The Relationships among Service Quality, Trust, User Satisfaction and Post-adoption Intentions in M-payment Services

Abstract

The major interest of businesses is continued usage of services, which is sustainable in the long-term. Surprisingly, post-adoption usage of technology has seldom received attention from researchers, particularly within the context of mobile payment services although this component is considered the most significant element as it translates into user’ retention rates, culminating into loyalty towards the service provider. This study addressed the knowledge gap in the area of M-payment post-adoption in general and also in South Africa, specifically. The purpose of this study therefore, was to fill this void by examining the influence of service quality on continuance intentions and the mediating role of M-payment trust and user satisfaction. The study followed a quantitative survey approach in which data were collected from a sample of 269 experienced M-payment users based in South Africa. Five hypotheses were posited and a model was tested using Structural Equation Modelling software LISREL to ascertain the model fit. The study provides strong support for positive and significant relationships between service quality with trust (p<.01) while the existence of statistically significant relationships’ were also noted between the latter with user satisfaction (p<.05). However, the study could not corroborate the significance of the service quality and satisfaction path. In addition, both trust (p<.10) and satisfaction (p<.01) demonstrated positive and significant influence on the users’ decision to continue using M-payment services. As such, service providers can improve service quality and trust components with a view to improve the experiences of M-payment users, further promoting continuance usage.

DOI: 10.5901/mjss.2014.v5n23p165