Understanding the Factors Influencing Actual Usage of Payments Banks: An Empirical Investigation Using the Extended Information Systems Success Model

Abstract

This study aims to elucidate the factors that affect users’ intention to use payments bank services in India. The research model focuses on closing the gap between the intention to use and the actual usage of payments banks by integrating various quality dimensions with the trust and reputation of service provider. The research model was tested and validated using the partial least squares, which was performed on the data of 393 Indian users. SmartPLS software version 3.2.8 has been used in the current study. The results revealed that satisfaction and intentions to use have a significant effect on actual usage. The reputation of service provider, service quality and trust are the major constructs that significantly affect satisfaction and users’ intention to use payments banks. To make the consumers adopt the payments banks, they need to be satisfied, which can further lead to the actual usage. As payments banks are at a nascent stage, the reputation of service provider and trust are the most influential antecedents to the satisfaction and intention of users. Additionally, it is very pertinent for the service providers to use modern and safe technology to enhance their trust. Furthermore, personalized services for grievances redressal should be used to ensure the proper service and information being delivered to the user.