Role of Intrinsic and Extrinsic Factors Affecting Continuance Intentions of Digital Payment Services
This paper examines the continual usage intentions of digital payments. It investigates the effects of perceived risk, quality of service, and grievance redressal structure on the Digital Payment Service continuation through the integration of the Expecta
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, Parijat Upadhyay1, Sujeet K. Sharma2, and Prashant Gupta2
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IMT Nagpur, Nagpur, India [email protected] IIM Tiruchirappalli, Tiruchirappalli, India
Abstract. This paper examines the continual usage intentions of digital payments. It investigates the effects of perceived risk, quality of service, and grievance redressal structure on the Digital Payment Service continuation through the integration of the Expectation-Confirmation Model (ECM) with some of the most researched technology adoption models. The survey was conducted at two different time line, pre and post demonetization in India. The results of the study were compared to the model (pre demonetization in India), suggest that there is a control effect of ease of usage in experience, gender, and age. The effect of hedonic motivation on the desire to use is moderated by age, gender, and experience to a higher degree among young people in the early phases of digital payments also the effect of grievance redressal as a moderator variable was significant. Keywords: Digital payment services Continuance intentions behavior Expectation-confirmation model Demonetization
1 Introduction The digital payment service is a financial service that has reported gaining popularity in emerging economies. It is essential to study digital service quality, perceived usefulness (PU) of the service, and perceived security of the financial service to explore the loyalty and retention attributes for digital payment services, This study attempts to investigate young consumers’ perception of the continual usage of digital Payment services. The study is focused on young and mature end-users. The effects of perceived security, quality of service, and grievance redressal structure on the continuation intention of digital Payment services in emerging markets (Chemingui and lallouna 2013; Chen 2013; Vlachos and Vrechopoulos 2008) has been explored in this study. This paper has attempted a longitudinal study to identify the factor(s) affecting continual usage intention of services like digital Payments (M Payment), which has not been reported before by any researcher. Also, the moderating effects of age, gender, and experience on usage intention have been investigated in this study, which is not available in published literature. © IFIP International Federation for Information Processing 2020 Published by Springer Nature Switzerland AG 2020 S. K. Sharma et al. (Eds.): TDIT 2020, IFIP AICT 618, pp. 544–555, 2020. https://doi.org/10.1007/978-3-030-64861-9_48
Role of Intrinsic and Extrinsic Factors
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The adoption of platform-based (mainly digital) services is expected to witness exponential growth in the near future, particularly in countries where the government intervention has been inadequate. The rate of adoption has been encouraging, and so many new-age start-up companies have built their business models based on digital Payments. It is also projected that young consumers (in the 18–30 age group) would primarily fuel this growth through increased adoption. Though there has b
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