Quality, Satisfaction, and Continuance Usage Intention of Mobile Payment Services in South Korea
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This study investigates how different dimensions of quality affect user satisfaction and trust, and how these, in turn, influence users’ intention to continue using Mobile Payment Services (MPS) in South Korea. Combining the Information-System-Service Quality (ISS) and Stimulus-Organism-Response (SOR) models, we explore the cognitive mechanisms that shape users’ post-adoption behaviours. Our findings show that the system and service quality of MPS significantly contribute to user satisfaction, which positively influences the intention to continue using these services. Our results offer insights for MPS providers in South Korea to better tailor their services to market needs and highlight the need for policymakers to establish inclusive legal frameworks that enhance user security and support the technological standards of MPS platforms.
Abstract
This study investigates how different dimensions of quality affect user satisfaction and trust, and how these, in turn, influence users’ intention to continue using Mobile Payment Services (MPS) in South Korea. Combining the Information-System-Service Quality (ISS) and Stimulus-Organism-Response (SOR) models, we explore the cognitive mechanisms that shape users’ post-adoption behaviours. Our findings show that the system and service quality of MPS significantly contribute to user satisfaction, which positively influences the intention to continue using these services. Our results offer insights for MPS providers in South Korea to better tailor their services to market needs and highlight the need for policymakers to establish inclusive legal frameworks that enhance user security and support the technological standards of MPS platforms.