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

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  • Maksym Koghut

    (Kent Business School, University of Kent, Canterbury CT2 7NZ, UK)

  • Omar AI-Tabbaa

    (Kent Business School, University of Kent, Canterbury CT2 7NZ, UK)

Abstract

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 were collected from 254 current users in the UK and the 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.

Suggested Citation

  • Maksym Koghut & Omar AI-Tabbaa, 2021. "Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study," Administrative Sciences, MDPI, vol. 11(1), pages 1-33, February.
    • Handle: RePEc:gam:jadmsc:v:11:y:2021:i:1:p:18-:d:502474
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    References listed on IDEAS

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    Cited by:

    1. Zhong, Junying & Chen, Tiao, 2023. "Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Jeong, Donga & Lee, Sang Woo, 2024. "Subscription Cancellation in OTT Multihoming Users: An Exploratory Study Based on Experienced Benefits and Behavioral Costs," 24th ITS Biennial Conference, Seoul 2024. New bottles for new wine: digital transformation demands new policies and strategies 302519, International Telecommunications Society (ITS).

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