A dedication-constraint model of consumer switching behavior in mobile payment applications

Abstract

Consumer switching behavior damages the market share and profitability of mobile payment application (MPA) providers. However, this issue has received scarce attention in the information systems discipline. Our study proposes a contextualized dedication-constraint model of consumer switching behavior of MPAs. By conducting an online survey of 973 MPA consumers, we find that platform leadership, service leadership, technology leadership, and affective commitment are key dedication-based factors, which reduce switching behavior. Meanwhile, personalization costs, learning costs, uncertainty costs, and calculative commitment are important constraint-based factors, which decrease switching behavior. Our empirical findings have significant implications for research and practice on switching behavior.