Investigating Factors That Determine Continuous Intention Behaviour To Use Mobile Payment Services In Malawi

EasyChair Preprint no. 2110

Abstract

Mobile payments usage is low in Malawi and there are many limitations to encourage users to continuously use mobile payments. The purpose of this research was to examine determinants of continuous intention to use mobile payments in Malawi. A quantitative method using the survey approach was used. TAM 3 model was used and seamlessness was added as one of the predictors of the inner model. Data analysis followed Structural Equation Modeling Partial Least Squares using SmartPLS software. The model showed very high levels of internal consistency reliability (CR values > 0.7). Validity was confirmed (AVE > 0.5 and indicator reliability >0.4). There were no collinearity issues (VIF < 5 and Tolerance Values > 0.2). Society norms showed significance in explaining continuous intention (p=0.012). Seamlessness was also found to be significant in explaining satisfaction (p=0.002) and society norms (p=0.001). Seamlessness and service quality were found to have significantly negative effects on satisfaction. The findings of this research provide a guideline for improvements to existing mobile payments systems as well as business models, marketing strategies and customer engagement. Regulators will also find the findings of this study to be very insightful in advancing the mobile payments agenda in Malawi.

Keyphrases: Continuous intention, Mobile Payments, PLS-SEM, seamlessness, TAM

@Booklet{EasyChair:2110,
  author = {Jones Ntaukira and James Kamwachale Khomba and Priscilla Maliwichi},
  title = {Investigating Factors That Determine Continuous Intention Behaviour To Use Mobile Payment Services In Malawi},
  howpublished = {EasyChair Preprint no. 2110},

  year = {EasyChair, 2019}}