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

Maksym Koghut,Omar Ai-Tabbaa

doi:10.3390/admsci11010018

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.

Highlights

Despite being critical to continuous technology usage, information systems (IS) discontinuance research has received much less attention compared to the voluminous research on adoption and acceptance (Putri et al 2020; Recker 2016; Soliman and Rinta-Kahila 2020)
Contrary to some arguments in the IS literature focusing largely on enablers (e.g., Wixom and Todd 2005), claiming that object-based beliefs are generally poor predictors of behavioral intentions, and in contrast to previous research on mobile payment continuance intentions (Zhou 2013, 2014b), this study explored the direct impact of the predictors on discontinuance intention and empirically showed that negative object-based beliefs as artefact-related factors are likely to be directly predictive of usage intentions, showing a moderate prediction of the intentions
This study shows empirically that negative object-based beliefs as artefactrelated factors are likely to be directly predictive of usage intentions, showing a relatively strong prediction of the intentions

Summary

Introduction

Despite being critical to continuous technology usage, information systems (IS) discontinuance research has received much less attention compared to the voluminous research on adoption and acceptance (Putri et al 2020; Recker 2016; Soliman and Rinta-Kahila 2020). IS usage research has traditionally been positively oriented (Cenfetelli 2004), generally assuming that the inhibiting and enabling factors influencing technology usage as being the opposite sides of one dimension (Cenfetelli and Schwarz 2011), which may result in overlooking antecedents to technology continuance In this regard, mobile technologies, due to their mass adoption and dynamic nature of usage (e.g., low switching costs), represent a viable opportunity to study these issues at the micro level. Mobile payments comprise any payment for goods, services, or bills made via a mobile device such as smartphone or tablet computer through wireless communication networks such as mobile Internet or WiFi connections (Dahlberg et al 2008; Gao et al 2015) This type of payment is defined as remote m-payments in comparison to proximity payments that are based on different wireless technologies such as radio frequency identification or near field communication (Slade et al 2015; Zhou 2013). Compared to proximity m-payments, remote m-payments (thereafter m-payments) require more user engagement, effort, and time to complete purchase (Slade et al 2014, 2015) and of interest to this study

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Findings

Discussion

Conclusion