Abstract
ABSTRACT The concept of a cashless society has received increasing attention due to the prevalence of cashless transactions and the circulation of digital currency. The benefit of a cashless society is that mobile payment allows efficient, convenient, transparent, and traceable transactions. This study examined the influence of switching costs on customer satisfaction, stickiness, and intention to switch to mobile payment services. We also studied the effect of financial literacy on mobile payment services. Self-efficacy is irrelevant for experienced mobile payment users in terms of customer satisfaction and stickiness. Financial switching costs and self-efficacy (procedural switching costs) have no influence on user satisfaction and stickiness toward mobile payment services, whereas risk tolerance (procedural switching costs) and social influence (relational switching costs) positively influence these two factors. User stickiness partially mediates the relationship between user satisfaction and users’ switching intention toward mobile payment services. Our findings can help mobile payment enterprises focus on operational strategies and enhance the reputation of social networks to increase user satisfaction.
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