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Mobile Payment Continuance Intention

Franque, Frank Bivar · 2022

Abstract

The disruptive development of information and communication technologies over the last two decades has revolutionized the mobile phone industry, exponentially increased the number of mobile phone users, and encouraged companies to make various services available through a mobile phone. Mobile payment is one of the fastest growing services, enabling users to perform financial transactions over a mobile phone. The exponential growth of mobile payment has affected a number of sectors including finance and technology, thus reinforcing the need for a deep understanding of the impact of the continued use of mobile payment services. With this dissertation we contribute to a better understanding of the determinants of continuance intention to use mobile payment at the individual level. For this reason, were developed four studies, one literature review, and three empirical studies. In the first study (Chapter 2) we conducted a literature review of existing studies on individual continuance intention to use an information system. In Chapter 3 we assessed the continuance intention to use m-payment employing two theoretical models, the DeLone and McLean information system success model (D&M ISSM) and the expectation-confirmation model (ECM) in an African context. The impact of task technology fit (TTF) and overall trust on ECM to explain the continuance use of mpayment is analysed in Chapter 4. In the last study, Chapter 5, we assess the impact of culture on continuance intention to use m-payment, combining the ECM and Hofstede’s cultural dimensions. This dissertation provides several contributions for research and practice, contributing to the advancement of knowledge and implications for service managers, service providers, users, and researchers. The literature review applies meta-analysis and weight analysis from 115 empirical studies from continuance intention to use an information system (IS). The findings reveal that the factors with strongest influence on continuance intention to use an IS are affective commitment, attitude, satisfaction, hedonic value, and flow. Moreover, sample size, individualism, uncertainty avoidance, and long-term orientation moderate the relationship of perceived usefulness on continuance intention. Power distance, masculinity, and indulgence moderate the relationship of satisfaction on continuance intention. From the first empirical study we examine the influence individual performance drivers on continuance intention to use m–payment in an African context. We find that the most important predictors of continuance intention to use m-payment are individual performance, use, and satisfaction. The second empirical study integrates TTF and overall trust theories and evaluates their relationships for continuance intention to use mobile payment. Findings show that use, individual performance, overall trust, and the moderation role of satisfaction are the most important constructs to explain continuance intention. The last empirical study assesses the impact of culture on m-payment continuance intention. The findings reveal that the relationships between confirmation on satisfaction and perceived usefulness, and perceived usefulness on continuance intention are moderated by uncertainty avoidance.

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Mobile Payment Continuance Intention

Author: Franque, Frank Bivar
Year: 2022
Source: https://run.unl.pt/bitstream/10362/136212/1/D0065.pdf
Mobile Paymen Con inuance In en ion
F ank Bi a F anque
A hesis submi ed in pa ial ul illmen o he equi emen s
o he deg ee o Doc o in In o ma ion Managemen
No embe 2021
NOVA In o ma ion Managemen School
Uni e sidade No a de Lisboa
In o ma ion Managemen
Specializa ion in In o ma ion Technologies
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Doc o al P og amme in In o ma ion Managemen
P o esso Dou o Tiago And é Gonçal es Félix de Oli ei a, Co-Supe iso !
P o esso Dou o Ca los Tam Chuem Vai, Co-Supe iso
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Doc o al P og amme in In o ma ion Managemen
Copy igh © by
F ank Bi a F anque
All igh s ese ed
!
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Doc o al P og amme in In o ma ion Managemen
Abs ac
The dis up i e de elopmen o in o ma ion and communica ion echnologies o e he
las wo decades has e olu ionized he mobile phone indus y, exponen ially inc eased
he numbe o mobile phone use s, and encou aged companies o make a ious se ices
a ailable h ough a mobile phone. Mobile paymen is one o he as es g owing
se ices, enabling use s o pe o m inancial ansac ions o e a mobile phone. The
exponen ial g ow h o mobile paymen has a ec ed a numbe o sec o s including
inance and echnology, hus ein o cing he need o a deep unde s anding o he
impac o he con inued use o mobile paymen se ices. Wi h his disse a ion we
con ibu e o a be e unde s anding o he de e minan s o con inuance in en ion o use
mobile paymen a he indi idual le el. Fo his eason, we e de eloped ou s udies,
one li e a u e e iew, and h ee empi ical s udies.
In he i s s udy (Chap e 2) we conduc ed a li e a u e e iew o exis ing s udies on
indi idual con inuance in en ion o use an in o ma ion sys em. In Chap e 3 we assessed
he con inuance in en ion o use m-paymen employing wo heo e ical models, he
DeLone and McLean in o ma ion sys em success model (D&M ISSM) and he
expec a ion-con i ma ion model (ECM) in an A ican con ex . The impac o ask
echnology i (TTF) and o e all us on ECM o explain he con inuance use o m-
paymen is analysed in Chap e 4. In he las s udy, Chap e 5, we assess he impac o
cul u e on con inuance in en ion o use m-paymen , combining he ECM and Ho s ede’s
cul u al dimensions.
This disse a ion p o ides se e al con ibu ions o esea ch and p ac ice, con ibu ing
o he ad ancemen o knowledge and implica ions o se ice manage s, se ice
p o ide s, use s, and esea che s. The li e a u e e iew applies me a-analysis and
weigh analysis om 115 empi ical s udies om con inuance in en ion o use an
in o ma ion sys em (IS). The indings e eal ha he ac o s wi h s onges in luence
on con inuance in en ion o use an IS a e a ec i e commi men , a i ude, sa is ac ion,
hedonic alue, and low. Mo eo e , sample size, indi idualism, unce ain y a oidance,
and long- e m o ien a ion mode a e he ela ionship o pe cei ed use ulness on
con inuance in en ion. Powe dis ance, masculini y, and indulgence mode a e he
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Doc o al P og amme in In o ma ion Managemen
ela ionship o sa is ac ion on con inuance in en ion. F om he i s empi ical s udy we
examine he in luence indi idual pe o mance d i e s on con inuance in en ion o use
m–paymen in an A ican con ex . We ind ha he mos impo an p edic o s o
con inuance in en ion o use m-paymen a e indi idual pe o mance, use, and
sa is ac ion. The second empi ical s udy in eg a es TTF and o e all us heo ies and
e alua es hei ela ionships o con inuance in en ion o use mobile paymen . Findings
show ha use, indi idual pe o mance, o e all us , and he mode a ion ole o
sa is ac ion a e he mos impo an cons uc s o explain con inuance in en ion. The las
empi ical s udy assesses he impac o cul u e on m-paymen con inuance in en ion.
The indings e eal ha he ela ionships be ween con i ma ion on sa is ac ion and
pe cei ed use ulness, and pe cei ed use ulness on con inuance in en ion a e mode a ed
by unce ain y a oidance.
Keywo ds: Mobile paymen , con inuance in en ion, ECM, D&M ISSM, TTF, us ,
cul u e, A ican con ex .

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Resumo
O desen ol imen o dis up i o das ecnologias de in o mação e comunicação nas
úl imas duas décadas e olucionou a indús ia da ele onia mó el, aumen ando
exponencialmen e o núme o de u ilizado es de elemó eis, enco ajando des a o ma as
emp esas a disponibiliza di e en es se iços a a és de um elemó el. O se iço
pagamen o mó el é um dos se iços que se encon a em um ápido c escimen o
pe mi indo aos u ilizado es e e ua ansações inancei as a a és de um elemó el. O
c escimen o exponencial do se iço de pagamen o mó el em a e ado di e en es
sec o es, ais como inanças e ecnologia, e o çando a necessidade de uma
comp eensão p o unda do impac o da u ilização con ínua dos se iços de pagamen o
mó el. Com o desen ol imen o des a disse ação, espe amos con ibui pa a uma
melho comp eensão dos de e minan es da in enção de con inua a usa o se iço de
pagamen o mó el a ní el indi idual. De o ma a conc e iza es e obje i o o am
desen ol idos um o al de qua o es udos dis in os.
No p imei o es udo (Capí ulo 2) ealizámos uma e isão bibliog á ica dos es udos
exis en es sob e a in enção de con inua a u iliza um sis ema de in o mação. No
capí ulo ês, a aliámos a in enção de con inua a u iliza o se iço de pagamen o
mó el, emp egando dois modelos eó icos, o DeLone and McLean in o ma ion sys em
success model (D&M ISSM) e o expec a ion-con i ma ion model (ECM) num con ex o
a icano. O impac o do ask echnology i (TTF) e o o e all us no modelo ECM pa a
explica o uso con ínuo do se iço de pagamen o mó el oi analisado no capí ulo
qua o. No úl imo es udo, capí ulo cinco, a aliámos o impac o da cul u a na in enção
de con inuação da u ilização do se iço de pagamen o mó el, combinando as
dimensões cul u ais de Ho s ede e o modelo ECM.
Es a disse ação ap esen a á ias con ibuições pa a a in es igação e pa a a p á ica,
con ibuindo pa a o a anço do conhecimen o, p o ocando implicações pa a ges o es de
se iços, p es ado es de se iços, u ilizado es e in es igado es. O es udo da e isão
bibliog á ica aplicou me a-analysis e weigh analysis a pa i de 115 es udos empí icos
de in enção con inua a u iliza um sis ema de in o mação (SI). Os esul ados e elam
que os a o es com maio in luência na in enção de con inuação da u ilização de um SI
o am o comp omisso a e i o, a i ude, sa is ação, alo hedónico, e low. Além disso,
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o amanho da amos a, indi idualismo, p e enção da ince eza, e o ien ação a longo
p azo mode am a elação en e pe ceção da u ilidade e in enção de con inua , dis ância
do pode , masculinidade e indulgência mode am a elação en e sa is ação e in enção
de con inua . Pa a o p imei o es udo empí ico, examinámos a in luência dos a o es de
desempenho indi idual na in enção de con inuação da u ilização do m-pagamen o num
con ex o a icano. Ve i icámos que os p edi o es mais impo an es da in enção de
con inua a u iliza o se iço de pagamen o mó el são o desempenho indi idual, uso e
a sa is ação. O segundo es udo empí ico in eg ou as eo ias da TTF e da con iança ge al
e a aliou as suas elações pa a a in enção de con inuação da u ilização do pagamen o
mó el. Os esul ados mos am que o uso, desempenho indi idual, con iança ge al, o
papel de mode ação da sa is ação são os a o es ele an es pa a explica a in enção de
con inua a u iliza o se iço de pagamen o mó el. O úl imo es udo empí ico a alia o
impac o da cul u a sob e a in enção de con inuação do pagamen o mó el. Os esul ados
e elam que as elações en e con i mação, pe ceção de u ilidade com sa is ação,
pe ceção de u ilidade com in enção de con inua são mode adas pela p e enção da
ince eza.
Pala as-cha e: Pagamen o mó el, in enção de con inua , ECM, D&M ISSM, TTF,
Con iança, Cul u a, con ex o a icano.
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Publica ions
Lis o s udies esul ing om he disse a ion.
Pape s (published):
F anque, F.B., Oli ei a, T., Tam, C. and San ini, F.d.O. (2021), "A me a-analysis o he
quan i a i e s udies in con inuance in en ion o use an in o ma ion sys em", In e ne
Resea ch, 31(1), 123-158. h ps://doi.o g/10.1108/INTR-03-2019-0103
F anque, F. B., Oli ei a, T., & Tam, C. (2021). Unde s anding he ac o s o mobile
paymen con inuance in en ion: empi ical es in an A ican con ex . Heliyon, 7(8).
h ps://doi.o g/10.1016/j.heliyon.2021.e07807
Pape s (unde e iew o submi ed)
F anque, F. B., Oli ei a, T., & Tam, C. (2021). Con inuance in en ion o mobile
paymen : TTF model wi h T us in an A ican con ex .
F anque, F. B., Oli ei a, T., & Tam, C. (2021). Role o he unce ain y a oidance
cul u e on he expec a ion con i ma ion model: Mobile paymen case.
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Doc o al P og amme in In o ma ion Managemen
Acknowledgemen s
To my amily, especially my a he , Gilbe o F anque, and o all my b o he s, who
encou aged me om he beginning o pu sue a PhD, and o hei inexhaus ible suppo
o his jou ney, mainly emo ional suppo , bea ing in mind ha my amily is in
Mozambique, in Te e ci y.
To P o . Tiago Oli ei a, supe iso o his disse a ion, o being always a ailable, o
all he help, suppo , guidance, and ideas ha signi ican ly con ibu ed o he success o
he jou ney. A huge hanks o e e y hing.
To P o . Ca los Tam, co-supe iso o his disse a ion, o being always a ailable, o
all he help, suppo , guidance, and ideas ha signi ican ly con ibu ed o he success o
he jou ney. A huge hanks o e e y hing.
To P o . Fe nando de Oli ei a San ini o all he help, sugges ions, and c i iques, which
con ibu ed o he en ichmen o Chap e 2.
To No a In o ma ion Managemen School, o he oppo uni y gi en o pa icipa e in
he PhD p og am.
To Enginee ing School, Ca holic Uni e si y o Mozambique, o he oppo uni y gi en
o go o Lisbon o pa icipa e in he PhD p og am.
To he new iends om Lisbon, o he good momen s o un, ha helped a lo o he
success o he jou ney.
To my gi l iend, Gisela Manhique, who helped me emendously in he discussions
and ansla ion om Po uguese o English o he di e en s udies. A big hanks o
e e y hing.
To me, o he cou age o go o a comple ely new coun y, wi h new challenges, o he
i eless e o du ing he i e yea s o he jou ney.
To all my since e hanks.

Chap e 1 – In oduc ion
1.1. Mo i a ion
Mobile phone ne wo ks a e booming and almos all a e in e connec ed, making people
able o communica e and sha e in o ma ion anywhe e in he wo ld. Associa ed wi h
his, mobile phone usage is g owing exponen ially, mo i a ing companies o deli e
se ices ia mobile phones (Ka jaluo o e al., 2019; Pe saud & Azha , 2012). Taking
in o conside a ion ha i can be used anywhe e and any ime, adding mo e alue o
se ices, new se ices a e being made a ailable ia mobile phones, such as m-banking,
m-paymen , and m-comme ce, he eby b inging cus ome s close o companies and
s eng hening hei ela ionship (Oli ei a e al., 2016).
In ou wo k we s udy Mobile paymen (m-paymen ). M–paymen is a paymen me hod
ha uses mobile phones o make inancial ansac ions such as paying o goods o
se ices, ans e ing money, and/o wi hd awing money (Fan, Shao, Li, & Huang,
2018; Zhou, 2013). Whe eas in some egions inancial ins i u ions a e a om he
popula ion, o cing people o a el long dis ances o use inancial se ices, m-paymen
has become one o he p ominen se ices (Gao & Waech e , 2015; Zhou, 2014),
enabling use s o make ansac ions any ime and anywhe e (Lu, Wei, Yu, & Liu, 2017;
Zhou, 2014).
Socie y has unde gone a dis up i e e olu ion wi h he en ance o his echnology,
which a ec s paymen ecosys ems. This se ice is g owing exponen ially all o e he
wo ld and is b inging bene i s o use s and p o ide s. Conside ing i s bene i s,
companies ealize i s po en ial, and a e p o iding i in di e en ways all o e he wo ld
(Fan e al., 2018; Singh, Sinha, & Liébana-cabanillas, 2020).
M-paymen echnology o igina ed in he Uni ed S a es and sp ead h oughou he wo ld
(Fan e al., 2018). In A ica, his echnology was launched in Kenya and was quickly
adop ed by o he coun ies. Mozambique is one o he A ican coun ies ha has
adop ed his echnology, helping u al people who do no ha e banking in as uc u e
nea hei homes (Ba is a & Vicen e, 2018). M-paymen has a majo impac on
de eloping coun ies as i launches basic inancial se ices such as money ans e ,
paymen o goods and se ices, and/o wi hd awing money, he eby imp o ing
people’s li es (Humbani & Wiese, 2018).
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A g ea deal o esea ch has been de eloped o unde s and m-paymen in di e en
egions (e.g., Chen & Li, 2017; Oli ei a, Thomas, Bap is a, & Campos, 2016; Sinha,
Maj a, Hu chins, & Saxena, 2019). Howe e , he e a e ew s udies o unde s and m-
paymen in an A ican con ex (e.g., Chen & Li, 2017; Lin, Fea he man, & Sa ke ,
2017). Acco ding o Naba i e al. (2016) and Shaikh and Ka jaluo o (2015) no s udies
abou in o ma ion sys em con inuance in en ion we e ound in he A ican con ex . Fo
Bha ache jee, (2001) he ea ly s age o in o ma ion sys ems (IS) adop ion is a i al s ep
owa d he success o IS, bu pe manen usage o IS and i s success is associa ed wi h
con inued use ins ead o i s usage. In his sense, unde s anding wha ac o s in luence
an indi idual o con inue using m-paymen has become necessa y and impo an o
esea che s and companies (Bha ache jee, 2001; Shaikh & Ka jaluo o, 2015). I is hus
ex emely impo an o unde s and he mos impo an d i e s ha in luence con inuous
use o mobile paymen in an A ican con ex .
1.2. Con inuance in en ion models
S udies on in o ma ion sys em con inuance in en ion (ISCI) ha e used a wide ange o
heo ies in combina ion wi h he expec a ion-con i ma ion model (ECM)
(Bha ache jee, 2001) such as expec a ion-con i ma ion heo y (ECT) (Oli e , 1986),
echnology accep ance model (TAM) (Da is, 1989), uni ied heo y o accep ance and
use o echnology (UTAUT) (Venka esh e al., 2003), and Flow heo y (Ge zels &
Csikszen mihalyi, 1978), o name a ew. Howe e , con inuance in en ion o IS e e s
o ac o s ha con ibu e o IS usage o a long ime. I in ol es unde s anding he long-
e m ac o s ha con ibu e o he success o he IS (A. Bha ache jee, 2001; K. Wang,
2015).
In he con ex o ISCI, ECM was he i s heo y p oposed by (Bha ache jee, 2001).
ECM p oposes ha sa is ac ion o use IS is a c ucial ac o ha impac s con inuance
in en ion, ollowed by pe cei ed use ulness o he IS. Also, con i ma ion o he
expec a ions and pe cei ed use ulness a e impo an ac o s ha in luence use
sa is ac ion. A e ECM appea ed many esea che s es ed and joined i wi h o he
models in di e en egions and wi h dis inc echnologies (Ca illo, Sco na acca, & Za,
2017; Hadji & Degoule , 2016; Hong, Tai, Hwang, Kuo, & Chen, 2017b; Hsiao, Chang,
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Doc o al P og amme in In o ma ion Managemen
& Tang, 2016; Zheng, 2019). Mos s udies used ECM as a base heo y. Some used
ECM alone (Al aimi e al., 2015; Susan o e al., 2016), and o he s in eg a ed i wi h
o he heo ies and sel -cons uc s (Chen e al., 2013; Lee, 2010; Limayem & Cheung,
2008). In ou wo k we in eg a e ECM wi h DeLone & McLean in o ma ion sys em
success (D&M ISSM) (DeLone & Mclean, 2003), Task Technology Fi (Goodhue &
Thompson, 1995), o e all us (Oli ei a e al., 2017), and cul u e (Ho s ede, 1984).
1.3. Resea ch ocus
Mobile paymen se ices a e oday becoming mo e use ul and mo e p esen in people’s
daily li es, especially now wi h he COVID-19 pandemic. Conduc ing ansac ions
h ough a mobile phone is al eady a eali y in people’s li es. Unde s anding he main
ac o s ha a ec he in en ion o con inue using m-paymen is he ocus o his
disse a ion. IS ela ed a eas such as e-lea ning, in e ne banking, and e-comme ce a e
no wi hin he scope o his wo k. The s udy add esses only he indi idual le el o
con inuance in en ion.
M-paymen is de ined as a paymen me hod in which a mobile phone is used o pe o m
inancial alue exchanges (ini ia e, au ho ize, and con i m) any ime and anywhe e in
e u n o goods and se ices (Kujala e al., 2017; Liébana-cabanillas e al., 2018; Shao
e al., 2019). The e a e di e en ways o conduc a ansac ion using m-paymen . The
simples way is sho -message-based, by which he use can make paymen s using a
simple mobile phone (Singh e al., 2020; T. Zhou, 2013).
1.4. Main objec i es
To unde s and he mos impo an ac o s o he in en ion o con inue using m-paymen ,
we di ide ou wo k in o di e en s udies, each p esen ed in sepa a e chap e s.
The i s s udy (Chap e 2) add esses weigh and me a-analysis o ISCI. This s udy
syn hesizes he esul s o p e ious s udies on ISCI, iden i ying he mos used signi ican
ela ionships in he li e a u e, and he mos s udied egions and echnologies, hus
con ibu ing o he s a e-o - he-a .
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In Chap e 3 we analyse he impac o indi idual pe o mance o he pu pose o
con inuing o use m-paymen . We in eg a e D&M ISSM and ECM in an A ican
con ex .
In Chap e 4 we analyse he impac o ask and echnology cha ac e is ics, o e all us ,
and he ole o sa is ac ion as a mode a o on con inuance in en ion o use m-paymen ,
conside ing ha us is an impo an ac o ha can in luence he usage o m-paymen .
As inancial ansac ions a e sensi i e, i is impo an o ha e us in he sys em.
In Chap e 5 he ole o cul u e in he ECM model is assessed, conside ing ha cul u e
can be an impo an ac o in he adop ion and in en ion o con inue using m-paymen .
Ou mo i a ion is o unde s and he impac o cul u e as a mode a o on he ECM
model.
In Chap e 6 we p esen a summa y o he s udies, hei implica ions, and
ecommenda ions o u u e s udies.
1.5. Me hods
Acco ding o he li e a u e, he e a e h ee main epis emological pe spec i es
(posi i ism, in e p e i ism, and ealism). In his disse a ion we ollow he posi i ism
pe spec i e (Smi h, 2006). Se e al me hods we e applied in his esea ch because we
de eloped a new and di e en model based on exis ing heo ies o unde s and
con inuance in en ion o use mobile paymen . The de elopmen o he heo ies was
ollowed by es s in o de o explain he subjec . A se o hypo heses we e de eloped
and empi ically es ed.
1.5.1. Theo e ical amewo ks
The ECM (Bha ache jee, 2001) is used in all he empi ical s udies, om Chap e s 3 o
5. Chap e 3 is based on ECM combined wi h D&M ISSM. Chap e 4 is based on he
in eg a ion o ECM, TTF, and o e all us , and Chap e 5 is based on ECM in eg a ed
wi h he cul u al mode a o (Ho s ede, 1984).
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Doc o al P og amme in In o ma ion Managemen
1.5.2. Quan i a i e esea ch me hods
In all o he s udies we use a c oss-sec ion online su ey design o analyse he main
ac o s o mobile paymen con inuance in en ion. The da a collec ion was conduc ed in
Mozambique. In Chap e 3 we desc ibe he collec ion o 338 alid esponses, in Chap e
4 we examine a sample o 384, and in Chap e 5 apply a mixed-me hods app oach based
on 384 alid esponses iangula ed wi h ield in e iews. The da a we e collec ed om
July 2018 o Janua y 2019. S uc u e equa ion modelling (SEM) was used o
empi ically es he esea ch models. We used PLS-SEM (pa ial leas squa es –
s uc u al equa ion modelling) ia Sma PLS 3 so wa e (Ringle e al., 2015).
1.6. Pa h o esea ch
This disse a ion epo s he collec ion o di e en in e ela ed s udies on he in en ion
o con inue using m-paymen , p esen ed sepa a ely in di e en chap e s. Some o he
s udies a e al eady published in in e na ional jou nals wi h a double-blinded e iew
p ocess; o he s a e submi ed o publica ion and a e in di e en s ages o e iew and
p epa a ion. The s age o each s udy is p esen ed in he Table 1.1. The majo
conclusions o he s udies made om Chap e 2 o 5 a e p esen ed a he end o he
disse a ion.
Table 1.1 - Resea ch s udies s ages
Chap e
S udy name
Jou nal
Cu en s age
2
A Me a-analysis o he quan i a i e s udies in
con inuance in en ion o use an in o ma ion sys em
In e ne Resea ch
Published
3
Unde s anding he ac o s o con inuance in en ion
o use mobile paymen : Empi ical es o he D&M
IS success wi h ECM in he A ican con ex
Heliyon
Published
4
Con inuance in en ion o mobile paymen : TTF
model wi h T us in an A ican con ex
Submi ed o a
jou nal o qua ile
one o Scimago
index
Unde e iew

