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Unraveling User Switching Dynamics in P2P Mobile Payments: Investigating Satisfaction and Trust in a Duopoly Market

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  • Claudel Mombeuil

    (Rezo Inovasyon Edikatif Ayisyen (RINOVEDA), Mirebalais HT 5210, Haiti
    Faculté des Sciences Administratives, Université Notre Dame d’Haïti, Port-au-Prince HT 6110, Haiti)

  • Sadrac Jean Pierre

    (Rezo Inovasyon Edikatif Ayisyen (RINOVEDA), Mirebalais HT 5210, Haiti
    Faculté des Sciences Administratives, Université Notre Dame d’Haïti, UDERS de Hinche, Hinche HT 5110, Haiti)

Abstract

Research on users’ switching intentions in peer-to-peer (P2P) mobile payment systems, particularly in developing markets, remains limited. This study examines how two satisfaction dimensions, transaction-based satisfaction and experience-based satisfaction, influence switching intentions through two layers of trust: institution-based trust and disposition to trust. Grounded in Expectancy-Disconfirmation Theory, data from 529 users of Haiti’s leading P2P mobile payment platform were analyzed using structural equation modeling. Results show that while transaction-based satisfaction has minimal impact on switching intentions, experience-based satisfaction strengthens institution-based trust, which in turn significantly reduces switching intentions. These findings highlight the central role of institutional reliability in shaping post-adoption behavior in duopolistic and resource-constrained markets. The study extends satisfaction-trust theory to digital financial ecosystems and offers practical insights for improving user retention through sustained institutional credibility and long-term service reliability.

Suggested Citation

  • Claudel Mombeuil & Sadrac Jean Pierre, 2026. "Unraveling User Switching Dynamics in P2P Mobile Payments: Investigating Satisfaction and Trust in a Duopoly Market," FinTech, MDPI, vol. 5(1), pages 1-21, January.
    • Handle: RePEc:gam:jfinte:v:5:y:2026:i:1:p:7-:d:1836061
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