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    I won't touch money because it is dirty: examining customer's loyalty toward M-payment

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    Date
    2021-12-20
    Author
    Goel, Pooja
    Garg, Aashish
    Sharma, Anuj
    Rana, Nripendra P.
    Metadata
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    Abstract
    Purpose: Several industries including banking are booming because of COVID-19. However, it is still unknown whether this growth is momentary or permanent in nature. Hence, this study aims to identify the role of health-related concerns and trust as stimuli on M-payment loyalty. Design/methodology/approach: Data were collected through Google Forms from 431 participants. Subjects were M-payment users. The hypothesized model was tested using structural equational modeling. Findings: Results of the study indicate that perceived severity and trust act as stimuli for M-payment loyalty. Further, trust not only influences loyalty directly but also through intimacy. Additionally, no linear relationship was found between perceived usefulness and M-payment loyalty. Originality/value: This work is an early attempt to consider health-related concerns and trust as stimuli to predict M-payment loyalty. Further, this study focused on three new constructs, namely perceived severity, perceived susceptibility and intimacy, that are underexplored in digital banking literature.
    URI
    https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85121447340&origin=inward
    DOI/handle
    http://dx.doi.org/10.1108/IJBM-06-2021-0272
    http://hdl.handle.net/10576/44382
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    • Management & Marketing [‎546‎ items ]

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