6
Doc o al P og amme in In o ma ion Managemen
5
Role o he unce ain y a oidance cul u e on he
expec a ion con i ma ion model: mobile paymen
case
Submi ed o a
jou nal o qua ile
one o Scimago
index
Submi ed
7
Doc o al P og amme in In o ma ion Managemen
8
Doc o al P og amme in In o ma ion Managemen
Chap e 2 – A me a-analysis o he quan i a i e s udies in con inuance in en ion
o use in o ma ion sys ems
2.1. In oduc ion
The e olu ion o in o ma ion sys ems (IS) has o e ed he oppo uni y o di e en ypes
o ins i u ions o ad ance he capabili y, e iciency, and esponsibili y o hei se ices
and p oduc s, he eby s eamlining he day o day ac i i ies o hei cus ome s
(Laukkanen 2007). I s use is g owing exponen ially, conside ing he use ulness o IS in
socie y. Howe e , he adop ion o IS is no enough o keep hem in he ma ke ,
con inuous use is necessa y (Bha ache jee, 2001), o b ing a e u n on he in es men s
ha companies make, and o help he use s in hei ac i i ies. Con inuous use o IS
e e s o he decision o he use o con inue o use he IS. This beha iou is no ed a e
he use has he i s expe ience wi h IS. Unde s anding wha ac o s in luence an
indi idual o con inue o use IS has become necessa y o esea che s and companies
(A Bha ache jee, 2001; Shaikh & Ka jaluo o, 2015). In ecen yea s, he numbe o
s udies in con inuance in en ion o use an IS has g own ampan ly and now co e s
se e al subjec s such as con inuance in en ion in mobile banking se ices, mobile
paymen , e-lea ning, social ne wo king, heal h applica ions, e-go e nmen , mobile
comme ce, among o he s. Conside ing ha he numbe o s udies is g owing, di e en
echnologies, heo ies and con ex s a e being s udied, he e is plen y o sca e ed
in o ma ion and di e en esul s. Wi h ha much in o ma ion in he backg ound, he
p ocess o sea ching o s udies became mo e di icul , and he need o comp ehensi e
and syn hesised in o ma ion abou IS con inuance in en ion became essen ial.
The e o e, i is c ucial and necessa y o highligh , summa ise and cla i y he esul s o
exis ing s udies in o de o p o ide a comp ehensi e pic u e o con inuing o use IS
(Fe ke, 2006). This p ocess enables heo y de elopmen and e eals new ela ionships
and gaps (Hama i & Ke onen, 2017). The e a e some li e a u e e iews on IS
con inuous in en ion (e.g., Bha ache jee and Ba a , 2011; Shaikh and Ka jaluo o,
2015; Naba i e al., 2016), ha explo e di e en aspec s o p io s udies such as
heo ies, echnologies, and used con ex s. Howe e , mos o hem a e na a i e and
desc ip i e; none o hem has used me a-analysis. This s udy will use me a- and weigh
9
Doc o al P og amme in In o ma ion Managemen
analysis o de i e o mo e empi ical esul s. The me a-analysis is a p ocess o
summa ising, e alua ing, and analysing quan i a i e esea ch indings (L. Zhang e al.,
2012), e en i he ou come is non-signi ican o inconsis en , i can con ibu es o a
pooled conclusion, ein o cing he gene al alidi y o he in e p e a ions (Hama i &
Ke onen, 2017; K. Wu e al., 2011). Acco ding o ea lie esea ch me a-analysis and
weigh analysis a e conside ed app op ia e me hods o e iew empi ical da a (Bap is a
& Oli ei a, 2016; Rana e al., 2015; Schmid & Hun e , 2016; Y. Zhao e al., 2018).
We desc ibe he mos c i ical a iables in he ield, using indings epo ed in exis ing
esea ch combined wi h weigh analysis o he cons uc s o iden i y he bes p edic o s
(Y. Zhao e al., 2018) o highligh he bes p edic o s o con inuance in en ion o use an
IS, imp o emen s o heo ies, and he s eng h o he a iables.
Acco ding o ou knowledge, no esea ch add esses: (i) me a-analysis combined wi h
weigh analysis in he con ex o con inuance in en ion o use an IS, o (ii) empo al
analysis o unde s and he e olu ion o he heo e ical models o e ime. This s udy can
ex apola e b oade heo e ical implica ions ela ing o he posi ioning and
unde s anding o IS. Con ibu ing o he esea ch, we illus a e he mos used
ela ionships, bes p edic o s, mos used echnologies du ing a pe iod, he e olu ion o
he numbe o pape s pe yea , and he e olu ion o he heo e ical model. The o e all
a iables o be used o p edic con inuance in en ion o use an IS we e illus a ed.
Beyond syn hesising he main indings o he s udies, we also c ea ed models o
unde s and he empo al e olu ion o he cons uc s be e . Addi ionally, we analysed
possible mode a o s in he ela ionship be ween pe cei ed use ulness and sa is ac ion
on con inuance in en ion o use IS.
The a icle is o ganised as ollows: in Sec ion 2, is p esen ed he li e a u e e iew,
Sec ion 3 desc ibes he esea ch me hodology; in he nex sec ion, we p esen he esul s
o he esea ch ollowed by a discussion o he indings; he conclusion and u u e
ecommenda ions ollow his sec ion.
16
Doc o al P og amme in In o ma ion Managemen
2.3.1. Mode a o analysis
Conce ning mode a o s, we in es iga ed some mode a ing e ec s in di e en
ela ionships. To selec he ela ionships, we used ela ionships ha ha e enough
obse a ions (> 30) (Geyskens e al., 2009; Lipsey & Wilson, 2001). Rega ding he
mode a o a iables, we ha e selec ed di e en mode a o s sugges ed by he li e a u e
(Ho s ede & Minko , 2010; F. D. O. San ini e al., 2019). Fo ou s udy, we ha e used
me hodological, economic, and cul u al mode a o s. This analysis is essen ial o he
li e a u e because i p o ides esea che s a be e unde s anding o he e ec s o he
ela ionships and p o ides an o e iew o he po en ial mode a o s ha can in luence
he con inuance in en ion o use IS in u u e s udies. Appendix D p esen s he
mode a o s, he desc ip ions, and he coding s uc u e. Sample size was analysed as a
me hodological mode a o , conside ing ha i plays a signi ican ole in a ying he
e ec sizes in he s udies (Fe n & Mon oe, 1996). While a small sample size is mo e
homogeneous, his aspec ends o o e es ima e he e ec size o he ela ionships
(Rosen hal & Rubin, 1982). We ha e also analysed mode a o s in he economic
con ex , (1) economic de elopmen , and (2) inno a ion le el. Economic de elopmen
can play an impo an ole as i ends o p omo e di e en le els o use o IS. The e o e,
we expec ha de eloped economies in luence he beha iou o he in en ion o
con inue using IS, compa ed o de eloping economies (Y. Kim & Pe e son, 2017). On
ega ds inno a ion le el, i is conside ed a po en ial mode a o because i can in luence
he ela ionships, aking in o conside a ion ha coun ies wi h a high le el o inno a ion
end o con inue using IS as hey ha e good skills and amilia i y wi h sys ems usage
(Y. Kim & Pe e son, 2017). Finally, we ha e analysed six cul u al mode a o s om
Ho s ede, powe dis ance, indi idualism, masculini y, unce ain y a oidance, long e m
o ien a ion, and indulgence. These cul u al dimensions a e ecognised as he leading
indica o s o people's belie s and alues ha impac hei beha iou , so we conside
po en ial mode a o s ha can in luence he in en ion o con inue using IS (Ho s ede &
Minko , 2010). Ou analysis was suppo ed on a hie a chical linea me a-analysis. This
analysis uses he mul i a ia e eg ession o ma o he a iables included in he model
and is widely used in me a-analy ic esea ch (Geyskens e al., 2009; F. D. O. San ini e
al., 2019).

17
Doc o al P og amme in In o ma ion Managemen
2.4. Findings
2.4.1. Me a-Analysis
Table 2.1 ep esen s he me a-analysis and weigh analysis o he 60 ela ionships ha
we e mos o en used, and which ha e occu ed h ee o mo e imes ac oss he 115
s udies. Columns 4 o 8 (me a-analysis in o ma ion) o Table 2.1 p esen he numbe o
imes ha a ela ionship was analysed ( o al), he sum o samples (sample), an a e age
o he co ela ion coe icien (AVG o cc), no mal s anda d de ia ion (Z – alue), and
95% con idence in e al. In addi ion, we hen show he ela ionship be ween he
dependen cons uc s and he independen cons uc s. Se e al dependen cons uc s
ela e o di e en independen cons uc s, such as con inuance in en ion, which ela es
o 16 di e en independen cons uc s, ollowed by sa is ac ion, which applies o 14
di e en cons uc s and pe cei ed use ulness, which applies o 7 di e en cons uc s.
The me a-analysis esul s e eal ha he co ela ion coe icien o 60 ela ionships is
s a is ically signi ican (p < 0.01). The la ges Z- alues a e sa is ac ion on con inuance
in en ion (75.695), con i ma ion on pe cei ed use ulness (55.921), con i ma ion on
sa is ac ion (48.176), a i ude on con inuance in en ion (35.602), pe cei ed use ulness
on con inuance in en ion (34.287), and pe cei ed use ulness on sa is ac ion (33.995).
2.4.2. Weigh analysis
This me hod is used o es ima e he impo ance o a p edic o (i.e. independen
cons uc ) and p edic s he s eng h o an independen cons uc (Jeya aj e al., 2006).
The weigh s o he 60 mos used ela ionships we e examined and a e p esen ed in
columns 9 o 12 in Table 2.1.
The alue o weigh was compu ed by di iding he numbe o s a is ically signi ican
ela ionships by he o al numbe o s udies used. When he weigh is one (1), i shows
ha he ela ionship wi hin he a iables is signi ican in all he esea ch, bu i he
weigh is ze o (0), i indica es ha he ela ionship is no signi ican h ough all he
s udies examined (Jeya aj e al., 2006).
18
Doc o al P og amme in In o ma ion Managemen
Table 2.1 - The mos equen ly used ela ionships o me a-analysis and weigh -analysis (O de ed by
dependen cons uc s).
Nº
(1)
Independen Cons uc s (2)
Dependen Cons uc s
(3)
Me a-analysis
Weigh analysis
To al
(4)
∑
Sample
(5)
AVG
o cc
(6)
Z –
alue
(7)
95% con idence
in e al (low -
high) (8)
Non-
signi i
can
(9)
Signi
ican
(10)
To al
(11)
Weigh
(Signi ican /
To al) (12)
1
Hedonic Value
A ec i e Commi men
5
1266
0.339
12.536
0.198
0.301
0
5
5
1.000
2
Rela ional Capi al
5
1266
0.258
9.381
0.206
0.309
0
5
5
1.000
3
U ili a ian Value
5
1266
0.112
3.997
0.057
0.166
1
4
5
0.800
4
Pe cei ed Ease o Use
A i ude
5
1209
0.162
5.676
0.095
0.210
2
3
5
0.600
5
Pe cei ed Use ulness
13
4535
0.408
29.164
0.362
0.414
1
12
13
0.923
6
Sa is ac ion
6
2580
0.481
26.615
0.451
0.510
0
6
6
1.000
7
Se ice Quali y
Con i ma ion
4
1244
0.339
12.434
0.282
0.394
0
4
4
1.000
8
Con inuance In en ion
Con inuance Beha iou
5
1526
0.375
15.385
0.331
0.417
0
5
5
1.000
9
A ec i e Commi men
Con inuance In en ion
5
1266
0.556
22.284
0.517
0.593
0
5
5
1.000
10
A i ude
14
5657
0.441
35.602
0.409
0.458
0
14
14
1.000
11
E o Expec ancy
3
1075
0.253
8.467
0.196
0.308
1
2
3
0.667
12
Flow
5
1243
0.358
13.207
0.308
0.406
1
4
5
0.800
13
Habi
5
1691
0.255
10.713
0.210
0.299
0
5
5
1.000
14
Hedonic Ou come Expec a ions
7
1951
0.437
20.679
0.435
0.567
0
7
7
1.000
15
In insic Mo i a ion
3
508
0.453
10.977
0.381
0.520
0
3
3
1.000
16
Pe cei ed Beha iou Con ol
7
3021
0.296
16.763
0.263
0.328
0
7
7
1.000
17
Pe cei ed Ease o Use
6
2280
0.074
3.538
0.013
0.104
2
4
6
0.667
18
Pe cei ed Enjoymen
16
5808
0.187
14.417
0.158
0.210
3
13
16
0.813
19
Pe cei ed Use ulness
41
13686
0.285
34.287
0.265
0.297
4
37
41
0.902
20
Pe o mance
5
3707
0.241
14.962
0.210
0.271
1
4
5
0.800
21
Sa is ac ion
74
29220
0.416
75.695
0.399
0.419
2
72
74
0.973
22
Subjec i e No m
11
4379
0.179
11.970
0.150
0.208
1
10
11
0.909
23
T us
7
2353
0.239
11.814
0.175
0.260
1
6
7
0.857
24
U ili a ian Value
9
498
0.242
5.493
0.157
0.323
0
9
9
1.000
25
Pe cei ed Use ulness
Discon i ma ion
3
1149
0.133
4.529
0.076
0.189
0
3
3
1.000
26
Sa is ac ion
Habi
3
755
0.456
13.499
0.397
0.511
0
3
3
1.000
27
Con i ma ion
Pe cei ed Ease o Use
6
1511
0.458
19.214
0.471
0.548
0
6
6
1.000
28
Con ex
3
5121
0.233
16.981
0.207
0.259
0
3
3
1.000
29
Indi idualism
3
5121
0.300
22.143
0.275
0.325
0
3
3
1.000
30
Time pe cep ion
3
5121
0.177
12.797
0.150
0.203
0
3
3
1.000
31
Unce ain y A oidance
3
5121
-0.137
-9.863
-0.164
-0.110
0
3
3
1.000
32
Con i ma ion
Pe cei ed Enjoymen
7
2145
0.622
33.705
0.607
0.663
0
7
7
1.000
33
Con ex
3
5121
0.157
11.325
0.130
0.184
0
3
3
1.000
34
Indi idualism
3
5121
0.223
16.226
0.197
0.249
0
3
3
1.000
35
Unce ain y A oidance
3
5121
-0.137
-9.863
-0.164
-0.110
1
2
3
0.667
36
Con ex
Pe cei ed Mone a y
Value
3
5121
0.200
14.504
0.174
0.226
0
3
3
1.000
37
Indi idualism
3
5121
0.323
23.965
0.298
0.347
0
3
3
1.000
38
Time Pe cep ion
3
5121
0.190
13.760
0.163
0.216
0
3
3
1.000
39
Unce ain y A oidance
3
5121
-0.233
-16.981
-0.259
-0.207
0
3
3
1.000
40
Con i ma ion
Pe cei ed Use ulness
33
10168
0.504
55.921
0.492
0.522
0
33
33
1.000
41
Con ex
3
5121
0.223
16.226
0.197
0.249
0
3
3
1.000
42
Discon i ma ion
6
1825
0.555
26.703
0.593
0.652
0
6
6
1.000
43
Indi idualism
3
5121
0.287
21.125
0.262
0.312
0
3
3
1.000
44
Pe cei ed Ease o Use
12
3532
0.327
20.166
0.268
0.329
1
11
12
0.917
45
Time Pe cep ion
3
5121
0.177
12.797
0.150
0.203
0
3
3
1.000
46
Unce ain y A oidance
3
5121
-0.170
-12.281
-0.196
-0.143
0
3
3
1.000
47
Con i ma ion
Sa is ac ion
35
10918
0.431
48.176
0.395
0.427
0
35
35
1.000
48
Discon i ma ion
9
2576
0.576
33.299
0.550
0.601
0
9
9
1.000
49
Hedonic Bene i
3
928
0.349
11.080
0.291
0.404
0
3
3
1.000
50
In o ma ion Quali y
5
1735
0.248
10.541
0.203
0.292
1
4
5
0.800
51
Pe cei ed Ease o Use
10
7112
0.188
16.042
0.148
0.194
0
10
10
1.000
52
Pe cei ed Enjoymen
12
8018
0.251
22.962
0.230
0.271
2
10
12
0.833
53
Pe cei ed Use ulness
46
18018
0.248
33.995
0.217
0.245
8
38
46
0.826
54
Pe cei ed Value
3
1158
0.203
6.996
0.147
0.258
0
3
3
1.000
55
Pe o mance
3
2579
0.390
20.901
0.357
0.422
0
3
3
1.000
56
Se ice Quali y
5
2608
0.296
15.574
0.058
0.151
2
3
5
0.600
57
Social Bene i
3
928
0.334
10.563
0.160
0.282
0
3
3
1.000
58
Sys em Quali y
7
2477
0.279
14.255
0.242
0.315
0
7
7
1.000
59
T us
3
880
0.313
9.591
0.252
0.371
0
3
3
1.000
60
U ili a ian Bene i
3
928
0.182
5.598
0.119
0.244
0
3
3
1.000
No e: The highligh ed ela ionships a e he bes p edic o s o he weigh analysis.
AVG o cc = a e age o he co ela ion coe icien ; Z- alue = no mal s anda d de ia ion.
19
Doc o al P og amme in In o ma ion Managemen
In o de o iden i y he mos e ec i e p edic o s o use IS con inuance in en ion,
(Jeya aj e al., 2006) classi ied independen a iables in wo ways: he a iables ha
we e e alua ed 5 ( i e) o mo e imes we e classi ied as well-u ilised, and he a iables
e alua ed less han 5 ( i e) imes seen as expe imen al. Addi ional de ini ions o Jeya aj
e al., (2006) ha e been aken in o conside a ion : bes p edic o s – a e he ela ionships
ha we e classi ied as well-u ilised wi h he weigh g ea e han o equal o 0.8; and
p omising p edic o s – ela ionships ha we e classi ied as expe imen al wi h he
weigh equal o 1.
The ou comes o he 60 ela ionships assessed in he weigh analysis show ha 34 we e
classi ied as well-u ilised, and 31 as bes p edic o s (highligh ed ela ionships) o he
con inuance in en ion o use an IS. Addi ionally, 24 ou o 26 expe imen al ela ionships
we e classi ied as p omising p edic o s, equi ing mo e e alua ion o succeed as bes
p edic o s. Fo u u e esea ch, we encou age esea che s o e alua e such p omising
p edic o s. Howe e , in all he s udies, no ype o ela ionship was ound o be no
signi ican .
Acco ding o he indings o me a- and weigh analyses, he mos o en used dependen
a iables we e con inuance in en ion, sa is ac ion, and pe cei ed use ulness. The e o e,
he mos used independen a iables o explain con inuance in en ion (used mo e han
en imes) we e sa is ac ion, pe cei ed use ulness, pe cei ed enjoymen , a i ude, and
subjec i e no ms.
2.4.3. Mode a o analysis
The analysis o po en ial mode a o s was pe o med using ac o s om he
me hodological, economic, and cul u al con ex . Thus, hese ac o s we e es ed in he
ela ionships ha p edic con inuance in en ion, and p esen a conside able numbe o
obse a ions (a leas 30) (Geyskens e al., 2009; Lipsey & Wilson, 2001). Howe e ,
he ela ionships selec ed we e pe cei ed use ulness and sa is ac ion o con inuance
in en ion (Schmid & Hun e , 2016). The esul s o he analysis a e p esen ed in Table
2.2.
The mode a o sample size had a signi ican mode a ing e ec on he ela ionship o
pe cei ed use ulness o con inuance in en ion (
β
= 0.338, M_Low = 0.418, M_High =
20
Doc o al P og amme in In o ma ion Managemen
0.316, p < 0.05), and had no signi ican mode a ing e ec o he o he ela ionships o
sa is ac ion o con inuance in en ion (
β
= 0.502, M_Low = 0.461, M_High = 0.448).
In he economic con ex , he mode a o economic de elopmen had no signi ican
mode a ing e ec o pe cei ed use ulness o con inuance in en ion (
β
= 0.467, M_Low
= 0.364, M_High = 0.380), and sa is ac ion o con inuance in en ion (
β
= 0.546, M_Low
= 0.451, M_High = 0.466). Simila ly, he mode a o inno a ion le el had no signi ican
mode a ing e ec o pe cei ed use ulness o con inuance in en ion (
β
= 0.490, M_Low
= 0.330, M_High = 0.414), and sa is ac ion o con inuance in en ion (
β
= 0.491, M_Low
= 0.492, M_High = 0.438).
In he cul u al con ex , he powe dis ance mode a o had a signi ican mode a ing
e ec o sa is ac ion o con inuance in en ion (
β
= 0.455, M_Low = 0.495, M_High =
0.414, p < 0.05), and had no signi ican mode a ing e ec on he o he ela ionship o
pe cei ed use ulness o con inuance in en ion (
β
= 0.497, M_Low = 0.320, M_High =
0.445). The mode a o indi idualism had a signi ican mode a ing e ec o pe cei ed
use ulness o con inuance in en ion (
β
= 0.499, M_Low = 0.308, M_High = 0.420, p <
0.1), and had no signi ican mode a ing e ec on he o he ela ionship, sa is ac ion o
con inuance in en ion (
β
= 0.526, M_Low = 0.393, M_High = 0.449). The mode a o
masculini y had a signi ican mode a ing e ec o sa is ac ion o con inuance in en ion
(
β
= 0.527, M_Low = 0.374, M_High = 0.465, p < 0.1) and had no signi ican mode a ing
e ec on he o he ela ionship o pe cei ed use ulness o con inuance in en ion (
β
=
0.511, M_Low = 0.336, M_High = 0.435). The mode a o unce ain y a oidance had a
signi ican mode a ing e ec on pe cei ed use ulness o con inuance in en ion (
β
=
0.361, M_Low = 0.441, M_High = 0.327, p < 0.1), and had no signi ican mode a ing
e ec on he ela ionship sa is ac ion o con inuance in en ion (
β
= 0.473, M_Low =
0.433, M_High = 0.430). Simila ly, he mode a o long e m o ien a ion had a signi ican
mode a ing e ec on pe cei ed use ulness o con inuance in en ion (
β
= 0.332, M_Low
= 0.420, M_High = 0.308, p < 0.1), and had no signi ican mode a ing e ec on he
ela ionship sa is ac ion o con inuance in en ion (
β
= 0.540, M_Low = 0.453, M_High =
0.455). Finally, he mode a o indulgence had a signi ican mode a ing e ec on he
ela ionship sa is ac ion o con inuance in en ion (
β
= 0.584, M_Low = 0.425, M_High =
21
Doc o al P og amme in In o ma ion Managemen
0.484, p < 0.1), and had no signi ican mode a ing e ec on he ela ionship pe cei ed
use ulness o con inuance in en ion (
β
= 0.394, M_Low = 0.408, M_High = 0.343).
Table 2.2 - Mode a ion’s analysis.
Mode a o Le el
Pe cei ed Use ulness o
Con inuance In en ion
Sa is ac ion o Con inuance
In en ion
!
R
P_ alue
!
R
P_ alue
Sample size
In e cep
.338
.001
.502
.001
High
1
.316
1
.448
Low
.159
.418
.038**
.049
.461
.409
Economic de elopmen
In e cep
.467
.001
.546
.001
High
1
.380
1
.466
Low
-.067
.364
.454
-.026
.451
.712
Inno a ion Le el
In e cep
.490
.001
.491
.001
High
1
.414
1
438
Low
-.125
.330
.163
.094
.492
.113
Powe Dis ance
In e cep
.497
.001
.455
.001
High
1
.445
1
.414
Low
-.125
.320
.158
.143
.495
.015**
Indi idualism
In e cep
.499
.001
.526
.001
High
1
.420
1
.449
Low
-.166
.308
.055*
.015
.393
.836
Masculini y
In e cep
.511
.001
.527
.001
High
1
.435
1
.465
Low
-.138
.336
.153
-.118
.374
.060*
Unce ain y a oidance
In e cep
.361
.001
.473
.001
High
1
.327
1
.430
Low
.159
.441
.096*
.018
.433
.772
Long Te m o ien a ion
In e cep
.332
.001
.540
.001
High
1
.308
1
.455
Low
166
.420
.055*
-.020
.453
.769
Indulgence
In e cep
.394
.001
.584
.001
High
1
.343
1
.484
Low
.063
.408
.431
-.115
.425
.053*
No e: *** p < 0.01; ** p < 0.05; * p < 0.10
2.5. Discussion
Conside ing he numbe o s udies on con inuance in en ion o use an IS using heo ies
o models, i becomes signi ican and sui able o analyse and discuss hei collec i e
indings. We can e i y ha he a iables and ela ionships used a e qui e dispe sed, as
s udies a e analysing di e en IS echnologies, s udies om sepa a e imes, and
di e en geog aphical spaces wi h dis inc cul u es.
The esul s e eal ha he me a- and weigh analyses o he independen a iables on
equi alen dependen a iables a e close . The highe he weigh o an independen
a iable, he g ea e is he p obabili y ha i is signi ican in pe o ming he me a-
analysis (Rana e al., 2015). In he me a-analysis, all he 31 bes p edic o s, and all he

