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Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study

Koghut, Maksym, Al-Tabbaa, Omar (2021) Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study. Administrative Science, 11 (1). Article Number 18. E-ISSN 2076-3387. (doi:10.3390/admsci11010018) (KAR id:86702)

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Despite being critical to continuous technology usage, research on remote mobile payments (m-payments) post-adoption usage has received much less attention. Furthermore, information systems usage research has traditionally been positively oriented, generally assuming that the inhibiting and enabling factors influencing technology usage as being the opposite sides of one dimension, which may result in overlooking antecedents to technology continuance. Therefore, this study aims to explore the inhibiting factors that may directly influence customers’ intention to discontinue m-payments during post-adoption usage. Drawing on behavioral theories, information systems and marketing research this study explores the inhibiting factors directly influencing consumers’ intentions to discontinue using m-payments. Survey data was collected from 254 current users in the UK and PLS-SEM technique is employed to test hypotheses. The results show that poor quality of system, information, and service, as usage inhibitors, directly influence consumers’ discontinuance intentions. Importantly, usage frequency is found to have no moderating effect on the inhibitors of continuance intention, supporting the notion about different and asymmetric effects that negative factors can have on technology usage compared to positive ones. This interesting finding suggests that negative user experience will have different and asymmetric effects on intentions to use m-payments than positive user experience.

Item Type: Article
DOI/Identification number: 10.3390/admsci11010018
Subjects: H Social Sciences
Divisions: Divisions > Kent Business School - Division > Department of Marketing, Entrepreneurship and International Business
Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Omar Altabbaa
Date Deposited: 21 Feb 2021 11:50 UTC
Last Modified: 04 Jul 2023 14:44 UTC
Resource URI: (The current URI for this page, for reference purposes)

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