Factors influencing the continued intention to use mobile payment among generation Z: An extension of the expectation-confirmation model
DOI:
https://doi.org/10.61511/ghde.v2i1.2025.1965Keywords:
mobile payment, UTAUT2, ECM, Generation Z, continued usage intentionAbstract
Background: The fintech industry in Indonesia has been growing rapidly, driven by digitalization acceleration during the pandemic and positive funding trends in the ASEAN fintech sector. As a developing country with a high unbanked population, mobile payment (m-payment) adoption has the potential to support financial inclusion by providing easy access to affordable and beneficial financial services. This study integrates the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) and the Expectation-Confirmation Model (ECM) to understand the factors significantly influencing the continued usage intention of m-payment among Generation Z, a key potential customer segment in Indonesia. Methods: This research employs a quantitative approach by distributing structured questionnaires to Generation Z respondents. Structural Equation Modeling (SEM) was utilized to analyze the relationships between the variables. The key factors examined include Habit, Hedonic Motivation, Satisfaction, Facilitating Conditions, Performance Expectancy, Effort Expectancy, and Confirmation. Findings: The results reveal that continued intention to use m-payment is positively influenced by Habit, Hedonic Motivation, Satisfaction, and Facilitating Conditions. Furthermore, Performance Expectancy indirectly affects continued intention through the mediating role of Satisfaction. Additionally, Performance Expectancy mediates the relationship between Effort Expectancy and Confirmation with Satisfaction. Conclusion: The study highlights the crucial factors that drive the sustained use of m-payment among Generation Z in Indonesia. Understanding these factors is essential for financial service providers to enhance adoption and engagement. Novelty/Originality of this article: This study extends ECM by incorporating UTAUT2 constructs to provide a comprehensive understanding of continued m-payment adoption. The findings contribute to the literature on fintech adoption by offering empirical evidence from an emerging market perspective.
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