22
Doc o al P og amme in In o ma ion Managemen
24 p omising p edic o s we e ound o be s a is ically signi ican . The emaining h ee
well-u ilised ela ionships, namely se ice quali y on sa is ac ion, pe cei ed ease o use
on a i ude, and pe cei ed ease o use on con inuance in en ion, we e also s a is ically
signi ican . The esul s e eal ha he mos impo an ela ionships o p edic
con inuance in en ion o use an IS a e simul aneously s a is ically signi ican in me a-
analysis and bes p edic o s in weigh analysis.
Addi ionally, he wid h o he con idence in e al depends on he co ec ness o
indi idual s udies along wi h he numbe o he cumula i e s udies (Rana e al., 2015).
We can e i y ha all o he bes p edic o and p omising p edic o ela ionships
ob ained a na ow in e al, p o iding con idence o he le el o a iance o he
co ela ion alues.
Acco ding o he esul s, h ee heo e ical models (Figu e 2.3) we e designed o suppo
u u e s udies on con inuance in en ion o use an IS. The i s model (A) was c ea ed
using all he da a om ou analysis (gene al model), and hen, o unde s and he model's
e olu ion, he da a we e di ided in o wo g oups ( om 2001 o 2010, and om 2011 o
2017), and wi h his in o ma ion, wo mo e models we e c ea ed. The second model
(B) was c ea ed using da a om 2001 o 2010, and he las model (C) was c ea ed using
da a om 2011 o 2017. To gene a e he heo e ical models, i s , signi ican
ela ionships om he me a-analysis we e selec ed, second, he bes p edic o s o
weigh analysis we e selec ed, and inally, di ec o indi ec a iables ela ed o
con inuance in en ion o use an IS we e selec ed. Mo eo e , he ela ionships such as
se ice quali y on sa is ac ion, pe cei ed ease o use on a i ude, and pe cei ed ease o
use on con inuance in en ion we e e alua ed i e o mo e imes and wi h weigh less
han 0.8. Basically, because hey we e s a is ically non-signi ican in indi idual s udies,
u u e esea ch is needed o p o e o disapp o e he exis ing end (Jeya aj e al., 2006).
Acco ding o he indings, i is possible o unde s and ha he e is an e olu ion o he
models, jus by compa ing he o iginal model o IS con inuance in en ion (A
Bha ache jee, 2001) wi h ou gene al model. The gene al model is mo e complex and
p esen s mo e ela ionships wi h a signi ican se o cons uc s. Going o model B, i is
simple han he gene al model (A). This ace means ha , in ha pe iod (2001 o 2010),
he key ac o s ha in luenced use s o con inue using IS we e: sa is ac ion, pe cei ed
23
Doc o al P og amme in In o ma ion Managemen
use ulness, and a i ude. Con inuance in en ion was used o p edic con inuance
beha iou . In model B, Con i ma ion only explains sa is ac ion and pe cei ed
use ulness o e ime, and i s a s explaining pe cei ed ease o use and pe cei ed
enjoymen . This phenomenon also happened wi h pe cei ed ease o use. I only
explains sa is ac ion, o e ime, and explains pe cei ed use ulness.
In model C, which is mo e complex han model B and e y simila o he gene al model
(A), we can a gue ha in ha pe iod (2011 o 2017), (i) he ype o IS inc eased
conside ably, hen, o suppo his phenomenon, (ii) he numbe o cons uc s also
inc eased. In model B, we ha e discon i ma ion explaining sa is ac ion and pe cei ed
use ulness, bu we do no ha e hese ela ionships in model C. This means ha hese
ela ionships ha e been so well-explo ed ha hey became pa o a collec i e body o
knowledge. In model B, we ha e pe cei ed ease o use explaining sa is ac ion; o e
ime, he same cons uc s a ed explaining pe cei ed use ulness and began o be
explained by con i ma ion. In model C, we do no ha e con inuance in en ion
explaining con inuance beha iou . F om 2011 o 2017, i is possible o e i y ha he
independen cons uc s inc eased signi ican ly. Some cons uc s belong o o he
heo e ical models, o example, a i ude, subjec i e no ms, and pe cei ed beha iou
con ol (Ajzen, 1985), sys em quali y and in o ma ion quali y (DeLone & McLean,
1992) pe cei ed ease o use (Da is, 1989). Two cons uc s do no appea in ei he
model B o C bu appea in he gene al model (A), such as pe o mance and pe cei ed
beha iou con ol. This elemen means ha hese ela ionships ha e been explo ed o e
he whole ange o ou analysis (2001 - 2017). Mo eo e , when he da ase was di ided,
hey did no become s a is ically signi ican in bo h g oups.
Howe e , o e ime, he heo e ical models g ow mo e complex, and new cons uc s
appea , such as pe cei ed enjoymen , us , low, subjec no ms, and pe o mance, e c.
Ne e heless, some cons uc s a e in decadence because hey u ned in o common
knowledge, and some cons uc s like sa is ac ion, pe cei ed use ulness, con i ma ion,
pe cei ed ease o use, and a i ude emain o e ime. This cha ac e is ic means ha
hese cons uc s a e s ill essen ial o p edic IS con inuance in en ion. Now we can a gue
ha we ha e a powe ul model (A) o p edic con inuance in en ion o use IS, using
24
Doc o al P og amme in In o ma ion Managemen
dis inc ypes o echnologies, in di e en en i onmen s. In addi ion, he heo e ical
models had a signi ican e olu ion.
The dashed ela ionships mean ha hey we e no s a is ically signi ican and bes
p edic o s in ha pe iod. Mo eo e , he pe o mance and pe cei ed beha iou con ol
on con inuance in en ion we e s a is ically signi ican and bes p edic o s only wi h all
he da ase (model A).
25
Doc o al P og amme in In o ma ion Managemen
Figu e 2.3 - Theo e ical models based on me a- and weigh analysis (*** p < 0.01; ** p < 0.05; * p < 0.10).
No e: The dashed ela ionships ep esen ed abo e we e no s a is ically signi ican and bes p edic o s in
he pe iod o analysis.
32
Doc o al P og amme in In o ma ion Managemen
The esul s unde sco e ha small sample size, high le els o indi idualism, low le els
o unce ain y a oidance, and low le els o long- e m o ien a ion posi i ely mode a e
he ela ionship be ween pe cei ed use ulness and con inuance in en ion. Rega ding
indi idualism, manage s should ocus on he ask and au onomy o he indi idual.
Indi idual managemen is mo e impo an han g oup managemen (Ho s ede &
Minko , 2010). Fo unce ain y a oidance, he esul s a e impo an o manage s o
p omo e he usabili y o he IS, conside ing ha hey a e mo e ecep i e o new
echnology (Bap is a & Oli ei a, 2015). Fo long e m o ien a ion, he esul s a e
pi o al o manage s because people wi h a low le el o long- e m o ien a ion ollow
ins uc ions, and espec ules and adi ions. Howe e , he esul s de e mine ha a low
le el o powe dis ance, a high le el o masculini y, and a high le el o indulgence
posi i ely mode a e he ela ionship be ween sa is ac ion and con inuance in en ion.
Conce ning powe dis ance, independence is a ca dinal cha ac e is ic, and powe
should be dis ibu ed unequally (Bap is a & Oli ei a, 2015; Ho s ede & Minko , 2010).
Fo masculini y, manage s should p omo e compe i ions and aining o mo i a e
people. Fo indulgence, impulses and desi es a e mo e impo an . Manage s should
sa is y people acco ding o hei desi es (Ho s ede & Minko , 2010).
2.5.4. Limi a ions and ecommenda ion
The esea ch con ains se e al limi a ions. Fi s , we did no include ce ain s udies
because o he una ailabili y o hei quan i a i e da a, o because hey we e quali a i e.
Fo example, some s udies did no epo he e ec size when he ela ionships we e
s a is ically non-signi ican . In eg a ing hese s udies could gene a e ele an
in o ma ion in e ms o he signi icance o he cons uc s. Secondly, in he p e ious
esea ch i he da a a e biased on IS con inuance in en ion, hen he e ec o he mean
p esen ed h ough me a-analysis will also e lec his bias, and in his s udy, he
handling publica ion biases a e missing. Mo eo e , we used me a-essen ials, a me a-
analysis ool. This ool has limi a ions, conside ing ha me a-essen ials is no able o
pe o m mo e ad anced analyses, like linea model o s uc u ed equa ion model (Rhee
e al., 2015), u u e esea ch should conside a mo e ad anced ool o p o ide mo e
insigh s and a di e en app oach o esea ch.

33
Doc o al P og amme in In o ma ion Managemen
Fu u e esea ch should conside ela ionships like se ice quali y on con i ma ion,
hedonic ou come expec a ion, and in insic mo i a ion on con inuance in en ion,
sa is ac ion on habi , us , hedonic bene i s, and pe o mance on sa is ac ion as hey
we e classi ied as p omising p edic o s and we e s a is ically signi ican wi h a high
a e age co ela ion coe icien . Cul u e has an impo an impac on IS con inuance
in en ion, and u u e esea ch should inco po a e a cul u e a iable such as subjec i e
no ms, habi , o a i ude, o p o ide addi ional insigh s. Conside ing ha some IS such
as mobile paymen s and gami ica ion a e g owing exponen ially, u u e esea ch could
con empla e a me a-analysis o syn hesise and p o ide mo e indings in hese subjec s.
2.6. Conclusions
The goal o ou esea ch was o collec and analyse di e en s udies on con inuance
in en ion o use IS, by using me a-analysis combined wi h weigh analysis. The
sys ema ic e iew o exis ing s udies comp ised 115 pape s, which cons i u ed he basis
o he analysis o ou esea ch. The mos used echnology was e-lea ning, ollowed by
social ne wo k se ices. In he p ocess o collec ing da a o ou analysis, we ound
mo e han 600 ela ionships and selec ed he ela ionships ha had been examined h ee
o mo e imes, o alling 60 di e en ela ionships. 34 ou o he 60 mos used
ela ionships ha e been examined i e o mo e imes. We iden i ied he mos used
a iables in he li e a u e and highligh ed hei ele ance, con ibu ing o he cu en
s a e o he a (Hama i & Ke onen, 2017; K. Wu e al., 2011; Y. Zhao e al., 2018).
Conce ning mode a ion analysis, we p esen ed no ewo hy esul s. The ela ionship
pe cei ed use ulness o con inuance in en ion was mode a ed wi h sample size,
indi idualism, unce ain y a oidance and long e m o ien a ion. Fu he mo e, he
ela ionship sa is ac ion o con inuance in en ion was mode a ed wi h powe dis ance,
masculini y and indulgence. Acco ding o ou empi ical esul , he e olu ion o he
heo e ical models was p esen ed, using he bes p edic o s and he signi ican
ela ionships o p edic con inuance in en ion o use an IS. This s udy wo ks as a
e e ence basis o u u e esea ch ha seek o de elop he a ea o con inuance in en ion
o use any ype o IS. Mo eo e , among he mos used cons uc s, we ound cons uc s
34
Doc o al P og amme in In o ma ion Managemen
om he expec a ion con i ma ion model (A Bha ache jee, 2001), echnology
accep ance model (Da is, 1989), he heo y o planned beha iou (Ajzen, 1985), and
he DeLone and McLean IS success model (DeLone & McLean, 1992). Acco ding o
Jeya aj e al., (2006) c i e ia, 31 ela ionships we e classi ied as bes p edic o s
(examined i e o mo e imes, and weigh ≥ 0.8), and 24 ela ionships we e classi ied
as p omising p edic o s (examined ewe han i e imes, and weigh = 1), needing
mo e es s o quali y as he bes p edic o s.
35
Doc o al P og amme in In o ma ion Managemen
36
Doc o al P og amme in In o ma ion Managemen
Chap e 3 – Unde s anding he ac o s o mobile paymen con inuance in en ion:
empi ical es in an A ican con ex
3.1. In oduc ion
In ecen yea s he numbe o mobile phone use s has been g owing exponen ially,
mo i a ing companies o deli e se ices ia mobile phones (Ka jaluo o e al., 2019;
Pe saud and Azha , 2012; J. Wu e al., 2017). Mobile paymen (m-paymen ) is one o
he many se ices ha can be used ia mobile phones. M-paymen is a imbu semen
me hod ha uses mobile phones o make inancial ansac ions such as paying o goods
o se ices, ans e ing money, and wi hd awing money (Fan e al., 2018a; T. Zhou,
2013). M-paymen echnology was a dis up i e e olu ion ha a ec ed paymen
ecosys ems, o igina ing in he Uni ed S a es and sp eading h oughou he wo ld (Fan
e al., 2018a). In A ica, m-paymen was launched in Kenya, and was quickly adop ed
in o he coun ies. Mozambique is one o he A ican coun ies ha adop ed m-
paymen , helping u al people who do no ha e banking in as uc u e nea hem
(Ba is a and Vicen e, 2018). When we compa e he use ulness o m-paymen in
de eloped and de eloping economies, i appea s ha he impac on people's li es is
mos no iceable in de eloping economies, conside ing ha inancial se ices do no
each mos o he popula ion ye , and mos people a el long dis ances o access hem
(Asamoah e al., 2020; Humbani and Wiese, 2018; Iman, 2018). M-paymen has a
majo impac on hese communi ies because i p o ides basic inancial se ices such as
money ans e , paymen o goods and se ices, and/o wi hd awing money, he eby
imp o ing people's li es (Iman, 2018; Rahman e al., 2020).
Much esea ch has been unde aken o unde s and m-paymen in di e en con ex s
(e.g., Lu e al. (2017) in China; Lin e al. (2017) in he Uni ed S a es; Sinha e al. (2019)
in India; Oli ei a e al. (2016) in Po ugal). Howe e , ew s udies ha e been conduc ed
in he A ican con ex (Chen and Li, 2017; Lin e al., 2017). P e ious li e a u e has used
di e en heo e ical models o unde s and con inuance in en ion o use m-paymen .
Shao e al. (2019) used us and inno a ion di usion heo y; Lu e al. (2017) used
expec a ion-con i ma ion heo y, mobili y, p i acy p o ec ion, social in luence, and
cul u al alues; Chen and Li (2017) used IT con inuance, isk- us , and a ec -
37
Doc o al P og amme in In o ma ion Managemen
cogni ion li e a u e. Wi h he excep ion o wo s udies ha in eg a ed quali y ac o s o
unde s and con inuance in en ion o m-paymen (T. Zhou, 2013, 2014b), ou s udy
shows how impo an i is o combine DeLone and McLean in o ma ion sys em (D&M
IS) success model, and expec a ion-con i ma ion model (ECM). Each model has
s eng hs and weaknesses, and hese a e o se and complemen ed by combining hese
wo models. Despi e he bene i s o m-paymen , he e a e s ill ba ie s o he
con inuance use. Many use s emain conce ned abou indi idual pe o mance and he
quali y o se ices, since he m-paymen se ice in ol es ansac ion in o ma ion ha
a ec s use p i acy. I is impo an ha he use s eel con iden abou m-paymen ,
ealize ha he se ice is o quali y, ha i con ains use ul in o ma ion and ha hey
eel he need o use mo e and mo e.
Ea lie s udies add essed simila issues (Fan e al., 2018a; Shao e al., 2019; T. Zhou,
2011b, 2013), bu did no in eg a e a model ha can explain di e en quali ies o m-
paymen , sa is ac ion, and pe cei ed indi idual pe o mance o unde s and con inuance
in en ion o m-paymen . Conside ing he impac o m-paymen in he A ican con ex ,
due o he lack o access o echnology in he same p opo ion, a se ice ha can be
used any ime and anywhe e, ega dless o he educa ion and economic le el, educing
he need o use banks is o g ea impo ance (Pal e al., 2020). The con ex can challenge
he heo e ical models o explain m-paymen . Based on hese easons, we app oached
he esea ch ques ion (RQ): How do he indi idual pe o mance d i e s in luence he
con inuance in en ion o use m–paymen in an A ican con ex ? In his sense, i is in
ou in e es o unde s and he e ec s o indi idual pe o mance d i e s combined wi h
he ECM on m-paymen . We joined wo well-es ablished models, he D&M IS success
model (DeLone and Mclean, 2003) and ECM (A Bha ache jee, 2001) o in es iga e
con inuance in en ion o use m-paymen and gain a holis ic iew o he quali y o
se ice and indi idual pe o mance on con inuance in en ion.
The cu en esea ch con ibu es o he li e a u e i s ly by combining he D&M IS
success model wi h he ECM model wi h he aim o imp o ing he unde s anding o
con inuance in en ion o use m–paymen , iden i ying impo an de e minan s. As pe
p e ious esea ch, his would be he i s s udy o combine all he ac o s o D&M IS
success model and ECM model wi h he pu pose o unde s and con inuance in en ion

