The Impact of Mobile Payment Application Design and Performance Attributes on Consumer Emotions and Continuance Intention

Abstract

This study examines a chain of impact of a mobile payment user experience on consumers’ emotions and, consequently, on continuance intention. The examined factors influencing user experience include application design attributes (i.e., user interface attractiveness, privacy and security, and convenience) and application performance attributes (i.e., compatibility, ease of use, relative advantage, and service quality). The study is conducted in the context of a popular mobile payment application named Go-Pay in a developing country, Indonesia. Data are obtained via an online survey of 1,275 mobile payment users that are then analyzed using covariance based-structural equation modeling. The analysis shows that application design attributes, such as privacy and security as well as convenience, are factors that shape users’ negative emotions; conversely, the performance attributes of compatibility, relative advantage, and service quality affect users’ positive emotions. Both negative and positive emotions contribute to increasing continuance intention in using mobile payment services. In this regard, the positive emotion is the most significant factor influencing users to continue using mobile payment services. Research in the field of mobile payment has mostly assessed consumer acceptance of mobile payment technology, whereas research focusing on continuous intention to use mobile payment is still limited. Our findings provide a new perspective on the loyalty in using mobile payment by examining the part of the user experience represented by the design and performance of applications, which affect positive and negative emotions, and have also been shown to influence user loyalty behavior.