Examining The Impact of Mobile Payment Apps on Use Behaviour and Satisfaction Through an Extended UTAUT2 Framework.

Abstract

The financial landscape and Indian payment industry have been changing rapidly during the last two decades due to the rise of smartphones, technological advancements, rapid adoption of mobile payment applications and supportive government regulations. As mobile phones become more common, people can make payments and manage their finances more easily and flexibly. With the increasing use of mobile internet, mobile payments are becoming a regular part of daily life, making it simpler for people to carry out transactions. This shift is helping more people access financial services and paving the way for new ways to send and receive money in the future. Therefore, this study aims to assess the factors influencing user behaviour and satisfaction with mobile payment apps through an extended Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework. After developing a research model, hypotheses were framed, and data were collected from 330 valid respondents in Ahmedabad and Baroda using an online and offline survey. Following the data gathering, confirmatory factor analysis and structural equation modelling were carried out to validate the measurement and structural models. Finally, the study's findings revealed that anticipated performance, effort expectation, habit, price value, hedonic motivation, enabling conditions, system, service and information quality favourably influence the user behaviour of mobile payment users, which in turn strongly impact satisfaction. In addition, the study contributes to the growing body of literature on mobile payment technologies and offers practical implications for service providers, developers and marketers aiming to boost mobile payment adoption and use.