38
Doc o al P og amme in In o ma ion Managemen
o use m–paymen . Secondly, conside ing ha he A ican ma ke is de eloping, his
esea ch will bene i people and companies ha a e de eloping IT ela ed o m-paymen
by iden i ying he mos impo an ac o s ha can lead o end-use ’s long- e m usage.
Thi dly, by add essing he ac o s o indi idual’s con inuance in en ion o use m-
paymen , he s udy deepens knowledge, abou wha is impo an o he long– e m usage
o an IS (A Bha ache jee, 2001).
The nex sec ion p esen s he bibliog aphic e iew. Sec ion 3 ou lines he hypo heses
and he esea ch model. Sec ion 4 desc ibes he esea ch me hodology. Da a analyses
and esul s o esea ch a e p esen ed in Sec ion 5. Finally, he discussion and
conclusions a e de ailed in Sec ions 6 and 7, espec i ely.
3.2. Li e a u e e iew
3.2.1. Mobile Paymen
M-paymen is a ype o paymen ha can be pe o med by mobile de ices (such as
mobile phones, sma phones, e c.), o pay o goods, se ices, and bills. They use
wi eless echnologies (mobile phone ne wo ks, NFI, Blue oo h, RFID, e c.) o pe o m
ansac ions (Kau e al., 2020; Kujala e al., 2017; Liébana-cabanillas e al., 2014,
2018; F. Liébana-Cabanillas and La a-Rubio, 2017; J. K. Pa k e al., 2019). O he
au ho s e e o m-paymen as a se ice o ca y ou paymen , check balances, and
ans e money in a simple way, any ime and anywhe e (Pal e al., 2020; T. Zhou, 2013,
2014b). The e a e di e en ways o conduc a ansac ion using m-paymen , he
simples is based on using sho -messages wi h a simple mobile phone whe eby he use
can check balances o conduc paymen s using sho messages (Luna e al., 2019; Zhou,
2013). Ano he me hod is by using NFC (nea ield communica ion), communica ion
is es ablished by he p oximi y o wo de ices, and he ansac ion is made (de Luna e
al., 2019; Kujala e al., 2017; F ancisco Liébana-Cabanillas e al., 2019). The mos
sophis ica ed means is by using a mobile applica ion (app), he use downloads he app,
ins alls i on a sma phone, and egis e s o s a using he app (Singh e al., 2020;
Ve kijika, 2020).
39
Doc o al P og amme in In o ma ion Managemen
M-paymen con inuance in en ion was s udied by Lu e al. (2017), who applied
mobili y, p i acy p o ec ion, and social in luence, and concluded ha pos -usage
p i acy p o ec ion and social in luence belie impac use s’ in en ions o con inue using
m-paymen . Yu e al. (2018) applied us ans e heo y, pe cei ed simila i y, and
en i a i i y, and de e mined ha sa is ac ion is an impo an p edic o in luencing m-
paymen con inuance in en ion, and ha he us ans e p ocess posi i ely in luences
con inuance in en ion h ough sa is ac ion. Zhou (2013) used in o ma ion sys ems
success and low heo y, and posi ed ha low, sa is ac ion, and us in luence
con inuance in en ion; and m-paymen p o ide s need o o e a quali y sys em,
in o ma ion, and se ice o gua an ee long- e m usage. Chen and Li (2017) applied IT
con inuance, isk- us , and a ec -cogni ion, and concluded ha sa is ac ion and
pos adop ion pe cei ed use ulness posi i ely in luence con inuance in en ion o m-
paymen . In gene al, mos p e ious s udies ocused on us and sa is ac ion o he m-
paymen con inuance in en ion (J. Lu, Wei, e al., 2017; Tam e al., 2020; T. Zhou,
2012, 2014b), bu quali y and pe o mance also play an impo an ole in m-paymen
con inuance usage.
3.2.2. Mobile paymen in an A ican con ex
In an A ican con ex , elecommunica ion companies (Sa a icom) launched m-paymen
(M-Pesa) in Kenya in 2007 (Jack and Su i, 2011; Wenne e al., 2018). Kenyans
consolida ed he use ulness o his echnology (Omigie e al., 2017; Uwama iya and
Loebbecke, 2020). The echnology hen g ew exponen ially and sp ead ac oss he
con inen , and is now being used in mo e han i e A ican coun ies and has mo e han
29 million ac i e use s (Voda one G oup, 2016; Wenne e al., 2018).
M-paymen was adop ed in Mozambique and g ew apidly, conside ing ha his se ice
is an al e na i e o bank-based sys ems o he popula ion o access inancial se ices.
Using simple sho messages, use s can pe o m a ansac ion o ans e money, and
pay o goods and se ices. This se ice was in oduced by he Mozambican
Telecommunica ion Company MCel (mKesh) and by Vodacom (M-Pesa) (O igão e
al., 2015). Ba is a and Vicen e (2018) ound ha m-paymen is e y impo an in u al
a eas o inc ease inancial inclusion. Jack and Su i (2011) a gued ha m-paymen
40
Doc o al P og amme in In o ma ion Managemen
sp ead e y quickly because i is an al e na i e banking se ice and has subs an ial
impac on people in low economic condi ions. Tobbin and Kuwo nu (2011) a gued ha
pe cei ed ease o use and pe cei ed use ulness a e he mos impo an ac o s o
beha iou al in en ion o use m-paymen in Ghana. Humbani and Wiese (2018) show
ha con enience and compa ibili y posi i ely in luence he adop ion o m-paymen .
Addi ionally, hey demons a ed ha only gende could mode a e he ela ionship
be ween con enience and he adop ion o m-paymen .
3.2.3. Theo e ical models
3.2.3.1. DeLone and McLean IS success model
The DeLone and McLean IS success model has been b oadly used o explain indi idual
and o ganiza ional pe o mance (DeLone and McLean, 1992). Howe e , in his s udy,
he ocus is on he indi idual le el. The D&M IS model explains ha (1) bo h quali y
sys em and in o ma ion quali y signi ican ly in luence he use o IS and use
sa is ac ion, (2) he use o IS in luences he use ’s sa is ac ion and ice e sa, (3) bo h
use and sa is ac ion signi ican ly in luence indi idual pe o mance, and (4) indi idual
pe o mance signi ican ly in luences o ganiza ional impac . Se e al s udies con i m
ha his model is powe ul o explain indi idual pe o mance and can be used wi h
o he models o a iables (Baabdullah e al., 2019; Sha ma and Sha ma, 2019). Tam
and Oli ei a (2016) employed i o unde s and he impac o mobile banking; Hsu e al.
(2014) used he model o explain he epu chase in en ion on online g oup-buying;
Wang (2008) applied i o explain he impac o e-comme ce sys em success.
A e en yea s DeLone and Mclean (2003) e iewed se e al pape s ha alida e,
challenge, and p opose imp o emen s o he o iginal model, and p oposed an upda ed
model. In he upda ed model hey include he ac ha se ice quali y signi ican ly
in luences he use o he sys em and sa is ac ion. They ealized ha wi h he g ow h o
IS, use s s a ed paying a en ion o he quali y o se ices (Tam and Oli ei a, 2016).
Conce ning he impac , in he upda ed model, hey ealized ha o he s udies ha e
p oposed se e al ypes o impac s and decided o join all he impac s in o a single
41
Doc o al P og amme in In o ma ion Managemen
impac called ne bene i s. Conside ing ha he p oposed model is based on he
indi idual le el, he indi idual pe o mance will also be used.
3.2.3.2. In o ma ion Sys em Con inuance Model
The e a e se e al heo ies used in s udies ela ed o in o ma ion sys ems, such as he
uni ied heo y o accep ance and usage o echnology (UTAUT), he echnology
accep ance model (TAM), and he ask- echnology i (TTF). Ou in e es is based on
he pos -adop ion heo e ical model o IS, a he indi idual le el. The e is a di e ence
be ween adop ion and con inuance in en ion o IS. Adop ion e e s o ac o s ha
explain why an indi idual adop s o ejec s a echnology (Humbani and Wiese, 2019;
S aub, 2009). A his s age, he use s ha e hei i s con ac wi h he echnology, and
depending on hei expe ience, hey decide whe he o use i o o ejec i . Con inuance
in en ion e e s o ac o s ha explain why an indi idual uses a echnology o a long
ime, hus con ibu ing o he con inued use o he echnology (F anque e al., 2020; X.
Lin e al., 2017). I in ol es unde s anding he long- e m ac o s ha con ibu e o he
success o he IS (A Bha ache jee, 2001; X. Lin e al., 2017).
Despi e he me i o p e ious s udies ha applied adop ion heo ies such as UTAUT
and TAM o explain con inuance in en ion (Hadji and Degoule , 2016; Joo e al., 2016;
Wu and Chen, 2017), he applica ion o hese models may su e om some limi a ions,
leading o misunde s andings and misapplica ions o hese heo ies (Bha ache jee and
Ba a , 2011; F anque e al., 2020; Naba i e al., 2016). The ECM model was based on
he expec a ion-con i ma ion heo y o Oli e (1986). The model explains ha (1)
con inuance in en ion o use IS was s ongly an icipa ed by use sa is ac ion, ollowed
by use s’ pe cei ed use ulness o he sys em, (2) use sa is ac ion was p edic ed by
use s’ con i ma ion o pe cei ed use ulness and expec a ion, and (3) use con i ma ion
o expec a ion was a signi ican p edic o o use s’ pe cei ed use ulness. The model
was ex ensi ely es ed in IS esea ch and con i med o be a good model o explain
con inuance in en ion (Ca illo e al., 2017; Ryu, 2018; Talwa e al., 2020; Wang e al.,
2019; Zheng, 2019). Use s’ sa is ac ion is he bes ac o o imp o e he con inuance
48
Doc o al P og amme in In o ma ion Managemen
3
Se ice Quali y
(SERQ)
SERQ1. The esponsible se ice pe sonnel a e always highly willing o help
whene e I need suppo wi h he M-Paymen .
SERQ2. The esponsible se ice pe sonnel p o ide pe sonal a en ion when I
expe ience p oblems wi h he M-Paymen .
SERQ3. The esponsible se ice pe sonnel p o ide se ices ela ed o M-Paymen
a he p omised ime.
SERQ4. The esponsible se ice pe sonnel ha e enough knowledge o answe my
ques ions wi h espec o M-Paymen .
(Tam & Oli ei a,
2016)
4
Use (U)
U1. I use M-Paymen .
U2. I use M-Paymen o buy p oduc s and se ices.
U3. I use M-Paymen o make ans e s.
U4. I use M-Paymen o wi hd aw money.
(Venka esh, 2003)
5
Sa is ac ion (S)
S1. I am e y pleased o use M-Paymen .
S2. I am e y happy wi h M-Paymen .
S3. I am deligh ed wi h M-Paymen .
(A Bha ache jee,
2001)
6
Con i ma ion
(C)
C1. My expe ience wi h using M-Paymen was be e han I expec ed.
C2. The se ice le el p o ided by M-Paymen was be e han I expec ed.
C3. O e all, mos o my expec a ions om using M-Paymen we e con i med.
(A Bha ache jee,
2001)
7
Pe cei ed
Use ulness
(PU)
PU1. Using M-Paymen imp o es my pe o mance.
PU2. Using M-Paymen inc eases my p oduc i i y.
PU3. Using M-Paymen enhances my e ec i eness.
PU4. I ind M-Paymen o be use ul o my wo k.
(A Bha ache jee,
2001)
8
Indi idual
Pe o mance
(IP)
IP1: M-Paymen enables me o accomplish asks mo e quickly.
IP2: M-Paymen makes i easie o accomplish asks.
IP3: M-Paymen is use ul o my job.
(Tam & Oli ei a,
2016)
9
Con inuance
In en ion (CI)
CI1. I in end o con inue using M-Paymen a he han discon inue i s use.
CI2. My in en ions a e o con inue using M-Paymen a he han manual p ocessing
o o he al e na i e means.
CI3. I plan o con inue using M-Paymen in my job.
(A Bha ache jee,
2001)
3.4.2. Da a
Da a we e collec ed om June 2018 o Oc obe 2018. The i ems we e assessed on a
se en-poin scale, anging om one ( o ally disag ee) o se en ( o ally ag ee). The
ques ion was c ea ed and managed in English and e ised o con en alidi y by a
language expe . Ne e heless, a p o essional ansla o ansla ed he ques ionnai e
in o Po uguese o adjus i o he Mozambican con ex . The ques ionnai e was e e se
ansla ed o English by a di e en ansla o o ensu e equi alence (B islin, 1970). To
alida e he ins umen s, a pilo es was conduc ed on a g oup o 40 s uden s, who we e
excluded om he main sample. Gi en ha he goal o his s udy is o in es iga e
con inuance in en ion o use m-paymen , he a ge esponden s should ha e expe ience
in using m-paymen . To ensu e his, he alid esponden s in he Mozambican con ex
we e con ined o M-Pesa and Mkesh use s. The su ey was sen o he esponden s,
p o iding a hype link o he ques ionnai e. We ecei ed 338 alid esponses by he
end o Oc obe 2018 om he 900 e-mails sen , which co esponds o a 37.5% esponse
a e. We es ed he sample dis ibu ed o he i s and second esponden g oups using

49
Doc o al P og amme in In o ma ion Managemen
he Kolmogo o -Smi no (K-S) es and con i med ha hey do no di e s a is ically
(Ryans, 1974), showing ha non- esponse bias was no p esen . The common me hod
bias was also examined using Ha man’s es (Podsako e al., 2003) con i ming no
signi ican common me hod bias in he da a.
The cha ac e is ics o he sample a e shown in Table 3.2; 60% o he esponden s we e
men, 42% o he esponden s had used m-paymen one (1) o ou (4) imes du ing he
las 3 mon hs.
Table 3.2 - Sample cha ac e is ics.
Age
< 25
119
35%
25 - 30
96
28%
31 - 40
76
22%
41 - 50
38
11%
> 50
9
3%
Gende
Female
134
40%
Male
204
60%
Educa ion
High school o below
83
25%
Bachelo ’s deg ee
151
45%
Mas e ’s deg ee o highe
104
31%
Employmen
S uden s
95
28%
Wo king p o essionals
203
60%
Re i ed
1
0%
Unemployed
39
12%
Ma i al s a us
Single
162
48%
Ma ied
74
22%
Di o ced
23
7%
Widowed
10
3%
Common-law ma iage (cohabi a ion)
67
20%
Do no know answe s
2
1%
M-paymen usage equency ( ime / 3 mon hs)
1 - 4
143
42%
5 - 10
92
27%
> 10
103
30%
50
Doc o al P og amme in In o ma ion Managemen
3.5. Da a analysis and esul s
S uc u al equa ion modeling (SEM) wi h pa ial leas squa e (PLS) was used o es
and assess he alidi y o he heo e ical model. P e ious esea ch has ecognized he
po en ial o SEM o measu ing s uc u al models (Al aimi e al., 2015; Tam and
Oli ei a, 2016). SEM is a se o s a is ical models used o assess he alidi y o heo ies
wi h empi ical da a (Ringle e al., 2005). Addi ionally, he Kolmogo o –Smi no (K-
S es ) was implemen ed, as i is used in cases whe e da a a e no usually dis ibu ed,
and he esea ch model is complex and has no been es ed in he li e a u e. Thus, PLS
is he app op ia e me hod o his esea ch. Sma PLS 3 so wa e (Ringle e al., 2015)
was used o analyse he heo e ical model ela ionships.
3.5.1. Measu emen model
The esul s o he measu emen model a e p esen ed in Tables 3.3 and 3.4. The esul s
o composi e eliabili y (CR) a e g ea e han 0.70, indica ing ha he model has good
in e nal consis ency. To assess he indica o eliabili y, we conside ed a loading g ea e
han 0.70. The ins umen s p esen a good indica o eliabili y. A e age a iance
ex ac ed (AVE) was used o es con e gen alidi y. AVE should be g ea e han 0.50
so ha he la en a iables explain mo e han hal o he a iance o hei indica o s
(Fo nell and La cke , 1981; Hai J e al., 2016; Hensele e al., 2009).
51
Doc o al P og amme in In o ma ion Managemen
Table 3.3 - Measu emen model.
Cons uc
AVE
Composi e
Reliabili y
C onbach's
Alpha
I em
Loadings
- alue
In o ma ion Quali y
(INFQ)
0.652
0.882
0.822
INFQ1
0.829
38.958
INFQ2
0.851
44.922
INFQ3
0.809
40.380
INFQ4
0.737
17.910
Sys em Quali y (SYSQ)
0.628
0.871
0.801
SYSQ1
0.736
17.964
SYSQ2
0.839
32.255
SYSQ3
0.837
42.697
SYSQ4
0.753
20.061
Se ice Quali y
(SERQ)
0.617
0.865
0.792
SERQ1
0.725
15.049
SERQ2
0.824
30.969
SERQ3
0.818
31.505
SERQ4
0.771
23.059
Use (U)
0.595
0.855
0.773
U1
0.781
27.522
U2
0.745
21.760
U3
0.792
22.677
U4
0.767
23.880
Sa is ac ion (S)
0.690
0.870
0.776
S1
0.850
48.015
S2
0.833
40.310
S3
0.809
27.531
Con i ma ion (C)
0.623
0.832
0.697
C1
0.777
21.874
C2
0.824
32.682
C3
0.765
24.587
Indi idual pe o mance
(IP)
0.630
0.836
0.705
IP1
0.782
27.527
IP2
0.846
39.725
IP3
0.751
18.229
Pe cei ed Use ulness
(PU)
0.575
0.844
0.753
PU1
0.729
17.764
PU2
0.813
35.602
PU3
0.778
25.344
PU4
0.709
15.089
Con inuance In en ion
(CI)
0.525
0.812
0.695
CI1
0.757
22.151
CI2
0.769
20.020
CI3
0.807
41.005
No e: AVE: A e age a iance ex ac ed.
52
Doc o al P og amme in In o ma ion Managemen
Table 3.4 - La en cons uc co ela ions and squa e oo s o AVEs.
Mean
STDEV
INFQ
SYSQ
SERQ
U
S
C
IP
PU
CI
INFQ
4.869
1.123
0.807
SYSQ
4.813
1.123
0.608
0.793
SERQ
4.247
1.166
0.247
0.284
0.785
U
4.693
1.154
0.509
0.395
0.349
0.771
S
4.464
1.165
0.524
0.432
0.361
0.566
0.831
C
4.330
1.102
0.498
0.413
0.396
0.510
0.640
0.789
IP
4.545
1.055
0.384
0.390
0.257
0.415
0.333
0.397
0.794
PU
4.464
1.085
0.446
0.327
0.329
0.495
0.530
0.566
0.485
0.758
CI
4.481
0.986
0.389
0.342
0.288
0.496
0.426
0.439
0.481
0.386
0.724
No es: Values in bold a e he squa e oo o he a e age a iance ex ac ed; STDEV: S anda d
de ia ion; INFQ: In o ma ion Quali y; SYSQ: Sys em Quali y; SERQ: Se ice Quali y; U: Use; S:
Sa is ac ion; C: Con i ma ion; IP: Indi idual pe o mance; PU: Pe cei ed Use ulness; CI: Con inuance
In en ion.
As seen in Table 3.3, all he cons uc s mee hese c i e ia, ensu ing con e gence. This
shows ha he cons uc s can be used o assess he heo e ical model. Disc iminan
alidi y was measu ed using Fo nell-La cke c i e ion (Table 3.4), c oss-loadings
c i e ion (Table 3.5), and he he e o ai -mono ai a io o co ela ions (HTMT) (Table
3.6). Table 3.4 epo s he squa e oo o he AVE in bold along he diagonal, and he
co ela ions be ween he cons uc s. Based on Fo nell and La cke (1981) c i e ion, he
squa e oo o he AVE should be g ea e han he co ela ion be ween he cons uc s,
and hus he cons uc s ul il he c i e ion. To ensu e he disc iminan alidi y, each
i em p esen s a highe loading on i s co esponding ac o han in he c oss-loading
(Chinn, 1998; Gö z e al., 2010). Based on HTMT (Table 3.6) i can be seen ha all he
alues a e below 0.90, and i he e o e can be concluded ha he e is disc iminan
alidi y (Hensele e al., 2015). The measu emen model indings indica e ha he
model has a good in e nal consis ency, eliabili y indica o , con e gence alidi y, and
disc iminan alidi y, illus a ing ha he cons uc s a e s a is ically di e en and can
be used o assess he s uc u al model.
53
Doc o al P og amme in In o ma ion Managemen
Table 3.5 - C oss loadings.
INFQ
SYSQ
SERQ
U
S
C
IP
PU
CI
INFQ1
0.829
0.427
0.185
0.476
0.461
0.428
0.359
0.411
0.329
INFQ2
0.851
0.541
0.166
0.440
0.440
0.385
0.364
0.369
0.354
INFQ3
0.809
0.516
0.222
0.379
0.434
0.420
0.312
0.408
0.327
INFQ4
0.737
0.490
0.234
0.334
0.346
0.371
0.183
0.231
0.235
SYSQ1
0.469
0.736
0.230
0.314
0.328
0.277
0.269
0.199
0.198
SYSQ2
0.477
0.839
0.255
0.306
0.385
0.339
0.326
0.264
0.293
SYSQ3
0.483
0.837
0.242
0.302
0.360
0.343
0.332
0.321
0.312
SYSQ4
0.499
0.753
0.171
0.332
0.293
0.346
0.306
0.247
0.277
SERQ1
0.245
0.278
0.725
0.251
0.289
0.319
0.174
0.275
0.216
SERQ2
0.172
0.208
0.824
0.295
0.283
0.331
0.229
0.271
0.265
SERQ3
0.176
0.168
0.818
0.282
0.287
0.297
0.170
0.232
0.195
SERQ4
0.183
0.239
0.771
0.268
0.275
0.296
0.235
0.253
0.226
U1
0.426
0.325
0.316
0.781
0.402
0.357
0.346
0.353
0.438
U2
0.386
0.292
0.219
0.745
0.406
0.381
0.308
0.421
0.425
U3
0.354
0.248
0.255
0.792
0.436
0.408
0.308
0.337
0.318
U4
0.400
0.346
0.282
0.767
0.498
0.426
0.316
0.414
0.349
S1
0.495
0.415
0.332
0.585
0.850
0.502
0.315
0.445
0.368
S2
0.432
0.348
0.267
0.435
0.833
0.545
0.259
0.469
0.367
S3
0.372
0.307
0.299
0.378
0.809
0.552
0.252
0.407
0.325
C1
0.341
0.294
0.294
0.402
0.561
0.777
0.352
0.456
0.341
C2
0.446
0.369
0.349
0.417
0.497
0.824
0.341
0.456
0.375
C3
0.390
0.312
0.294
0.387
0.454
0.765
0.241
0.426
0.321
IP1
0.309
0.286
0.234
0.356
0.318
0.354
0.782
0.369
0.389
IP2
0.295
0.333
0.181
0.330
0.249
0.278
0.846
0.375
0.403
IP3
0.312
0.309
0.198
0.301
0.223
0.314
0.751
0.414
0.351
PU1
0.388
0.227
0.230
0.347
0.420
0.468
0.322
0.729
0.249
PU2
0.323
0.234
0.260
0.410
0.375
0.466
0.380
0.813
0.325
PU3
0.312
0.283
0.275
0.344
0.431
0.395
0.395
0.778
0.335
PU4
0.333
0.252
0.230
0.402
0.386
0.381
0.377
0.709
0.258
CI1
0.310
0.261
0.231
0.389
0.312
0.339
0.380
0.337
0.757
CI2
0.276
0.271
0.175
0.367
0.334
0.317
0.319
0.274
0.769
CI3
0.359
0.316
0.248
0.431
0.373
0.364
0.462
0.296
0.807
No es: Indica o loading (in bold) g ea e han all
i s c oss-loadings; INFQ: In o ma ion Quali y; SYSQ: Sys em Quali y; SERQ: Se ice Quali y; U:
Use; S: Sa is ac ion; C: Con i ma ion; IP: Indi idual pe o mance; PU: Pe cei ed Use ulness; CI:
Con inuance In en ion.

