Mobile payment service quality: a new approach for continuance intention

Abstract

Purpose

This paper assesses the continuance intention (CI) for mobile-based payment (M-payment) services following the COVID-19 pandemic by combining the self-efficacy construct with the electronic service quality model.

Design/methodology/approach

This exploratory, cross-sectional research employs qualitative and quantitative research methods; specifically, a questionnaire and interviews. A total of 403 Jordanian participants completed valid questionnaires. Mediation and moderation evaluations assessed the M-payment service quality (MPSQ), self-efficacy and health concerns (HC) to determine CI.

Findings

The results verify the significance of MPSQ and self-efficacy in developing CI and show the mediating influence of self-efficacy between MPSQ and CI. Moreover, HC negatively impact the self-efficacy/CI link.

Practical implications

This research benefits M-payment service providers seeking to secure customer loyalty via improved M-payment services. The behavioral intention investigation will provide rich information about potential customers' CI and illuminate areas for development.

Originality/value

This research makes an original contribution to the existing M-payment literature by investigating the impact of customers' perception of service quality on their CI to utilize M-payment services, balanced with self-efficacy and HC.

Citation

Hijazi, R., Abu Daabes, A. and Al-Ajlouni, M.I. (2023), "Mobile payment service quality: a new approach for continuance intention", International Journal of Quality & Reliability Management, Vol. 40 No. 8, pp. 2019-2038. https://doi.org/10.1108/IJQRM-05-2022-0151