuance intention, rather than adoption intention, becomes the focus. In addition, while the effects of mobile and payment characteristics on technology acceptance have been thoroughly studied, studies are lacking a focus on mobile payment services from the services perspective. The purpose of this study is to identify factors that affect the intention to continue to use mobile payment services, and to examine the service-related characteristics of such services based on PSS (product-service system) theory. In particular, we examine whether tangible and intangible values are useful parameters in investigating the relationships between continuance intention and mobile, payment, and service-related characteristics. The empirical results indicate that the service-related characteristics of mobile payment services with intangible value have a significant influence on the intention to continue to use them. We also utilise the concept of tangible and intangible value to explain the continuance intention more thoroughly than was done by earlier studies that were based on legacy technology acceptance models.

Online publication date: Mon, 14-Mar-2022

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