Understanding the factors of mobile payment continuance intention: empirical test in Saudi Arabia

Abstract

Purpose: The objective of this study is to explore the determinants of individuals' intentions to continue utilize mobile payment services by examining integrated model of the constructs of the Technology Acceptance Model (TAM) (perceived ease of use and perceived usefulness) and the Theory of Planned Behavior (TPB) (attitude, subjective norm, and perceived behavioral control). Furthermore, the study investigates the relationship between user satisfaction and their intention to persist in using mobile payment.   Methodology: In this quantitative investigation, a sample of 474 mobile e-wallet users was surveyed online. Partial least squares structural equation modeling was employed for data analysis.   Findings: The study reveals that the constructs from the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and user satisfaction collectively influence users' intentions to use e-wallet services. Notably, the model demonstrates its ability to elucidate 59.1% of the variance in behavioral intention to continue utilizing e-wallets. Additionally, both user satisfaction and perceived behavioral control significantly impact the decision to persist in using e-wallets. The insights gleaned from this study can be leveraged by e-wallet stakeholders to inform strategic decisions within the e-wallet ecosystem.   Practical implications: The inclusion of TAM and TPB constructs enhances our understanding of e-wallet service utilization. These findings offer valuable insights for service providers, enabling them to tailor their marketing strategies more effectively, thereby ensuring customer satisfaction and continued e-wallet usage.   Originality: This study introduces a comprehensive and integrative approach to elucidate the factors influencing the sustained use of e-wallet services. By amalgamating two foundational adoptions above theories, it extends our understanding of mobile payment adoption dynamics.