54
Doc o al P og amme in In o ma ion Managemen
Table 3.6 - He e o ai -mono ai a io o co ela ions (HTMT).
INFQ
SYSQ
SERQ
U
S
C
IP
PU
CI
INFQ
SYSQ
0.755
SERQ
0.311
0.357
U
0.631
0.500
0.444
S
0.648
0.544
0.460
0.721
C
0.657
0.551
0.533
0.694
0.871
IP
0.497
0.519
0.345
0.561
0.447
0.564
PU
0.561
0.422
0.426
0.650
0.695
0.778
0.670
CI
0.487
0.433
0.386
0.658
0.563
0.623
0.656
0.527
No es: INFQ: In o ma ion Quali y; SYSQ: Sys em Quali y; SERQ: Se ice Quali y; U: Use; S:
Sa is ac ion; C: Con i ma ion; IP: Indi idual pe o mance; PU: Pe cei ed Use ulness; CI: Con inuance
In en ion.
3.5.2. S uc u al model
A e he alida ion o he measu emen model, he s uc u al model was analysed o
hypo heses and cons uc s es ing. Figu e 3.2 p esen s he esea ch esul s. The
s uc u al model assessmen used 5000 boo s ap esamples o es ima e he pa h
signi icance le el o he model (Hensele e al., 2009). The VIF ( a iance in la ion
ac o ) was also es ed o assess he mul icollinea i y. All o he cons uc s a e below
he h eshold o 5, indica ing he absence o mul icollinea i y be ween he cons uc s
(Hai J . e al., 2016).
Figu e 3.2 - Resea ch model. No es: In eg a ion o Expec a ion Con i ma ion Model (ECM) and
DeLone and McLean in o ma ion sys em success (D&M IS); (*** p < 0.01; ** p < 0.05; * p < 0.10).
55
Doc o al P og amme in In o ma ion Managemen
The model explains 32% o he a ia ion in he use o m-paymen . The in o ma ion
quali y (
"
# = 0.400, p < 0.01) and se ice quali y (
"
# = 0.225, p < 0.01) a e s a is ically
signi ican in explaining use, hus con i ming H1a and H3a. The sys em quali y is no
s a is ically signi ican in explaining use, and hus hypo hesis H2a is no con i med.
The model explains 53% o he a ia ion in sa is ac ion in using m-paymen . The
in o ma ion quali y (
"
# = 0.152, p < 0.01), con i ma ion (
"
# = 0.389, p < 0.01), use (
"
# =
0.240, p < 0.01), and pe cei ed use ulness (
"
# = 0.136, p < 0.05) a e s a is ically
signi ican in explaining sa is ac ion, hus con i ming H1b, H4a, H5a, and H7a. Sys em
quali y and se ice quali y a e no s a is ically signi ican in explaining sa is ac ion, and
hus hypo heses H2b and H3b a e no con i med.
The model explains 34% o he a ia ion in con i ma ion o m-paymen . In o ma ion
quali y (
"
# = 0.359, p < 0.01) and se ice quali y (
"
# = 0.275, p < 0.01) a e s a is ically
signi ican in explaining con i ma ion, hus con i ming H1c and H3c. Sys em quali y
is no s a is ically signi ican , and hus hypo hesis H2c is no con i med.
The model explains 32% o a ia ion in pe cei ed use ulness o m-paymen .
Con i ma ion (
"
# = 0.566, p < 0.01) is s a is ically signi ican in explaining pe cei ed
use ulness, hus con i ming H4b.
The model explains 19% o a ia ion in indi idual pe o mance. Use (
"
# = 0.416, p <
0.01) and sa is ac ion (
"
# = 0.146, p < 0.1) a e s a is ically signi ican in explaining
indi idual pe o mance, he e o e con i ming H5b and H6a.
36% o he a ia ion is explained by he model in con inuance in en ion o use m-
paymen . Use (
"
# = 0.272, p < 0.01), indi idual pe o mance (
"
# = 0.310, p < 0.01), and
sa is ac ion (
"
# = 0.270, p < 0.01) a e s a is ically signi ican in explaining con inuance
in en ion, he e o e con i ming H5c, H6b, and H8. Pe cei ed use ulness is no
s a is ically signi ican , and hus hypo hesis H7b is no con i med.
56
Doc o al P og amme in In o ma ion Managemen
The s onges ela ionships we e con i ma ion on pe cei ed use ulness (
"
# = 0.566), use
on indi idual pe o mance (
"
#= 0.416), in o ma ion quali y on use (
"
#= 0.400), and
con i ma ion on sa is ac ion (
"
# = 0.389).
3.6. Discussion
The model p oposed is a combina ion o he D&M IS success model (DeLone and
Mclean, 2003) and he ECM (A Bha ache jee, 2001), o explain con inuance in en ion
o use m-paymen . Based on he indings (see Table 3.7), o 19 hypo heses 14 we e
con i med and 5 we e no . The e o e, we can a gue ha mos o he hypo hesized
ela ionships we e con i med. Indi idual pe o mance is he s onges p edic o o
con inuance in en ion, ollowed by use and sa is ac ion. In o ma ion quali y and se ice
quali y de e mine con i ma ion. In o ma ion quali y, use, con i ma ion, and pe cei ed
use ulness de e mine use s’ sa is ac ion. Use is explained by in o ma ion and se ice
quali y. Indi idual pe o mance is explained by use and sa is ac ion o m-paymen .
Pe cei ed use ulness is explained by con i ma ion. Su p isingly, se ice quali y does
no explain sa is ac ion, pe cei ed use ulness does no explain con inuance in en ion,
and sys em quali y explains none o he p oposed ela ionships.
Table 3.7 - Hypo heses esul s.
Hypo hesis
Independen Cons uc
→
Dependen cons uc
Findings (β)
P alue
Conclusion
H1a
In o ma ion Quali y
→
Use
0.400
0.000
Suppo ed
H1b
In o ma ion Quali y
→
Sa is ac ion
0.152
0.008
Suppo ed
H1c
In o ma ion Quali y
→
Con i ma ion
0.359
0.000
Suppo ed
H2a
Sys em Quali y
→
Use
0.088
0.235
No suppo ed
H2b
Sys em Quali y
→
Sa is ac ion
0.065
0.261
No suppo ed
H2c
Sys em Quali y
→
Con i ma ion
0.116
0.140
No suppo ed
H3a
Se ice Quali y
→
Use
0.225
0.001
Suppo ed
H3b
Se ice Quali y
→
Sa is ac ion
0.067
0.163
No suppo ed
H3c
Se ice Quali y
→
Con i ma ion
0.275
0.000
Suppo ed
H4a
Con i ma ion
→
Sa is ac ion
0.389
0.000
Suppo ed
H4b
Con i ma ion
→
Pe cei ed Use ulness
0.566
0.000
Suppo ed
H5a
Use
→
Sa is ac ion
0.240
0.000
Suppo ed
H5b
Use
→
Indi idual pe o mance
0.416
0.000
Suppo ed
H5c
Use
→
Con inuance In en ion
0.272
0.000
Suppo ed
57
Doc o al P og amme in In o ma ion Managemen
H6a
Sa is ac ion
→
Indi idual pe o mance
0.146
0.071
Suppo ed
H6b
Sa is ac ion
→
Con inuance In en ion
0.162
0.018
Suppo ed
H7a
Pe cei ed Use ulness
→
Sa is ac ion
0.136
0.025
Suppo ed
H7b
Pe cei ed Use ulness
→
Con inuance In en ion
0.016
0.834
No suppo ed
H8
Indi idual pe o mance
→
Con inuance In en ion
0.310
0.000
Suppo ed
The esul s indica e ha in o ma ion quali y posi i ely in luences use (H1a),
sa is ac ion (H1b), and con i ma ion (H1c) o m-paymen . The esul s o H1a and H1b
a e consis en wi h hose o Tam and Oli ei a (2016) and Cid al e al. (2018), who asse
ha in o ma ion quali y posi i ely in luences use and sa is ac ion. This means ha
when m-paymen p o ides in o ma ion wi h quali y, i posi i ely impac s he usage,
sa is ac ion, and con i ma ion o he expec a ion o m-paymen (Chang e al., 2014;
Cheng, 2014; Cid al e al., 2018). The use s may always expec o access
comp ehensi e, accu a e, and up- o-da e in o ma ion on he m-paymen sys em. As
use s unde s and ha he m-paymen p esen s quali y in o ma ion, hey will unde s and
ha he m-paymen p o ide is main aining he in o ma ion up o da e, and hey will
he e o e con inue using m-paymen . I he in o ma ion is ou o da e o inaccu a e, i
will nega i ely in luence he usage, sa is ac ion, and expec a ions (Gao e al., 2015).
Ou esul s indica e ha sys em quali y did no a ec use (H2a), sa is ac ion (H2b), o
con i ma ion (H2c) o m-paymen , indica ing ha in he pos -accep ance phase he
quali y o he sys em is no impo an o he usage, use sa is ac ion, o he
con i ma ion o he expec a ions ega ding con inuance in en ion o m-paymen . This
esul is no consis en wi h he indings epo ed in se e al s udies (Budia djo e al.,
2017; Cid al e al., 2018; Gao e al., 2015). A possible explana ion may eside in he
ac ha use s al eady assume ha m-paymen wo ks well, and ha i is a ma u e
echnology. Ano he eason may be ha ou s udy was conduc ed in a de eloping
economy con ex , and ha he o he s udies we e conduc ed in de eloped economies.
A hi d eason may ha e o do wi h he echnology s udied. The o he s udies applied
di e en echnologies such as web-based lea ning, social ca aloguing si es, online
lea ning, e c. (Cid al e al., 2018; Daʇhan and Akkoyunlu, 2016; Gao e al., 2015).
Fu he mo e, ou esul s indica e ha se ice quali y posi i ely in luenced use (H3a)
and con i ma ion (H3c), bu no sa is ac ion (H3b). The esul o H3a is con adic o y
wi h ha o Cid al e al. (2018) and Tam and Oli ei a (2016), whe e he ela ionship
64
Doc o al P og amme in In o ma ion Managemen
Chap e 4 – Con inuance in en ion o mobile paymen : TTF model wi h us in
an A ican con ex : case s udy o Mozambique
4.1. In oduc ion
How do us and he alignmen o ask and echnology cha ac e is ics a ec he
con inuance use o mobile paymen (m-paymen )? M-paymen has become one o he
p ominen se ices in use oday (Gao & Waech e , 2015; T. Zhou, 2014b), by which
use s can make paymen s o goods, se ices, and bills; check balances; and ans e
money any ime and anywhe e (Kujala e al., 2017; Liébana-cabanillas e al., 2018; J.
Lu, Wei, e al., 2017; Oli ei a e al., 2016; T. Zhou, 2014b). M-paymen is de ined as
any paymen in which a mobile de ice (mobile phone o able ) is used o pe o m
inancial alue exchanges (ini ia e, au ho ize, and con i m) in e u n o goods and
se ices (Shao e al., 2019). The e a e di e en ways o conduc a ansac ion using m-
paymen . The simples way is sho -message-based, by which using a simple mobile
phone he use can check balances o conduc paymen using sho ex messages (Singh
e al., 2020; T. Zhou, 2013). The m-paymen se ice is g owing exponen ially all o e
he wo ld and is b inging bene i s o use s and he p o ide s (Humbani & Wiese, 2018).
Conside ing i s bene i s, companies a e p o iding i in di e en ways a ound he globe
(Fan e al., 2018a; Singh e al., 2020).
The echnological sec o in he A ican con ex is s ill unde de elopmen , which
ep esen s a challenge o he en i e economy. Financial se ices like banks a e no
a ailable in he same p opo ions in all egions o a coun y, e.g. Mozambique
(Humbani & Wiese, 2018; INE, 2019), so people li ing in u al a eas a e o ced o
a el a he o gain access o banks (Ba is a & Vicen e, 2014; Humbani & Wiese,
2019). Due o he lack o access o echnology in he same p opo ion; a se ice ha
can be used by he popula ion, ega dless o hei li e a y and economic le el, educing
he need o use banks, is o g ea impo ance (Pal e al., 2020). Fo m-paymen , he
echnological ac o s in he A ican con ex acili a e i s accessibili y (e.g., only need
elephone ne wo k) (Jack & Su i, 2011), he eby b inging he se ice o many people.

65
Doc o al P og amme in In o ma ion Managemen
Much esea ch has been di ec ed o he subjec o m-paymen (J. Lu, Wei, e al., 2017;
Oli ei a e al., 2016; Sinha e al., 2019). P e ious li e a u e epo s he use o di e en
heo e ical models o in es iga e con inuance in en ion o use m-paymen . Zhou,
(2013a) used in o ma ion sys em success and low heo y o examine con inuance
in en ion o m-paymen se ices. Shao e al., (2019) used us and inno a ion di usion
heo y o unde s and m-paymen pla o ms. Lu e al., (2017) used expec a ion-
con i ma ion heo y, mobili y, p i acy p o ec ion, social in luence, and cul u al alues
o unde s and m-paymen con inua ion. Chen & Li, (2017) used IT con inuance, isk-
us , and a ec -cogni ion li e a u e o unde s and con inuance in en ion o m-paymen
se ices. To he bes o ou knowledge, he e a e no published s udies ha examine he
in en ion o con inue using m-paymen in Mozambique. To ill he gap, we in es iga e
he ac o s ha may in luence he con inued use o m-paymen in ha coun y.
Conside ing ha a e he change om adi ional paymen me hod (cash) o m-
paymen , use s may ha e unce ain y and mis us when using m-paymen . Knowing
ha he ansac ions in ol e cash, as well as he impo ance o unc ionali ies and
echnological ac o s ha may be e help he use o m-paymen , we analyse he ask-
echnology i (TTF) (Goodhue and Thompson, 1995) and o e all us (Oli ei a e al.,
2017) heo ies and e alua e hei ela ionships o con inuance in en ion. Fu he mo e,
no p e ious s udy has joined he TTF, o e all us , and ECM cons uc s in o a single
model, as we do in he p esen s udy (Da ison and Ma insons, 2016). The TTF model
s a es ha IT can ha e a posi i e impac on an indi idual's ask pe o mance i he IT
unc ionali ies ma ch he equi emen s o he asks ha he use needs o pe o m
(Goodhue and Thompson, 1995). Rega ding he TTF, he model was used in di e en
echnological con ex s such as: mobile banking (Tam and Oli ei a, 2016), MOOCs
(Wu and Chen, 2017), social media sea ch sys em (Dang e al., 2020), and in e ne
banking (Rahi e al., 2020), and has been combined wi h di e en heo e ical models
such as: echnology con inuance heo y (Rahi e al., 2020), echnology accep ance
model (TAM) (Wu and Chen, 2017), DeLone and McLean in o ma ion sys ems success
model (D&M ISSM) (Tam and Oli ei a, 2016), men al wo kload and uni ied heo y o
accep ance and use o echnology (UTAUT) (Dang e al., 2020). O e all us e e s o
he combina ion o ac o s such as compe ence, in eg i y, and bene olence in o de o
unde s and he use ’s con idence o use IT (Oli ei a e al., 2017). Many s udies ha e
66
Doc o al P og amme in In o ma ion Managemen
used o e all us in combina ions wi h di e en models and in di e en con ex s.
Oli ei a e al. (2017) used o e all us wi h consume cha ac e is ics, i ms’
cha ac e is ics, websi e in as uc u e, and in e ac ions o examine pu chase in en ion
in e-comme ce. Tam e al. (2019) used o e all us wi h D&M ISSM o examine
indi idual pe o mance in e-comme ce. Conside ing ha cybe secu i y is oday
conside ed a undamen al challenge o any coun y o o ganiza ion, and especially in
mobile paymen s con ex s, i is impo an o ha e a sense o secu i y and us .
Conside ing ha ac , we expec ha he e is a posi i e link be ween o e all us and
use and con inuance in en ion. In addi ion o us , he asymme y o in o ma ion and
communica ion echnology (ICT) ac oss A ican coun ies is ano he challenge. The
cons ain s o ha asymme y could a ec he long- e m o iabili y o mobile paymen ,
and o ha eason i would be aluable o unde s and how he ask- echnology- i o
mobile paymen may explain he use and indi idual pe o mance in Mozambique.
The con ibu ion o his s udy is wo old. Fi s , i con ibu es o he li e a u e on
con inuance in en ion, since many s udies ha e been ca ied ou in he con ex o
echnology adop ion (Khalilzadeh e al., 2017; Ve kijika, 2020). Howe e , s udying
con inuance in en ion has an impac on he long- e m su i al o echnology (A
Bha ache jee, 2001). Fo his eason, his s udy aims o expand he knowledge on his
opic by joining he wo heo ies men ioned abo e: ask- echnology cha ac e is ics and
expec a ion-con i ma ion model. Second, his s udy was based on he ECM model (A
Bha ache jee, 2001), which has been es ed in di e en con ex s such as m-paymen
pla o ms (Shao e al., 2019), MOOCs (Gao e al., 2015) and mobile apps (Tam e al.,
2020). Howe e , in o ma ion sys ems (IS) ha e di e en cha ac e is ics and
unc ionali ies (Nascimen o e al., 2018). In his sense, we seek o ex end he model o
unde s and he impac o echnological aspec s (TTF) and us in con inuance in en ion
o use m-paymen . In addi ion, we in end o unde s and he impac o sa is ac ion as a
mode a o . To he bes o ou knowledge, his s udy is he i s o combine he TTF,
ECM, and he us dimension o in es iga e con inuance in en ion.
The plan o he pape is as ollows. We begin wi h a li e a u e e iew o he ele an
s udies ega ding m-paymen , TTF, and he dimension o us . Second, we p esen he
67
Doc o al P og amme in In o ma ion Managemen
esea ch model, ollowed by he hypo heses. Thi d, we p esen he me hodologies used
o es he hypo heses. We hen show he esul s, ollowed by a discussion and
implica ions o his s udy, and sugges ions o u u e esea ch.
4.2. Li e a u e e iew
4.2.1. Mobile Paymen in an A ican con ex
In A ica m-paymen has o e 29 million ac i e use s in mo e han i e coun ies (Jack
and Su i, 2011; Voda one G oup, 2016). In some coun ies i is called mobile money
(Koloseni and Manda i, 2017). M-paymen e e s o se ices ha enable use s o
ans e money, pay se ices and goods, and wi hd aw money ia a mobile phone
(Koloseni and Manda i, 2017; Shao e al., 2019). I is some imes con used wi h online
paymen , bu i is no he same because online paymen uses any mobile de ice
connec ed o he in e ne , such as a able , mobile phone, o lap op (T. Zhou, 2015),
while m-paymen uses only mobile phones wi h o wi hou in e ne . In Mozambique
26.4% o he popula ion uses a mobile phone and 11.7% uses m-paymen (INE, 2019).
This exponen ial g ow h is occu ing because his se ice is becoming an al e na i e
solu ion o u al and u ban people o access inancial se ices (Humbani and Wiese,
2019). As mos bank b anches a e dis an om people, hey na u ally wish o a oid
a elling long dis ances o access he bank’s se ices. M-paymen hus o e s
subs an ial bene i s by ha ing an app op ia e accoun and being able o use i any ime
and anywhe e (Jack and Su i, 2011). Ea lie s udies ha e poin ed ou ha m-paymen
o igina ed in de eloping coun ies ia SMSs and ha i sp ead quickly due o limi ed
cash al e na i es, such as bank accoun s and c edi ca ds, he eby helping communi ies
ha we e o he wise excluded om he inancial sys em (Humbani and Wiese, 2019;
Makina, 2017). The alue o conduc ing s udies in he A ican con ex is he e o e
e iden (Humbani and Wiese, 2019).
Once a new echnology such as m-paymen is de eloped and eleased o he socie y, i
is impo an o unde s and he accep ance ac o s (Venka esh e al., 2003). When he
echnology has been in use o some ime, i is impo an o in es iga e he ac o s ha
in luence he con inui y o use om he use s' poin o iew (A Bha ache jee, 2001).
68
Doc o al P og amme in In o ma ion Managemen
Rega ding m-paymen , conside ing he impac o mis us o unce ain y, he
unc ionali ies, and he echnological d i e s o m-paymen use, i is o g ea
impo ance and necessi y o examine he use s' con inued use in en ion and pe cep ions
owa d m-paymen . Fu he mo e, i is essen ial o o e e ec i e m-paymen
unc ionali ies ha can be e handle use ansac ions (T. Zhou, 2014b). The e o e, we
decided o use TTF and o e all us as ou base heo ies and examine hei impac on
he con inuance in en ion.
Ea lie s udies on con inuance in en ion o use m-paymen ha e been published (X.
Chen and Li, 2017; Lu e al., 2017; Pa k e al., 2017; Yu e al., 2018). Conside ing ha
ou aim is o unde s and he in en ion o con inue using m-paymen , we e iewed
p e ious s udies o unde s and wha has al eady been done in he con ex o m-paymen .
Zhou (2014) in es iga ed he con inued use o m-paymen based on us , low, sys em
quali y, and in o ma ion quali y. Chen and Li (2017) in es iga ed he in en ion o
con inue o use m-paymen se ices using IT con inuance, isk- us , and a ec -
cogni ion. Koloseni and Manda i (2017) used he heo y o planned beha iou ,
pe cei ed cos , pe cei ed us , and sa is ac ion o examine con inuance usage o
mobile money se ices. Yu e al. (2018) in es iga ed he in en ion o con inue using m-
paymen based on us ans e heo y. Humbani and Wiese (2019) used he echnology
eadiness index o p edic adop ion and con inuance in en ion, wi h he goal o
explo ing he eadiness o he m-paymen app echnology. Shao e al. (2019)
in es iga ed an eceden s o us and con inuance in en ion in m-paymen pla o ms
based on us and inno a ion di usion heo y. Raman and Aashish (2021) in es iga ed
he an eceden s o use s' willingness o con inue using m-paymen se ices, based on
us , con enience, social alue, sa is ac ion, se ice quali y, a i ude, isk, and e o
expec ancy. Odoom and Kosiba (2020) used UTAUT o in es iga e con inuance
in en ion o m-money. Liébana-Cabanillas e al. (2021) in es iga ed he de e minan s
o in en ion o con inue using and he mode a ing e ec o gende and age o NFC m-
paymen use s. They applied cons uc s om di e en models such as heo y o
easoned ac ion, pe cei ed alue heo y, UTAUT2, pe sonal inno a ion in in o ma ion
echnology, mobile paymen echnology accep ance model, and ECM. Wi h ou
analysis o he li e a u e, we ound ha he e a e di e en models applied o s udy m-
paymen . Rega ding he ICT asymme y ac oss A ican coun ies and gene al
69
Doc o al P og amme in In o ma ion Managemen
pe cep ion o us o gi e anspa ency and secu i y o mobile paymen , we joined TTF
and o e all us o he ECM.
4.2.2. In o ma ion sys em con inuance model
“IS con inuance” was p esen ed by Bha ache jee (2001) o explain he in en ion o
con inue using IS. The ECM model ocuses on h ee cogni i e eelings (expec a ion o
con i ma ion, pe cei ed use ulness, and sa is ac ion). The model p oposes ha
sa is ac ion is he s onges in luence o con inuance in en ion, on he g ounds ha i
esul s om he con i ma ion o expec a ions and he pe cep ion o pe o mance. This
means ha a e he use adop s he IS, and uses i o a while, (s)he will ealize i he
expec a ions ha e been con i med and i he IS is/a e use ul. I he esul is posi i e, he
le el o sa is ac ion inc eases and, consequen ly, he in en ion o con inue using he IS
inc eases (A Bha ache jee, 2001). The model has been used in p e ious s udies, has
been in eg a ed wi h o he models, and has been applied in di e en con ex s (F anque
e al., 2020). Wu & Chen (2017) in eg a ed TAM, TTF, MOOCs ea u es and social
mo i a ion o unde s and con inuance in en ion o use MOOCs. Gao e al. (2015) joined
he in o ma ion success model, low heo y, and us o in es iga e mobile pu chase.
Humbani & Wiese (2019) in eg a ed he echnology eadiness index o explo e he use
o mobile apps. In he p esen s udy we combine TTF and o e all us in o de o
unde s and m-paymen . The model will help us o assess he e ec o TTF and o e all
us ac o s on con inuance in en ion.
4.2.3. Task echnology i (TTF) model
The TTF model in oduced by Goodhue & Thompson (1995) is applied in IS esea ch
o explain he pe o mance impac o IS. The heo y a gues ha he abili y o an IS o
pe o m an ac i i y ask cha ac e is ic easily and well, and he echnology
cha ac e is ics ha suppo such ac i i ies, signi ican ly in luence he use and
pe o mance impac o an IS. When he ask and echnology i oge he , he use s’
ac i i ies a e acili a ed, imp o ing he use o he echnology, and he eby imp o ing
he pe cep ion o pe o mance impac (Goodhue & Thompson, 1995). The be e
alignmen o he ask and echnology cha ac e is ics makes i possible o encou age he

