Understanding mobile payment users’ continuance intention: a trust transfer perspective

Abstract

Purpose The purpose of this paper is to investigate the mechanism of building trust during the transition from online payment to mobile payment, as well as to examine the effect of trust on the satisfaction and continuance intention of mobile payment users. Based on trust transfer theory, this study proposes that trust in online payment (i.e. trust in source) and two source-target relationship factors, namely, perceived similarity and entitativity, affect trust in mobile payment (i.e. trust in target). In turn, the resulting trust influences user satisfaction and continuance intention toward mobile payment in an online-mobile payment context. Design/methodology/approach The model was empirically tested on data collected from 219 mobile payment users of a famous payment enterprise in China. Findings The results indicated that the trust transfer process positively influences the continuance intention of mobile payment through satisfaction. Satisfaction is an important factor affecting continuance intention. Moreover, trust in online payment, perceived similarity, and perceived entitativity between online and mobile payments can positively influence trust in mobile payment. Originality/value This study investigates the post-adoption usage of mobile payment from the trust transfer perspective. It focuses on the trust-building process and emphasizes the importance of trust on the continuance intention toward mobile payment in an online-mobile payment context.