Continuance intention to use smartphone-based payment services: the role of pre-adoption expectancies, usage experience, and conventional inhibitions

The availability of innovative payment services and the growing popularity of smartphone-based payment services (SBPS), particularly among youth, recognise India's potential to emerge as less cash or cashless economy in the near future. The influence of pre-adoption expectancies, usage experience, and conventional inhibitions on Indian youth's continuance intention to use SBPS has been investigated by integrating both adoption (UTAUT2) and post-adoption (ECM) models. PLS-SEM results show that satisfaction and facilitating conditions significantly influence continuance intention to use SBPS, whereas conventional inhibitions do not. Trust, habit, confirmation, facilitating conditions, and price value are the significant contributors to customer satisfaction. The outcome of the study reiterates the importance of strengthening the payment infrastructure and ensuring satisfaction so as to motivate young users to continue using SBPS.