The Impact of Mobile Payment Application Design and Performance Attributes on Consumer Emotions and Continuance Intention

Bibliographic Data

ID3401513
AuthorsUntung Rahardja (0000-0002-2166-2412, Universitas Muhammadiyah Tangerang), Claudia Teresa Sigalingging (University of Indonesia), Panca O Hadi Putra (0000-0003-4281-3731, University of Indonesia, corresponding author), Achmad Nizar Hidayanto (0000-0002-5793-9460, University of Indonesia), Kongkiti Phusavat (0000-0002-2283-1118, Kasetsart University)
Year2023
Volume13
Issue1
Publication date2023-01-01
Open AccessYes
TypeARTICLE
VenueSAGE Open (JOURNAL)
Journal identifiersISSN: 2158-2440 • E-ISSN: 2158-2440
PublisherSAGE Publications Inc (PUBLISHER)
DOI10.1177/21582440231151919
OpenAlexW4361852358
LanguageEN
Citations received6
References cited48

This study examines a chain of impact of a mobile payment user experience on consumers' emotions and, consequently, on continuance intention. The examined factors influencing user experience include application design attributes (i.e., user interface attractiveness, privacy and security, and convenience) and application performance attributes (i.e., compatibility, ease of use, relative advantage, and service quality). The study is conducted in the context of a popular mobile payment application named Go-Pay in a developing country, Indonesia. Data are obtained via an online survey of 1,275 mobile payment users that are then analyzed using covariance based-structural equation modeling. The analysis shows that application design attributes, such as privacy and security as well as convenience, are factors that shape users' negative emotions; conversely, the performance attributes of compatibility, relative advantage, and service quality affect users' positive emotions. Both negative and positive emotions contribute to increasing continuance intention in using mobile payment services. In this regard, the positive emotion is the most significant factor influencing users to continue using mobile payment services. Research in the field of mobile payment has mostly assessed consumer acceptance of mobile payment technology, whereas research focusing on continuous intention to use mobile payment is still limited. Our findings provide a new perspective on the loyalty in using mobile payment by examining the part of the user experience represented by the design and performance of applications, which affect positive and negative emotions, and have also been shown to influence user loyalty behavior

Business · Continuance · Internet privacy · Loyalty · Mobile commerce · Mobile payment · Payment · Service quality · Structural equation modeling · World Wide Web · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Social Psychology · Technology Adoption and User Behaviour · Marketing

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