Smile to pay: predicting continuous usage intention toward contactless payment services in the post-COVID-19 era
International Journal of Bank Marketing
ISSN: 0265-2323
Article publication date: 24 November 2022
Issue publication date: 17 March 2023
Abstract
Purpose
Financial technology (FinTech) is undergoing a transformation as a result of robotics and artificial intelligence. FinTech service providers are embracing contactless technology, including the development and widespread adoption of innovative payment service. Among the many types of contactless payment services, facial recognition payment (FRP) has gained in popularity. To capitalize on this rising popularity, comprehending the mechanisms underlying continuous usage intention toward FRP is essential. Drawing from the stimulus–organism–response (S-O-R) model, this study investigates how FRP attributes facilitate continuous usage intention.
Design/methodology/approach
In total, 321 Chinese FRP users completed an online survey. Partial least squares structural equation modeling analyzed the results of the survey.
Findings
The results reveal that relative advantage and compatibility, user-interface attractiveness and perceived security (stimuli) promote performance expectancy, effort expectancy and positive emotion (organism), which in turn foster FRP continuous usage intention (response).
Originality/value
This research presents an S-O-R model that incorporates several attributes from DOI theory, the UTAUT model and the AIDUA framework to elucidate the antecedents of consumers' continuous usage intention toward FRP. The findings corroborate the significance of the S-O-R mechanism in FRP, setting the groundwork for the acceptance and development of biometric authentication technologies in service contacts and banks. In addition, the study highlights opportunities and essential aspects for FinTech service developers and providers to consider in terms of their practical significance.
Keywords
Acknowledgements
This work was supported by the Humanity and Social Science Youth foundation of Ministry of Education of China Grant [grant number 22YJC630074], the Natural Science Foundation of Guangdong Province, Guangdong Basic and Applied Basic Research Foundation Grant [2021A1515012259], Shantou University STU Scientific Research Initiation Grant [STF20010], and The Ministry of Science and Technology (the National Science and Technology Council, NSTC) under the grant MOST111-2410-H002-012-MY2.
Citation
Lee, C.T. and Pan, L.-Y. (2023), "Smile to pay: predicting continuous usage intention toward contactless payment services in the post-COVID-19 era", International Journal of Bank Marketing, Vol. 41 No. 2, pp. 312-332. https://doi.org/10.1108/IJBM-03-2022-0130
Publisher
:Emerald Publishing Limited
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