محددات نية الاستمرار في تبني خدمات الدفع عن طريق الهاتف المحمول: الدور المعدل لابتكارية العميل.

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Determinants of Continuance Intention to Adopt Mobile Payment Services: The Moderating Role of Customer Innovativeness.

Abstract

This study aimed to examine the role of the perceived quality dimensions (perceived information quality, perceived system quality, and perceived service quality) on customers' attitudes towards using mobile payment services. It also aimed to examine the role of perceived value dimensions (perceived usefulness, perceived ease of use, perceived transaction convenience, and perceived transaction speed) on customers' attitudes towards using mobile payment services, which in turn may affect continuance intentions of using these services. The study also investigated the moderating role of customer innovativeness among the study variables. The current study integrated the Mobile Technology Acceptance Model (MTAM) and the Information System Success Model (ISS) to build a study model. The sample size was 430 individuals from e-wallets customers in Dakahlia Governorate. The data were analyzed using the partial least squares structural equation modeling (PLS-SEM) method, based on the statistical program WarpPLS.7. The results concluded that there is a positive and significant effect of all dimensions of perceived quality and dimensions of perceived value on the customers' attitudes towards using mobile payment services. It also found that customer attitude positively affects continuance intentions toward using mobile payment services. In addition, the results showed that customer innovativeness moderates the effect of perceived quality and perceived value dimensions on customers' attitudes to using mobile payment services.

Keywords: Perceived quality, Perceived value, Customer attitude, Continuance intention, Mobile payment.