Applied Fin ance | Journals | Books and Articles

The IUP Journal of Applied Finance

Continuance Intention Determinants of Mobile Fintech Payment Services: A Study on IT Professionals in Kerala

Article Details

Pub. Date	: Jan, 2024
Product Name	: The IUP Journal of Applied Finance
Product Type	: Article
Product Code	: IJAF050124
Author Name	: Anumol M V and Joji Alex N
Availability	: YES
Subject/Domain	: Finance
Download Format	: PDF Format
No. of Pages	: 17

Price

Download

Abstract

This study aims to determine the factors influencing IT professionals' decision to continue using mobile fintech payment services (MFPS) and their propensity to recommend the technology. It focuses on the factors contributing to customer satisfaction, including post-adoption perceived trust, post-adoption perceived usefulness and post-adoption perceived interface quality and its influence on continuance intention. The study also investigates the influence of herd behavior on MFPS continuance intention and its effect on recommendation behavior. Using data from IT professionals in Kochi, Kerala, India, the study finds that post-adoption perceived trust, post-adoption perceived usefulness and post-adoption perceived interface quality significantly affect satisfaction, and that satisfaction significantly associates with intention to continue MFPS, and behavior to recommend. The results show that continuance intention leads to recommendation behavior, and also mediates the relation between satisfaction and recommendation behavior. The study rejects the hypothesis that herd behavior positively influences fintech continuance intention. The findings suggest that service providers must deliver services that satisfy customers, create trust in the technology, and improve its usefulness to encourage continued usage and recommendation. The study's findings are useful for fintech companies seeking to increase customer satisfaction and foster the adoption of their services.

Introduction

Fintech is a new phenomenon that combines financial services and technology with multiple meanings and dimensions (Iman, 2020). Fintech evolution in India includes digital payment, cryptocurrency, personal wealth management, and trading. Fintech development has been driven by demonetization, the Digital India initiative, IOT developments, and economic shocks. In response to customers' preference for convenient, user-friendly, and cost-effective financial services, many financial service providers are turning to fintech-enabled digital financial services (Lim et al., 2019; and Jain and Raman, 2022).

Mobile fintech payment services (MFPS) refer to fintech solutions that allow individuals to perform financial transactions through their mobile devices, such as smartphones or tablets. These services enable users to make payments, transfer money, and manage their finances using their mobile devices, often with the help of digital wallets or mobile banking apps. For example, services like PayPal, Apple Pay, and Google Wallet are becoming