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Doc o al P og amme in In o ma ion Managemen
use and pe o mance impac o m-paymen . Se e al esea ch pape s apply he TTF
model combined wi h o he heo ies. Oli ei a e al. (2014) combined TTF, UTAUT,
and ini ial us model (ITM) o in es iga e mobile banking adop ion. The au ho s used
TTF o p edic he pe o mance expec ancy and adop ion in he UTAUT model. Tam
& Oli ei a (2016b) combined TTF and he IS Success model o unde s and he
in luence o mobile banking on indi idual pe o mance. They used TTF o p edic
usage and indi idual pe o mance (pe o mance impac ) cons uc s and as a mode a o
o he ela ionship be ween use sa is ac ion and indi idual pe o mance. Dang e al.
(2018) combined men al wo kload (MWL), TTF, and UTAUT o examine he impac s
o men al wo kload and TTF on accep ance o he social media sea ch sys em. They
used TTF o p edic he pe o mance expec ancy, e o expec ancy, and acili a ing
condi ions o he o iginal UTAUT model. Wu & Chen (2017) combined TTF and TAM
o unde s and con inuance in en ion o use MOOCs, using TTF o p edic he
cons uc s’ pe cei ed use ulness and pe cei ed ease o use o he TAM model. La sen
e al. (2009) combined TTF and pos -accep ance model (PAM) o unde s and use s’
mo i a ion o con inue he use o IS. They used TTF o p edic he cons uc s’ pe cei ed
use ulness and u iliza ion in he PAN model. A shan & Sha i (2016) combined TTF,
UTAUT, and ITM o in es iga e mobile banking accep ance in Pakis an. They used
TTF o p edic he beha iou al in en ion cons uc o he UTAUT model. We hus ind
ha mos s udies ha used TTF had beha iou al in en ion and adop ion as he ou come.
In his sense, he in eg a ion o TTF wi h ECM will p o ide some insigh in o m-
paymen esea ch.
4.2.4. T us
T us has been concep ualized in se e al ways acco ding o he con ex in which i is
applied (Ge en, Ka ahanna, & S aub, 2003; Oli ei a, Alhinho, Ri a, & Dhillon, 2017).
Acco ding o ea ly li e a u e, in a gene al iew us e lec s he abili y o IS o ul il
he asks co ec ly, i.e., he IS p o ide keeps hei p omise and does no decei e use s,
and he bene i s o he IS need o be pe cei ed by he use s and he p o ide s (Zhou,
2014). In m-paymen , us e lec s use s’ belie s in he eliabili y o he ansac ions
made h ough m-paymen . I an m-paymen p o ide ensu es secu e ansac ions, ul ils
he asks co ec ly, and does no decei e he use s, i will be possible o imp o e he
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Doc o al P og amme in In o ma ion Managemen
pe cep ion o eliabili y amongs he m-paymen use s (Chen & Li, 2017; Zhou, 2014).
The e a e se e al esea ch a icles ha combine us wi h o he heo e ical models in
IS esea ch, such as Zhou & Li (2014) who in es iga e mobile social ne wo k se ices;
Zhou (2013) o unde s and m-paymen con inuance in en ion; Gao e al. (2015) o
pe cei e consume s’ mobile pu chase con inuance in en ion.
In ou esea ch we use he o e all us and us dimension. Bene olence, compe ence,
and in eg i y comp ise he dimension o us (Oli ei a e al., 2017). Compe ence
e lec s he abili y o an IS p o ide o en o ce hei p omises o use s. In eg i y e lec s
he IS p o ide ’s capaci y o ac consis en ly, eliably, and hones ly while keeping i s
p omises. Bene olence e lec s on he p obabili y o an IS p o ide o main ain use s’
in e es s and o show since e conce n wi h he well-being o he use s (Chen & Dhillon,
2003; Oli ei a e al., 2017; Pal ia, 2009);
4.3. Resea ch model
The pu pose o ou s udy is o unde s and he con inuance in en ion, which we use as
he basis o he ECM model (A Bha ache jee, 2001). Conside ing ECM an axioma ic
heo y, which is accep able and uly sel -e iden (J. K. Lee e al., 2021), in he cu en
s udy we adop ed o ou model wo cons uc s, sa is ac ion and con inuance in en ion
(A Bha ache jee, 2001), conside ing ha he dependen cons uc o ou s udy is
con inuance in en ion. Following he pa simony app oach and educing model
complexi y o make i easie o g asp, he cons uc s pe cei ed use ulness and
con i ma ion we e no added. The addi ion o o he models and a iables o e s a be e
unde s anding o con inuance in en ion o use m-paymen . We he e o e join he TTF
model, which di ec ly in luences use and indi idual pe o mance, wi h us , which is
a di ec de e minan o use and con inuance in en ion. The heo e ical model (Fig. 4.1)
is designed o examine he con inuance in en ion o use m-paymen in he A ican
con ex . The model asse s ha :
1. TTF de e mines he use o m-paymen and he pe cei ed indi idual
pe o mance:
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Doc o al P og amme in In o ma ion Managemen
2. he use o m-paymen can ha e an indi ec o di ec in luence on con inuance
in en ion, and a di ec in luence on indi idual pe o mance;
3. indi idual pe o mance de e mines he con inuance in en ion di ec ly;
4. he us dimension can ha e an indi ec o di ec in luence on con inuance
in en ion, and a di ec in luence on he use;
5. use sa is ac ion may mode a e he impac o indi idual pe o mance, use, and
he us dimension on m-paymen con inuance in en ion.
The ollowing sec ion p esen s he p oposed hypo heses.
Figu e 4.1 - P oposed esea ch model.
F om a echnical pe spec i e, asks a e he ac i i ies ca ied ou by use s when hey a e
using m-paymen . Howe e ,, i he ask cha ac e is ics o he m-paymen a e easy o
use, app op ia e and unde s andable (Wu & Chen, 2017), he use s will be com o able
wi h hei use and con inue using i , on he o he hand, use s acing di icul ies in using
m-paymen will p e e op ing adi ional paymen me hod a he han m-paymen (Rahi
e al., 2020). Task cha ac e is ics a e ele an cons uc s o in luence posi i ely TTF
(Rahi e al., 2020; Tam & Oli ei a, 2019).
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Doc o al P og amme in In o ma ion Managemen
Technology cha ac e is ics a e physical and logical ools (ha dwa e and so wa e), i.e.,
he look, eel, and speed o echnology. An e ec i e echnology makes m-paymen
mo e a ac i e and use ul o he use s (Rahi e al., 2020). This ac o can a ec he
long- e m usage o he echnology (Tam & Oli ei a, 2016b, 2019). Fo m-paymen , he
echnology cha ac e is ics play an impo an ole, as use s a e ca ying ou mone a y
ansac ions, he speed o he ope a ion and he esponse ime a e impo an ac o s.
Wi h he minimum echnology cha ac e is ics, he use s need o unde s and he ac ual
wo king o asks o m-paymen (Tam & Oli ei a, 2019; B. Wu & Chen, 2017).
The TTF is he i be ween ask and echnology cha ac e is ics (Goodhue & Thompson,
1995; Wu & Chen, 2017). This a ibu e means ha when m-paymen use s pe cei e a
ma ch be ween ask and echnology (unde s and ha he ea u es and echnological
cha ac e is ics a e sui able o ca ying ou ansac ions) i will be possible o imp o e
he usage and he con inued usage o m-paymen (Tam & Oli ei a, 2016b). The e o e,
i is expec ed ha he m-paymen use s will pe o ms he asks e icien ly (Rahi e al.,
2020). when he m-paymen asks a e easy o use, as , and p o ided any ime and
anywhe e, use s will eel he use ulness o m-paymen , he eby inc easing he wo k
pe o mance o he indi idual. Thus, we hypo hesise:
H1a: TTF posi i ely in luences use.
H1b: TTF posi i ely in luences indi idual pe o mance.
When use s s a o use any sys em, hey s a o pe cei e bene i s. When using m-
paymen , use s will pe cei e i s bene i s and he le el o pe cei ed indi idual
pe o mance will inc ease. Ea lie s udies epo empi ical suppo o he ela ionship
be ween use and indi idual pe o mance (Tam & Oli ei a, 2016a, 2016b). Thus, he
equen use o m-paymen o check balances, make ans e s, pay o goods, e c. will
in luence he indi idual pe o mance, and inc ease he in en ion o con inue using m-
paymen . When use s pe cei e e o less use, and when hey s a pe cei ing
pe o mance ou comes (Chang, Liu, & Chen, 2014), usage will become mo e equen .
When he use o m-paymen se ices s a s o become au oma ic and use s use i mo e
o en, we expec ha he con inuance usage o m-paymen will inc ease (Tam &
Oli ei a, 2016b). Thus, we hypo hesize:
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Doc o al P og amme in In o ma ion Managemen
4.5.2. S uc u al model
The esul s o he s uc u al model we e examined by he pa h coe icien s ha p esen
he s eng h o he cons uc s’ ela ionships, a iance in la ion ac o (VIF), -s a is ic
alue, and a iance explained (R2) o alida e he hypo heses and cons uc s (see Fig.
4.2). The s uc u al model examina ion used 5000 boo s ap esamples o es ima e he
pa hs’ signi icance (Hensele e al., 2009). We es ed he VIF o assess he
mul icollinea i y and all he cons uc s a e below he h eshold o 5, hus indica ing he
absence o mul icollinea i y (Hai e al., 2016).
Figu e 4.2 - Resea ch model
Rega ding R2 (see de ail in Fig. 4.2), he esul s o he PLS s uc u al model explain
29.5% o he a ia ion in use. The ask echnology i , and o e all us a e signi ican
in explaining use. Thus, con i ming H1a and H7a. The esea ch model explains 45.2%
o he a ia ion in indi idual pe o mance and a e explained by ask echnology i and
use, con i ming H1b and H2a. The esea ch model explains 47.5% o o e all us
a ia ion and a e explained by bene olence, compe ence, and in eg i y, con i ming H4,
H5, and H6. The esea ch model explains 47.8% o he con inuance in en ion, explained
by use, indi idual pe o mance, and o e all us , con i ming H2b, H3, and H7b.
Addi ionally, h ee mode a ing e ec s (H8a, H8b, and H8c) we e examined. The

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Doc o al P og amme in In o ma ion Managemen
indings showed ha H8b and H8c we e signi ican , and H8a was no s a is ically
signi ican . Howe e , he mode a ion e ec o H8c is nega i e, meaning ha g ea e
use sa is ac ion will be weake in he ela ionship be ween o e all us o con inuance
in en ion, hus con i ming H8b and H8c.
4.5.3. Media ing ole o use and indi idual pe o mance
The indings e eal ha he e a e media ion e ec s on some cons uc s. Media ion
e ec (indi ec e ec ) is p esen ed by a hi d in e ening a iable be ween an
independen and a dependen cons uc (Hai J . e al., 2016). We pe o med a
media ion analysis and he esul s (Table 4.4) show ha indi idual pe o mance is a
pa ial media o be ween use and con inuance in en ion. Also, use is a pa ial media o
be ween o e all us and con inuance in en ion.
Table 4.4 - Media ion analysis.
Be a
-Tes
p-Value
conclusion
H9a: OT → U → CI
0.103
3.922
0.000
Pa ial media ion
H9b: U → IP → CI
0.096
3.635
0.000
Pa ial media ion
No es: Use (U); indi idual pe o mance (IP); o e all us (OT), and con inuance in en ion (CI).
4.6. Discussion
We de eloped and alida ed a concep ual model ha explains he impo ance o he
TTF model and o e all us owa d con inuance in en ion o use m-paymen . The
indings show ha 13 o he 15 hypo heses we e con i med. O e all us can in luence
use and con inuance in en ion o use m-paymen . O e all us is suppo ed by
bene olence, compe ence, and in eg i y. This means ha m-paymen se ice p o ide s
should ensu e he bes in e es s o hei end-use s, se ice suppo should do i s bes o
assis use s, and end-use s should eel suppo ed and con iden wi h he se ices.
Addi ionally, he se ice p o ide mus be hones wi h use s, keeping i s commi men s
wi h he end-use s. When he m-paymen se ice p o ide has enough expe ise o
suppo use s, hey will s a us ing he p o ide and he echnology, he eby
mo i a ing use s o use m-paymen , and boos ing hei in en ion o con inue using m-
paymen (Oli ei a e al., 2017; Yu e al., 2018; T. Zhou, 2011b). By imp o ing use s’
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Doc o al P og amme in In o ma ion Managemen
o e all us , i will be possible o imp o e use and he in en ion o con inue using m-
paymen (Zhou, 2013, 2014). TTF posi i ely impac s use and indi idual pe o mance.
The ask and echnology cha ac e is ics a e undamen al o he use o m-paymen ,
conside ing ha use s ha e di e en expe iences. Use s mus ealize ha he ea u es
a e objec i e, easy o use, wi h pe cep ible in o ma ion, and ha he cha ac e is ics o
he echnology a e adequa e o use he unc ionali ies. Fo example, in Mozambique,
se ice p o ide s should ensu e a g ea e i o ask and echnology cha ac e is ics o
enhance he usage o m-paymen by use s (Tam & Oli ei a, 2016b).
Conside ing he limi a ions o banking in as uc u e, in e ms o space and ime, m-
paymen is a use ul al e na i e, as i p o ides eal- ime se ices any ime and anywhe e
and is an a ac i e al e na i e o people who li e a om banks (Yu e al., 2018). By
imp o ing he ask and echnology cha ac e is ics, i will be possible o imp o e he use
and pe cei ed indi idual pe o mance o end-use s, and consequen ly, imp o e he
in en ion o con inue using m-paymen . Use posi i ely a ec s indi idual pe o mance
and con inuance in en ion o use m-paymen . Howe e , when he use s sense
us wo hiness and m-paymen p o ide s deli e adequa e se ices wi h good
cha ac e is ics o end-use s, hey will eel sa is ied and mo i a ed o use m-paymen ,
consequen ly pe cei ing he pe o mance o m-paymen and being sa is ied o con inue
using i (Fan, Shao, Li, & Huang, 2018; Liébana-Cabanillas e al., 2018). Indi idual
pe o mance posi i ely in luences con inuance in en ion o use m-paymen . When end-
use s unde s and ha m-paymen is use ul o hei daily inancial ac i i ies, helps o
accomplish hei asks easily, and enables hem o do asks mo e quickly, use s pe cei e
indi idual pe o mance, and con inue using m-paymen . The m-paymen p o ide
should ensu e good m-paymen cha ac e is ics ha a e easy o use, easy o in e p e ,
as , and a ailable anywhe e and any ime. Doing so will allow he use s o pe cei e he
bene i s, gua an eeing pe cei ed indi idual pe o mance (La sen e al., 2009; Tam &
Oli ei a, 2016b). By imp o ing indi idual pe o mance, i will be possible o imp o e
he in en ion o con inue using m-paymen .
Table 4.5 - Resul s o he hypo heses.
Hypo heses
Independen cons uc
→
Dependen cons uc
Findings (β)
P- alue
Suppo
H1a
Task echnology i
→
Indi idual pe o mance
0.500
0.000
Yes
H1b
Task echnology i
→
Use
0.342
0.000
Yes
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Doc o al P og amme in In o ma ion Managemen
H2a
Use
→
Indi idual pe o mance
0.275
0.000
Yes
H2b
Use
→
Con inuance in en ion
0.328
0.000
Yes
H3
Indi idual pe o mance
→
Con inuance in en ion
0.350
0.000
Yes
H4
Bene olence
→
O e all us
0.333
0.000
Yes
H5
Compe ence
→
O e all us
0.246
0.000
Yes
H6
In eg i y
→
O e all us
0.247
0.000
Yes
H7a
O e all us
→
Use
0.315
0.000
Yes
H7b
O e all us
→
Con inuance in en ion
0.099
0.071
Yes
H8a
Indi idual pe o mance *
Sa is ac ion
→
Con inuance in en ion
0.017
0.778
No
H8b
Use * Sa is ac ion
→
Con inuance in en ion
0.099
0.033
Yes
H8c
O e all us *
Sa is ac ion
→
Con inuance in en ion
-0.126
0.025
No
Addi ionally, sa is ac ion mode a es he ela ionships among use and o e all us o m-
paymen o explain con inuance in en ion (Susan o e al., 2016; Yu e al., 2018). When
he use o m-paymen is mode a ed by he exis ence o sa is ac ion, i is obse ed ha
he impac will be high o explain con inuance in en ion o use m-paymen . In con as ,
he mode a ing e ec o sa is ac ion on o e all us o explain con inuance in en ion
will be weake . In his sense, i m-paymen use s ha e a high le el o sa is ac ion, use
will gain s eng h, and o e all us will lose s eng h in explaining m-paymen
con inuance in en ion. The indings also e eal ha indi idual pe o mance is a pa ial
media o be ween use and con inuance in en ion, and use is a pa ial media o be ween
o e all us and con inuance in en ion. When use s ha e con idence o m-paymen , in
he se ices, and alue he eliabili y p ope ies, hey inc ease hei in en ion o con inue
using m-paymen . Wi h use media ion and equen use o m-paymen , us imp o es,
and consequen ly in en ion o con inue using m-paymen inc eases. This means ha
when he use s use m-paymen in hei daily li es o buy p oduc s o se ices and
ans e o wi hd aw money, he in en ion o con inue using i inc eases. Du ing m-
paymen use, pe cei ed indi idual pe o mance such as accomplishing asks quickly,
easily, and pe cei ing he use ulness o m-paymen in e e yday li e, enhances he
posi i e impac o con inuance in en ion o use m-paymen . Thus, m-paymen p o ide s
should ensu e as ask comple ion, ease o use, and p o ide se ices ha a e use ul o
he use .
We plo ed he mode a ions o sa is ac ion o be e unde s and i s beha iou (Fig. 4.3)
(Aiken e al., 1991). Figu e 4.3 illus a es ha use o m-paymen has a mo e signi ican
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Doc o al P og amme in In o ma ion Managemen
impac on m-paymen con inuance in en ion when use sa is ac ion is highe . Thus,
wi h a highe le el o use sa is ac ion, he use o m-paymen will inc ease he in en ion
o con inue using m-paymen . Addi ionally, o e all us has a low signi ican impac
on m-paymen con inuance in en ion when use sa is ac ion is highe . The e o e, he
impo ance o o e all us o m-paymen con inuance in en ion is impo an when use
sa is ac ion is low.
Figu e 4.3 - Mode a ion e ec o use sa is ac ion
4.6.1. Theo e ical implica ions
The cu en s udy in es iga es he con inuance in en ion o use m-paymen . The e o e,
we in eg a ed TTF, o e all us and ECM. Ou esul s indica e ha bo h TTF and
o e all us a e impo an and should be conside ed when e alua ing he con inuance
in en ion o use m-paymen o simila sys ems. This means ha use s' pe cep ions
associa ed wi h he le el o i be ween ea u es and echnology, as well as use s'
con idence in using m-paymen may ul ima ely lead o he in en ion o con inue using
m-paymen . The s udy joins he TTF, o e all us , and ECM models o e alua e m-
paymen , which has no been epo ed in p e ious li e a u e. TTF and o e all us we e
combined o explain con inuance in en ion o he ECM, which is, ne e heless, a well-
known model and is one o he mos popula and widely accep ed models (A
Bha ache jee, 2001). The indings sugges ha he in eg a ion o TTF and o e all us
p esen p edic i e powe o explain con inuance in en ion. Indi idual pe o mance, use,
and o e all us explain 47.8% o he a ia ion in con inuance in en ion. This esul
indica es ha ou model pe o ms well compa ed o p e ious s udies such as he
o iginal ECM (A Bha ache jee, 2001), which explained R2=41%, Idemudia e al.
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Doc o al P og amme in In o ma ion Managemen
(2018), which explained R2=46%, Albash awi and Mo iwalla (2019), which explained
R2=45.9%, and Gong e al. (2020), which explained R2=41.6%. Thus, indica ing ha
TTF and o e all us a e impo an an eceden s o m-paymen con inuance in en ion.
Second, he model was applied in he A ican con ex o m-paymen , add essing he
concep o con inuance in en ion (Humbani & Wiese, 2019). To he bes o ou
knowledge, e y ew s udies ha e add essed con inuance in en ion in his con ex .
The e o e, wi h he p oposed model, esea che s in he IS ield can adap i o sui o he
si ua ions in he u u e. Thi d, he indings sugges ha indi idual pe o mance and use
a e he s onges p edic o s o con inuance in en ion in he con ex o m-paymen .
Ne e heless, he esul s show ha he cons uc s o o e all us and sa is ac ion mus
be aken in o conside a ion when add essing con inuance in en ion (A. Bha ache jee
& Lin, 2014; T. Zhou, 2014b). In he Bha ache jee (2001) model sa is ac ion is he
s onges p edic o o con inuance in en ion. In ou model sa is ac ion was explo ed as
a mode a o o use, indi idual pe o mance, and o e all us in con inuance in en ion.
The esul s show ha sa is ac ion mode a es he ela ionship be ween use and o e all
us on con inuance in en ion. In e es ingly, he mode a ion e ec in he ela ionship
o o e all us on con inuance in en ion is nega i e, sugges ing ha when he le el o
sa is ac ion is high, us is no an impo an ac o in luencing con inuance in en ion,
showing ha use us is impo an only when he le el o sa is ac ion is low. The
esul s also sugges ha he cons uc s o indi idual pe o mance and use a e pa ial
media o s o use and con inuance in en ion, and o e all us and con inuance in en ion,
espec i ely. This s udy demons a es ha he p oposed model p o ides suppo o he
impo ance o he added cons uc s, such as he us dimension o explain con inuance
in en ion. The s udy shows ha TTF is an impo an p edic o o use o m-paymen and
pe cei ed indi idual pe o mance (Oli ei a, Fa ia, e al., 2014; Tam & Oli ei a,
2016b). Use is an impo an p edic o o pe cei ed indi idual pe o mance and m-
paymen con inuance in en ion. O e all us , use, and pe cei ed indi idual
pe o mance a e impo an p edic o s o con inuance in en ion.

