Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives

Retention of existing users is a crucial issue for mobile payment (m-payment) service providers. To determine the antecedents of m-payment loyalty, we developed a research model based on the Information System Success Model and the Stimuli-Organism-Response (SOR) framework, incorporating concepts of overall quality (information, service, and system quality), satisfaction, trust, and intimacy from both cognitive and affective perspectives. Empirical data were gathered from users who had prior m-payment experience, and the valid responses were used for analysis. The results show that m-payment loyalty is predicted directly by satisfaction and intimacy, and that intimacy, an accumulatively affective factor, is affected by trust. Satisfaction and trust, in turn, are determined by overall quality. Together, these results suggest that m-payment service providers should not only develop high-quality and technologically sophisticated products, but also value users' emotions as the important resource in strategic management.