Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: an investigation using the electronic technology continuance model

Abstract

This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding the use of mobile payment applications (MPAs). It developed and validated the electronic technology continuance model (e-TCM) integrating a psychological factor (perceived threats), e-satisfaction, circumstantial factor (perceived anxiety), and the dimensions of quality. Using a questionnaire, data was collected from 455 respondents and analyzed using structural equation modeling. The influences of information quality, service quality, system quality, perceived usefulness, and confirmation on both e-satisfaction and continuance intention are found positive. However, perceived threats and perceived anxiety do not influence e-satisfaction but influence continuance intention. Moreover, e-satisfaction positively impacts continuance intention and e-loyalty; and continuance intention positively impacts e-loyalty. This research evidences the roles of perceived threat, e-satisfaction, perceived anxiety, and the dimensions of quality on customers’ e-satisfaction, continuance intention and e-loyalty, using the integrated framework comprising the health belief model, expectation–confirmation model, and information systems success model. The findings of this research can guide MPA services providers, online businesses, industry analysts, suburban consumers, and respective government authorities when MPA usage is concerned during any unprecedented crisis such as the COVID-19 pandemic.