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Doc o al P og amme in In o ma ion Managemen
4.6.2. P ac ical implica ions
Ou s udy has se e al p ac ical implica ions o m-paymen decision-make s and
p o ide s. Ou esul s sugges ha m-paymen p o ide s seeking long- e m usage
should ocus on eal- ime accessibili y, eal- ime se ices, and se ices ha a e quick
and secu e in o de o enhance he ask and echnology i o m-paymen (Ouyang e
al., 2017). This inding is e y impo an o decision- make s and p o ide s because
when hey p o ide se ices wi h a be e i be ween ask and echnology (e.g.,
p o iding asks ha a e easy o use, enhancing sys em speed, educing sys em
down ime, e c.), i will a ec he use o m-paymen , inc ease he pe cei ed indi idual
pe o mance, and consequen ly enhance m-paymen con inuance in en ion. In his
sense, i m-paymen p o ide s wan hei ac i e cus ome s (use s) o con inue using m-
paymen , hey should p o ide adequa e se ices o hem.
This s udy implies ha bene olence, compe ence, and in eg i y ha e a signi ican
impac on o e all us (Oli ei a e al., 2017; Tam e al., 2019). This, in u n, sugges s
ha m-paymen p o ide s should handle m-paymen ansac ions, be u h ul o use s,
ac genuinely wi h use s, keep hei commi men s, and do hei bes o help use s,
especially when i in ol es aud, o pending ansac ions. Doing hese, i will be
possible o inc ease use s’ us in m-paymen . Pe cei ed bene olence occu s when he
use belie es ha he m-paymen p o ide ac s in hei bes in e es , and i needed he
p o ide will do hei bes o help. Pe cei ed compe ence is when he use belie es ha
he m-paymen p o ide has he abili y o handle m-paymen ansac ions. Pe cei ed
in eg i y occu s when he use belie es ha he m-paymen p o ide ac s since ely, is
hones , and keeps o hei commi men s. The e o e, in o de o imp o e he eliabili y
o use s, he m-paymen p o ide should be hones and use -o ien ed o c ea e a good
image, because use s need o belie e ha he m-paymen p o ide will always ul il
hei p omises. This migh encou age use s o use and con inue using m-paymen
(Oli ei a e al., 2017; Pal ia, 2009).
Howe e , o enhance he con inuance in en ion o use m-paymen , he p o ide should
ensu e us wo hiness and p o ide quick and easy o use asks ha a e easy o
unde s and in o de o ensu e pe cei ed indi idual pe o mance o use s. Conside ing
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Doc o al P og amme in In o ma ion Managemen
he mode a ing e ec s o sa is ac ion, he m-paymen p o ide should ensu e a high
le el o sa is ac ion o imp o e he use o m-paymen . When he use s a e sa is ied,
hey will use and also in i e o he s o use m-paymen . Based on hese indings, i is
ecommended ha he m-paymen p o ide base hei ac ion plans on he de e minan s
ha in luence m-paymen use s, such as ask- echnology i , us , pe cei ed indi idual
pe o mance, and he use o m-paymen .
4.6.3. Limi a ions and u u e esea ch
Some limi a ions exis in ou s udy. The da a we e collec ed in Mozambique, and o
gene alize he applicabili y o he s udy, i is sugges ed ha u u e s udies could be
conduc ed in o he A ican coun ies. The sample ep esen s a highly educa ed
popula ion because we collec ed he da a a uni e si ies, bu mos m-paymen use s a e
om he u al a eas o Mozambique. Fu u e s udies may es ou model in a di e en
pa o he coun y and/o in ano he A ican coun y. Conside ing ha gende equali y
is an in e es ing and impo an opic in he A ican con ex (Humbani and Wiese, 2018),
u u e esea ch may examine he di e ences be ween gende s. This s udy is ela ed o
a single ype o echnology (m-paymen ); a compa ison wi h ano he echnology (e.g.,
m-banking) migh e eal o he insigh s and enhance gene aliza ion. Conside ing ha
cul u al ac o s play an impo an ole in an A ican con ex , u u e esea ch migh
include some cul u al ac o s, such as unce ain y a oidance o indi idualism.
4.7. Conclusions
The ise o m-paymen in A ica has b ough many oppo uni ies o people, and banks
a e changing he way ha hey p o ide se ices o local communi ies (Ba is a &
Vicen e, 2018; Humbani & Wiese, 2018). Ou s udy empi ically assesses TTF and he
dimension o us o c ea e he in en ion o con inue using m-paymen amongs use s.
This s udy con ibu es o he li e a u e by p o iding a heo e ical model o explain
con inuance in en ion o use m-paymen . I p o ides a baseline o decision-make s and
p o ide s o how echnological ac o s and us a e impo an o ensu e long- e m
usage o m-paymen . The esul s demons a e ha he mos impo an ac o s o explain
m-paymen con inuance in en ion a e indi idual pe o mance, use, and o e all us .
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Doc o al P og amme in In o ma ion Managemen
Indi idual pe o mance and use play impo an oles as pa ial media o s be ween use
– con inuance in en ion and o e all us – con inuance in en ion. Ou esul s show ha
sa is ac ion has signi ican impo ance as a mode a o be ween use and o e all us on
con inuance in en ion.
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Doc o al P og amme in In o ma ion Managemen
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Doc o al P og amme in In o ma ion Managemen
Figu e 5.1 - P oposed model
The con i ma ion e e s o he expec a ions ha he use s ha e in using he IS. The use s
make hei e alua ion when compa ing hei ini ial bene i s wi h he expec ed bene i s.
The ECM shows ha he posi i e e ec s o con i ma ion will impac he sa is ac ion
and pe cei ed use ulness (Al aimi e al., 2015; Oghuma e al., 2016). When he ini ial
expec a ion o use s is con i med, i a ec s he le el o he use sa is ac ion and
pe cei ed bene i s o IS (Susan o e al., 2016). Fo m-paymen , he use who con i med
he expec a ions can ealize he bene i s and in luence he sa is ac ion. The e o e, we
hypo hesize:
H1. Con i ma ion posi i ely impac s he m-paymen pe cei ed use ulness.
H2. Con i ma ion posi i ely impac s he m-paymen sa is ac ion.
The de e minan ha a ec s he use s o conside ha IS enhances hei e ec i eness,
pe o mance, o p oduc i i y is pe cei ed use ulness (C. M. Chiu & Wang, 2008;
Da is, 1989). This means, when use s pe cei e he bene i s o he IS, he long- e m
usage is ein o ced (Lee, 2010; Rez ani e al., 2017). ECM pos ula es ha when he
expec ed bene i s a e con i med, he use ealizes he ad an age, which consequen ly
in luences posi i ely hei sa is ac ion and long- e m usage. In ou s udy, when he m-

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Doc o al P og amme in In o ma ion Managemen
paymen use eels ha using m-paymen is use ul and enhances his o he pe o mance,
he o she will be mo e sa is ied and will con inue using i (Cho, 2016; Joo e al., 2018;
Shin e al., 2017). We hypo hesize:
H3. Pe cei ed use ulness posi i ely impac s he m-paymen sa is ac ion.
H4. Pe cei ed use ulness posi i ely impac s he m-paymen con inuance in en ion.
Sa is ac ion is he ex en o which a use acqui es a posi i e eeling by using m-paymen
esul ing om he usage expe iences and pe o mance ou comes (A. Bha ache jee &
Lin, 2014). When he IS lea es he use sa is ied, he long- e m ela ionships become
s onge (Yu e al., 2018). The ECM pos ula es ha use sa is ac ion is he cen al
eason o he con inuance in en ion o IS (A Bha ache jee, 2001). Bha ache jee
(2001) alida ed empi ically ha he ela ionship sa is ac ion on con inuance in en ion
was he s onges . O he esea ch also demons a e ha sa is ac ion o he use s ongly
in luence in en ion o con inue o use IS (Cho, 2016; Joo e al., 2018; Shin e al., 2017).
In ou s udy, i he m-paymen use eels sa is ied, he long- e m usage will be
gua an eed. The e o e, we hypo hesize:
H5. Sa is ac ion posi i ely impac s he m-paymen con inuance in en ion.
5.3.1. Mode a ion ole o unce ain y a oidance
Con i ma ion e e s o he use ’s e alua ions owa d a p oduc , se ice, o echnology,
whe he i is posi i e o nega i e. The posi i e con i ma ion is when he use eaches
he ini ial expec a ions, while he nega i e con i ma ion is when he use does no each
he ini ial expec a ions (Al aimi e al., 2015; Oghuma e al., 2016). Use s make hei
assessmen s when compa ing hei ini ial expec a ions wi h he e iciency o he
p oduc , se ice, o echnology. The con i ma ion o expec a ion is when m-paymen
se ices enhance he use ’s pe cei ed use ulness and sa is ac ion o he se ice
(Susan o e al., 2016). Gi en he cul u al aspec o he use s, hey will ha e a i udes
ha a y acco ding o he con ex .
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Doc o al P og amme in In o ma ion Managemen
Unce ain y a oidance is he a i ude ha he use akes o a oid ambiguous o unknown
si ua ions (Ho s ede, 1984). A low le el o unce ain y a oidance means ha people a e
no a e se o aking isks. Thus, he e is a g ea e deg ee o accep ance o new
echnologies. The low-le el o unce ain y a oidance o use s o a gi en cul u al
con ex is a ac o ha suppo s he ela ionship be ween he use sa is ac ion and
con i ma ion. Unce ain y a oidance also in luences he ela ionship among pe cei ed
use ulness and con i ma ion. The in luence o he unce ain y a oidance on hese
ela ionships inc eases use ’s sa is ac ion and pe cei ed use ulness. We hypo hesize:
H6a. Unce ain y a oidance posi i ely mode a es he impac o he con i ma ion on
pe cei ed use ulness o m-paymen .
H6b. Unce ain y a oidance posi i ely mode a es he impac o he con i ma ion on
sa is ac ion o m-paymen .
The ac o ha may help an indi idual o s a o unde s and he ad an ages in e ms o
u iliza ion o he IS is pe cei ed use ulness (Da is, 1989). This means, when he use s
pe cei e he imp o emen o using he se ices and sys em, he long- e m ela ionship
is ein o ced (Lee, 2010; Rez ani e al., 2017). Howe e , o m-paymen , pe cei ed
use ulness is impo an because i enables he equen use o m-paymen . Gi en he
cul u al con ex o he use s, he unce ain y a oidance le el can be low o high. Low
le el is an indica o ha use s will use m-paymen se ices wi h li le hesi a ion, while
high-le el o unce ain y a oidance is an indica o ha use s will use m-paymen
se ices wi h much hesi a ion. The use unce ain y a oidance low le el o a gi en
cul u al con ex is a ac o ha a ou s he ela ionship among he sa is ac ion and
pe cei ed use ulness. The unce ain y a oidance also in luences he ela ionship among
pe cei ed use ulness and he in en ion o con inue o use m-paymen . We hypo hesize:
H6c. Unce ain y a oidance has a posi i e impac on he mode a ion o pe cei ed
use ulness on sa is ac ion o m-paymen .
H6d. Unce ain y a oidance posi i ely impac s he mode a ion o pe cei ed use ulness
on m-paymen con inuance in en ion.
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Doc o al P og amme in In o ma ion Managemen
Sa is ac ion is he deg ee o which an indi idual is com o able using m-paymen
se ices due o usage expe iences and pe o mance ou comes, meaning ha sa is ac ion
s a s o become s onge a e he use s adop he se ice o sys em (A. Bha ache jee
& Lin, 2014). When use s a e sa is ied wi h he se ice, long- e m ela ionships become
s onge (Yu e al., 2018). The le el o unce ain y a oidance may in luence he
inc ease o dec ease o he impac on he ela ionship be ween sa is ac ion and he m-
paymen con inuance in en ion. Gi en he cul u al con ex o he use s, he low le el o
unce ain y a oidance will posi i ely in luence he ela ionship be ween sa is ac ion
and he m-paymen con inuance in en ion. We hypo hesize:
H6e. Unce ain y a oidance posi i ely impac s he mode a ion o sa is ac ion and he
m-paymen con inuance in en ion.
5.4. Resea ch me hods
The cu en esea ch employs a mixed-me hods app oach (So e & Hada , 2007;
Venka esh e al., 2013). Fi s , was applied he quan i a i e me hod, in which he main
me hod o da a collec ion was an online su ey (Al aimi e al., 2015; Tam & Oli ei a,
2016b). A ques ionnai e was cons uc ed o he su ey using a iables and i ems om
he esea ch (Appendix A). The measu emen i ems o he model we e adop ed om
published s udies and o unce ain a oidance we adop ed om S i e and Ka ahanna
(2006). I ems o con inuance in en ion, sa is ac ion, pe cei ed use ulness, and
con i ma ion we e adap ed om Bha ache jee (2001). Secondly, we applied a
quali a i e me hod o iangula e and ob ain addi ional imp essions ega ding he
indings, and we hus employed ield in e iews (Venka esh e al., 2013).
5.4.1. Da a
Fo he quan i a i e me hod, a se en-poin scale was applied o assess he i ems, anging
om 1 ( o ally disag ee) o 7 ( o ally ag ee). The ques ionnai e was managed in English
and e iewed o con en alidi y by a p o essional. A p o essional ansla o ansla ed
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Doc o al P og amme in In o ma ion Managemen
o he Po uguese language, aking in o conside a ion ha he su ey was adminis e ed
in Mozambique. The ques ionnai e was e e se ansla ed o he o iginal language
(B islin, 1970). To alida e he ins umen s, we conduc ed a pilo es on a g oup o 30
s uden s ( hese da a we e excluded om he inal analysis). To ele a e he esponse
a e, a ious s a egies we e used. Fi s , we applied he “key in o man ” p ocedu e o
collec da a (Oli ei a, Thomas, e al., 2014; Pinsonneaul & K aeme , 1993), which
helped in he iden i ica ion o quali ied esponden s. To boos esponses o he su ey,
a ollow-up message was sen wo mon hs a e he ini ial con ac . A o al o 384 usable
esponses we e ob ained om which 272 we e pa o he i s esponden s and 112
we e pa o he esponden s eminded by he ollow-up email. Compa ing he i s and
las esponden g oups using Kolmogo o –Smi no (K–S), he es s indica ed a lack o
non- esponse bias (Ryans, 1974). Two es s we e made o de ec he common me hod
bias. Ha man’s one- ac o es (Podsako e al., 2003). The i s cons uc explains
36.7% o a iance, i acknowledges ha any o he cons uc s indi idually accoun o
g ea e a iance. Second, using a ma ke a iable p ocedu e (Lindell & Whi ney,
2001), adding a heo e ically i ele an ma ke a iable in he s udy’s model, ob aining
0.040 (4.0%) as he maximum sha ed a iance wi h o he a iables; he alue can be
conside ed as low (Johnson e al., 2011). We he e o e ound no signi ican common
me hod bias. The da a we e collec ed be ween July 2018 and Janua y 2019. S a is ics
show ha 64% o he esponden s we e p o essional wo ke s, o which 59% we e men,
and ha 39% had used m-paymen one o ou imes du ing he p eceding h ee mon hs
(see Table 5.1).
Fo he quali a i e me hod we employed ield in e iews o explain he mo i a ions o
use s ega ding he in en ion o con inue o use m-paymen (So e and Hada , 2007).
To collec di e en pe spec i es o m-paymen , we in e iewed se en people, selec ed
andomly, he i s and second in e iewees (I1 and I2) we e in o ma ion echnology
(IT) s uden s, I3 a bank o ice , I4 an IT echnician, I5 an en ep eneu , and I6 and I7
we e uni e si y p o esso s. M-paymen use s a e iden i ied as indi iduals who use m-
paymen se ices (e.g., M-Pesa o Mkesh in Mozambique). The in e iews we e
conduc ed using he i ems o he heo e ical model p oposed in he s udy.
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Doc o al P og amme in In o ma ion Managemen
Table 5.1 - Sample cha ac e is ics
Age
< 25
129
34%
25 - 30
122
32%
31 - 40
85
22%
41 - 50
39
10%
> 50
9
2%
Gende
Female
158
41%
Male
226
59%
Educa ion
High school o below
91
24%
Bachelo ’s deg ee
179
47%
Mas e 's deg ee o highe
114
30%
Employmen
S uden s
99
26%
P o essional wo ke s
244
64%
Re i ed
1
0%
Unemployed
40
10%
Ma i al s a us
Single
187
49%
Ma ied
86
22%
Di o ced
23
6%
Widowed
10
3%
Ma iage in ac (cohabi a ion)
75
20%
Do no know answe s
3
1%
M-paymen usage equency ( ime / 3 mon hs)
1 - 4
149
39%
5 - 10
98
26%
> 10
137
36%
5.4.2. Da a analysis and esul s
To es and assess he esea ch hypo heses o he model, we applied pa ial leas squa es
- s uc u al equa ion modelling (PLS-SEM), Sma PLS 3 (Ringle e al., 2015). Ea lie
esea ch has ecognized he po en ial o PLS-SEM o heo y de elopmen (Al aimi e
al., 2015; Cô e-Real e al., 2020; Tam & Oli ei a, 2016b). Addi ionally, he da a do
no ha e no mal dis ibu ion, he esea ch model is complex, and has no been es ed in
p e ious esea ch. The e o e, PLS-SEM is app op ia e o he cu en esea ch.
5.4.3. Measu emen model
The measu emen model assessmen was conduc ed by applying (1) indica o eliabili y
(conside ing good loading g ea e han 0.70, and hus excluding CI4), (2) cons uc
eliabili y (using composi e eliabili y (CR) indica o , good CR g ea e han 0.70), (3)

