Role of Intrinsic and Extrinsic Factors Affecting Continuance Intentions of Digital Payment Services

Abstract

This paper examines the continual usage intentions of digital payments. It investigates the effects of perceived risk, quality of service, and grievance redressal structure on the Digital Payment Service continuation through the integration of the Expectation-Confirmation Model (ECM) with some of the most researched technology adoption models. The survey was conducted at two different time line, pre and post demonetization in India. The results of the study were compared to the model (pre demonetization in India), suggest that there is a control effect of ease of usage in experience, gender, and age. The effect of hedonic motivation on the desire to use is moderated by age, gender, and experience to a higher degree among young people in the early phases of digital payments also the effect of grievance redressal as a moderator variable was significant.