Young Users’ Continuance Intention to Use Smartphone-Based Payment Services: Analysing the Mediating Effect of Satisfaction

Mobile payment services have emerged as an alternative to cash payments and have become very popular among the youth because of their convenience and ubiquity. The revolution in communication and technology has motivated the youth to perform digital payment transactions through smartphones. However, the youth’s intention to continue the use of smartphone-based payment services (SBPS) is determined by various factors. Customer satisfaction is one of the important factors as it sustains the use of any product or innovation. Therefore, the present study intends to analyse the mediating effect of satisfaction on the relationship between continuance intention to use SBPS and its determinants. Primary data collected from 683 young SBPS users were analysed using PLS-SEM. The findings revealed that satisfaction positively mediates the relationship between trust, confirmation, social influence, facilitating conditions, habit and continuance intention to use SBPS. As customer satisfaction positively influences the continuance intention to use SBPS, the service providers must ensure their customers’ satisfaction for long-term survival in the ever-changing market environment.