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Doc o al P og amme in In o ma ion Managemen
con e gen alidi y (using a e age a iance ex ac ed (AVE), good AVE g ea e han
0.50) (Fo nell & La cke , 1981; Hai J . e al., 2016; Hensele e al., 2009), and (4)
disc iminan alidi y. The indings a e shown in Tables 5.2 and 5.3.
Table 5.2 - Cons uc Reliabili y and Validi y
Cons uc s
AVE
Composi e
Reliabili y
C onbach's
Alpha
I em
Loadings
- alue
Con i ma ion
0.666
0.857
0.749
C1
0.820
35.782
C2
0.839
35.733
C3
0.787
27.602
Pe cei ed use ulness
0.615
0.865
0.791
PU1
0.767
25.937
PU2
0.805
31.442
PU3
0.810
37.051
PU4
0.755
22.124
Sa is ac ion
0.721
0.886
0.807
S1
0.859
55,392
S2
0.858
52.386
S3
0.832
37,340
Con inuance in en ion
0.567
0.834
0.739
CI1
0.829
44.778
CI2
0.815
30.272
CI3
0.831
45.300
Unce ain y a oidance
0.631
0.873
0.806
UA1
0.788
33.868
UA2
0.809
34.681
UA3
0.807
28,310
UA4
0.774
24,918
Table 5.3 - Fo nell-La cke C i e ion
Mean
STDEV
C
PU
S
CI
UA
Con i ma ion
4.449
1.198
0.816
Pe cei ed use ulness
4.597
1.175
0.631
0.784
Sa is ac ion
4.610
1.250
0.676
0.600
0.849
Con inuance in en ion
4.635
1.144
0.469
0.489
0.462
0.753
Unce ain y a oidance
4.923
1.186
0.346
0.357
0.281
0.459
0.794
All cons uc s me he abo e-desc ibed s anda ds, he eby ensu ing con e gence. This
shows ha he ac o s can be applied o es he heo e ical model. The Fo nell-La cke
es was used o assess (4) disc iminan alidi y. The AVE squa e oo o each ac o
should be g ea e han he co ela ion among he ac o s (Fo nell and La cke , 1981)
(see Table 5.3). Fu he , we examined c oss-loadings c i e ia (Appendix B), and he
he e o ai -mono ai a io o co ela ions (HTMT) (Appendix C). The i ems show
highe loading on hei co esponding cons uc s han he c oss-loadings, he eby
ensu ing disc iminan alidi y (Chinn, 1998; Gö z e al., 2010). All o he HTMT alues
a e below 0.90, hus concluded o disc iminan alidi y (Hensele e al., 2015). The
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Doc o al P og amme in In o ma ion Managemen
esul s indica e ha he ac o s a e s a is ically di e en and can be assessed in he
s uc u al model. The measu emen model indings show a good indica o eliabili y,
cons uc eliabili y, con e gence alidi y, and disc iminan alidi y.
5.4.4. S uc u al model
The s uc u al model was examined a e he con i ma ion o he measu emen model,
using he pa h coe icien s, a iance in la ion ac o (VIF), -s a is ic alue, and
a iance explained (R2) o es he hypo heses and he cons uc s (see Figu e 5.2). The
s uc u al model used 5,000 boo s ap esamples o e alua e he pa hs’ signi icance
(Hensele e al., 2009). VIF was used o assess he mul icollinea i y, all cons uc s me
he c i e ia wi h alues below 5, and hus i can be concluded ha he e is an absence
o mul icollinea i y (Hai J . e al., 2016).
Figu e 5.2 - Resea ch model (*=p<0.10; **=p<0.05; ***=p<0.01).
The s uc u al model explains 43.0% o he a ia ion in pe cei ed use ulness. The
con i ma ion (
"
# = 0.556, p < 0.01) is s a is ically signi ican in explaining pe cei ed
use ulness, suppo ing hypo hesis H1. Mo eo e , he esea ch model explains 52.4% o
he a ia ion in sa is ac ion. Con i ma ion (
"
# = 0.479, p < 0.01) and pe cei ed
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Doc o al P og amme in In o ma ion Managemen
use ulness (
"
# = 0.261, p < 0.01) a e s a is ically signi ican in explaining sa is ac ion,
suppo ing hypo heses H2 and H3. The esea ch model explains 38.2% o a ia ion in
con inuance in en ion, explained by pe cei ed use ulness (
"
# = 0.201, p < 0.01) and
sa is ac ion (
"
# = 0.224, p < 0.01), suppo ing hypo heses H4 and H5.
Addi ionally, i e mode a ing models we e examined (H6a, H6b, H6c, H6d, and H6e).
The esul s show ha H6a (
"
# = 0.081, p < 0.05), H6b (
"
# = 0.101, p < 0.10), and H6d
(
"
# = 0.127, p < 0.05) we e s a is ically signi ican , hus suppo ing hypo heses H6a,
H6b, and H6d. The hypo heses H6c (
"
# = 0.007, p < 0.10) and H6e (
"
# = -0.025, p <
0.10) we e no s a is ically signi ican .
5.5. Discussion
This s udy assesses he impac o cul u al dimension unce ain y a oidance on he ECM
model o m-paymen . As a as we know i is he i s empi ical esea ch ha examines
ECM aking in o conside a ion he mode a ion e ec o unce ain y a oidance. By
applying a mixed-me hods app oach we we e able o explo e he quali a i e iew o he
an eceden s o he in en ion o con inue o use m-paymen . Table 5.4 shows a summa y
o he indings o he hypo hesis’s conclusions. As expec ed, all o he model
ela ionships we e suppo ed (A Bha ache jee, 2001). This inding is in line wi h hose
epo ed in o he s udies (X. Lin e al., 2017; Susan o e al., 2016). Fu he mo e, ou
indings indica e ha con i ma ion o expec a ion posi i ely impac s he sa is ac ion
and pe cei ed use ulness o m-paymen . This means ha he expe iences using m-
paymen we e posi i e and use expec a ions we e con i med (Cheng, 2014; Tam e al.,
2020). In a quali a i e iew, he in e iewees I1, I2, and I5 (IT s uden s and
en ep eneu ) highligh ed he pe cep ion o use ulness and he eeling o sa is ac ion
wi h m-paymen , s a ing ha hey can easily pay o school and ood expenses. The I5
(en ep eneu ) highligh ed he ease o selling p oduc s, because mos cus ome s chose
o pay wi h m-paymen because o he acili ies, and hey did no use he adi ional
me hod ia cash, mainly because o he COVID-19. They also epo ed he acili ies o
ca y ou ansac ions, anywhe e and any ime, o e ing g ea e a ailabili y, as and
sa e, simpli ying hei daily li es, especially o hose who li e a om u ban cen es.
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The pe cei ed use ulness posi i ely impac s he sa is ac ion and con inuance in en ion.
Meaning ha when use s pe cei e pe o mance, e ec i eness, o bene i s on m-
paymen , sa is ac ion will be con i med, consequen ly in luencing con inuance
in en ion. All he in e iewees ema ked ex ensi ely abou he use ulness o m-
paymen , in di e en aspec s; o he IT s uden s (I1 and I2) i is use ul o paying ees
and pu chasing ood; o banke s i is use ul because i educes he numbe o people
needing o use bank se ices; and also, o pe sonal expenses, goods, and se ices such
as gas, wa e , and elec ici y. Mo eo e , he in e iewees a gued ha m-paymen has
g ea u ili y, especially nowadays wi h he COVID-19 pandemic, acili a ing
ansac ions om home o anywhe e and any ime, educing dis ances, and sa ing ime
– hus, allowing o alloca e ime o o he ac i i ies and helping o educe he isk o
con amina ion by he co ona i us.
The esul s indica e ha sa is ac ion posi i ely in luences con inuance in en ion. This
means ha when he use is happy and deligh ed, hey will con inue o use m-paymen .
The in e iewees I1, I2 and I5 (IT s uden s and en ep eneu ) g ea ly emphasized hei
sa is ac ion wi h m-paymen and a gued ha i is a e y impo an ac o o he
in en ion o con inue o use m-paymen . They men ioned ease o use and he abili y o
use i anywhe e and any ime, especially a his ime o he COVID-19 pandemic. They
indica ed hei sa is ac ion because hey can pay basic expenses such as wa e , ene gy,
and TV om home, he eby educing a el and he numbe o co ona i us in ec ions.
The m-paymen makes use ’s li es much easie . I is widely used a he na ional le el.
The pandemic accele a ed use, mainly because o go e nmen -imposed con ainmen
ules and because he use s should a oid ouching objec s such as ATM, POS,
doo knobs, e c.
Table 5.4 - Hypo heses esul s
Hypo heses
Independen Cons uc
→
Dependen cons uc
Findings (β)
P alue
Conclusion
H1
Con i ma ion
→
Pe cei ed use ulness
0.556
< 0.01
Suppo ed
H2
Con i ma ion
→
Sa is ac ion
0.479
< 0.01
Suppo ed
H3
Pe cei ed use ulness
→
Sa is ac ion
0.261
< 0.01
Suppo ed
H4
Pe cei ed use ulness
→
Con inuance in en ion
0.201
< 0.01
Suppo ed
H5
Sa is ac ion
→
Con inuance in en ion
0.224
< 0.01
Suppo ed
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Doc o al P og amme in In o ma ion Managemen
Chap e 6 – Conclusions
6.1. Summa y o esul s
The main objec i e o his pape is o de e mine he main de e minan s o he
con inuance in en ion o use m-paymen . We conduc ed ou quan i a i e s udies
(Chap e 2 o Chap e 5), one li e a u e e iew and h ee empi ical s udies ha analyse
he e ec s o di e en ac o s and models on he in en ion o con inue using m-
paymen . Table 6.1 summa izes he s a is ical esul s o he ela ionships o he di e en
models analysed in he s udies.
Table 6.1 - Rela ionships analyses in all he s udies
Independen Cons uc
Dependen cons uc
Chap e 2
Chap e 3
Chap e 4
Chap e 5
Con inuance in en ion
Con inuance beha iou
0.375
A i ude
Con inuance in en ion
0.441
Flow
Con inuance in en ion
0.358
Subjec i e no ms
Con inuance in en ion
0.179
Hedonic alue
Con inuance in en ion
0.437
U ili a ian alue
Con inuance in en ion
0.242
A ec i e commi men
Con inuance in en ion
0.556
T us
Con inuance in en ion
0.239
Pe cei ed enjoymen
Con inuance in en ion
0.187
Pe o mance
Con inuance in en ion
0.241
Habi
Con inuance in en ion
0.255
Pe cei ed beha iou
con ol
Con inuance in en ion
0.296
Use
Con inuance in en ion
0.272
0.328
Sa is ac ion
Con inuance in en ion
0.416
0.162
0.224
Pe cei ed use ulness
Con inuance in en ion
0.285
0.016 (ns)
0.201
Indi idual pe o mance
Con inuance in en ion
0.310
0.350
O e all us
Con inuance in en ion
0.099
Se ice quali y
Sa is ac ion
0.067 (ns)
Sys em quali y
Sa is ac ion
0.279
0.065 (ns)
Con i ma ion
Sa is ac ion
0.431
0.389
0.479
Use
Sa is ac ion
0.240
Pe cei ed use ulness
Sa is ac ion
0.248
0.136
0.261
In o ma ion quali y
Sa is ac ion
0.248
0.152
Discon i ma ion
Sa is ac ion
0.576
Pe cei ed ease o use
Sa is ac ion
0.188

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Doc o al P og amme in In o ma ion Managemen
Pe cei ed enjoymen
Sa is ac ion
0.251
Con i ma ion
Pe cei ed use ulness
0.504
0.566
0.556
Discon i ma ion
Pe cei ed use ulness
0.174
Pe cei ed ease o use
Pe cei ed use ulness
0.327
Sys em quali y
Con i ma ion
0.116 (ns)
Se ice quali y
Con i ma ion
0.275
In o ma ion quali y
Con i ma ion
0.359
Use
Indi idual pe o mance
0.416
0.275
Sa is ac ion
Indi idual pe o mance
0.146
Task echnology i
Indi idual pe o mance
0.500
Sys em quali y
Use
0.088 (ns)
Se ice quali y
Use
0.225
In o ma ion quali y
Use
0.400
Task echnology i
Use
0.342
O e all us
Use
0.315
Bene olence
O e all us
0.333
Compe ence
O e all us
0.246
In eg i y
O e all us
0.247
Rela ional capi al
A ec i e commi men
0.258
U ili a ian alue
A ec i e commi men
0.112
Hedonic alue
A ec i e commi men
0.339
Sa is ac ion
A i ude
0.481
Pe cei ed use ulness
A i ude
0.408
Con i ma ion
Pe cei ed enjoymen
0.622
Con i ma ion
Pe cei ed ease o use
0.458
No e: ns (no s a is ically signi ican )
The esul s o he li e a u e e iew show ha he mos used echnologies we e e-
lea ning and social ne wo k se ices. The mos used heo e ical models o s udy he
in en ion o con inue o use we e ECM, TAM, and ECT. Addi ionally, ew s udies used
a single heo y, mos s udies in eg a ed mo e han one heo y. A heo e ical model was
p esen ed based on he signi ican cons uc s om me a-analysis and bes p edic o
om weigh analysis. O he 600 ela ionships collec ed om 115 s udies, 60
ela ionships we e analysed h ee o mo e imes. O hese ela ionships, 31 we e
classi ied as “bes p edic o s” and 24 we e classi ied as “p omising p edic o s”. The
mos s udied egions we e Eas Asia, No h Ame ica, Eu ope, Middle Eas , Sou h
Ame ica, and Sou hwes Asia. No s udies we e ound o he A ican egion.
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In he i s empi ical s udy, he in en ion o con inue using m-paymen in an A ican
con ex was analysed, combining ECM wi h D&M ISSM. The esul s show ha he use
o m-paymen , sa is ac ion, and pe cei ed indi idual pe o mance a e he mos
impo an ac o s o explain he con inuance in en ion o use m-paymen . In o ma ion
quali y and se ice quali y posi i ely impac he use and con i ma ion o he
expec a ions. In o ma ion quali y, use, and con i ma ion o expec a ions posi i ely
impac use sa is ac ion.
In he second empi ical s udy, in en ion o con inue using m-paymen was analysed by
in eg a ing TTF, o e all us , and ECM. The esul s show ha he mos impo an
ac o s explaining he in en ion o con inue using m-paymen a e indi idual
pe o mance, use, and o e all us . Indi idual pe o mance and use play impo an
oles as pa ial media o s be ween use-con inuance in en ion and o e all us -
con inuance in en ion. Ou esul s show ha sa is ac ion has signi ican impo ance as
a mode a o be ween use and o e all us on con inuance in en ion.
In he las empi ical s udy, he impac o cul u e on he in en ion o con inue using m-
paymen was analysed using a mixed-me hods app oach based on quan i a i e da a and
ield in e iews. The esul s show ha he cul u al ac o unce ain y a oidance
mode a es he ela ionships be ween con i ma ion on sa is ac ion and con i ma ion on
pe cei ed use ulness, and pe cei ed use ulness on con inuance in en ion. In a
quali a i e iew, mos o he in e iewees highligh ed he impo ance o m-paymen in
hei daily li es, especially o hose who li e a om u ban cen es. Thus, i was ound
ha he cul u e plays a signi ican ole in ensu ing use ulness, sa is ac ion, and he
con inuance in en ion o use m-paymen .
6.2. Con ibu ions
6.2.1. Implica ions o heo y
This disse a ion p o ides se e al con ibu ions o esea ch. The quan i a i e app oach
o he li e a u e e iew con ibu es o esea ch by p o iding a mo e concise, clea e ,
and ex ensi e image o he cons uc s e alua ed in p e ious s udies in a ious subjec
a eas on con inuance in en ion o use IS om yea s 2001 o 2017, se ing as he basis
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Doc o al P og amme in In o ma ion Managemen
o u u e esea ch and con ibu ing o esea che s o accu a ely selec he cons uc s
o be included in esea ch models o assess m-paymen con inuance in en ion.
Mo eo e , he esul s show ha he e is a wide a ie y o cons uc s coming om
di e en heo ies and con ex s ha can signi ican ly in luence con inuance in en ion,
hus demons a ing ha di e en heo ies and sel -cons uc s can be in eg a ed in o he
ISCI con ex .
In Chap e 3 we p oposed he joining o D&M ISSM and he ECM model, wi h he aim
o iden i ying an eceden s ha ocus on sa is ac ion, indi idual pe o mance, and
con inuance in en ion. The indings p o ide suppo o he impo ance o he added
cons uc s om DeLone and Mclean (2003) in use s’ con inuance in en ion o use m-
paymen . As ano he heo e ical implica ion he model alida es IS con inuance
in en ion heo y o he case o m-paymen use in Mozambique, unlike p e ious s udies
ha ocused on de eloped economies (X. Chen & Li, 2017; Fan e al., 2018a).
In Chap e 4 we ad anced he body o knowledge o m-paymen by p oposing he
in es iga ion o con inuance in en ion o use m-paymen in eg a ing ECM, TTF, and
o e all us . The esul s indica e ha bo h TTF and o e all us a e impo an and
should be conside ed when e alua ing he con inuance in en ion o use m-paymen . To
he bes o ou knowledge e y ew s udies ha e add essed con inuance in en ion in he
A ican con ex . Thus, wi h he p oposed model esea che s in he IS ield can adap i
o sui o he si ua ions in he u u e.
In Chap e 5 we p esen ed he e ec s o he unce ain y a oidance cul u al dimension
in he ECM model using he m-paymen case, applying mixed-me hods, and we e able
o o e a holis ic iew o he an eceden s o he con inuance in en ion. The cu en
esea ch en iches he body o li e a u e on ECM by ex ending he scope o IS
con inuance in en ion o he m-paymen con ex and e eals he mode a ing ole o
unce ain y a oidance in p edic ing con inuance in en ion. Conside ing ha
Mozambique is s ill consolida ing he adop ion phase o m-paymen (Ba is a & Vicen e,
2014, 2018), he cul u al ac o plays a signi ican ole in he mode a ion o he
con inuous use o m-paymen .
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6.2.2. Implica ions o p ac ice
The esul s o his disse a ion ha e aluable p ac ical implica ions o manage s and
decision make s o ensu e he use s’ e en ion and long- e m usage o m-paymen . Fi s ,
acco ding o he indings o ou esea ch i is c ucial o ecognize he bes p edic o s o
con inuance in en ion o use an IS, o be e design and implemen a ion o he IS (A.
Bha ache jee, 2001; Shao, 2018; Yu e al., 2018). The con inuance in en ion o use an
IS has been s udied in di e en coun ies wi h di e en cul u es. The e o e, manage s
should ha e di e en managing s a egies o ensu e he sa is ac ion o he use s and
long- e m usage o he IS (L. Zhang e al., 2012). Manage s and decision make s should
p o ide all he necessa y in o ma ion, such as use guides, ad e isemen s, and lye s
ha explain he se ices and unc ionali ies o he IS, o accele a e he unde s anding
o he se ices.
Second, he m-paymen p o ide s should ensu e ha he in o ma ion a ailable is
co ec , up- o-da e, and use ul o he use . In addi ion, m-paymen p o ide s should help
he use s whene e hey need help, should ensu e ha use s ha e a good expe ience
wi h m-paymen , should p o ide se ices ha exceed use s’ expec a ions, and ensu e
ha he use s can use m-paymen easily. This sugges s ha he m-paymen p o ide s
should cons an ly imp o e he m-paymen in ea u es ela ed o sa e y, ease o use, and
in o ma ion, o p o ide a well-s uc u ed sys em ha is easy o na iga e and has use ul
in o ma ion.
Thi d, o p omo e long- e m usage o m-paymen , p o ide s should ocus on eal- ime
accessibili y, eal- ime se ices, and se ices ha a e quick and secu e in o de o
enhance he ask and echnology i o m-paymen (Ouyang e al., 2017). In o he wo ds,
i he p o ide ’s goals a e o in luence he ac i e cus ome s (use s) o con inue using
m-paymen , hey should p o ide adequa e se ices o hem. Mo eo e , he m-paymen
p o ide s should handle m-paymen ansac ions, be u h ul o use s, ac genuinely
wi h use s, keep hei commi men s, and do hei bes o help use s, especially in
si ua ions in ol ing aud, o pending ansac ions.
Fou h, he indings ega ding he impac o cul u e on con inuance in en ion o use m-
paymen indica e ha manage s should p o ide use s wi h guidelines including all he
ins uc ions, p ocedu es, and egula ions o acili a e and help he use s o ope a e wi h
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Doc o al P og amme in In o ma ion Managemen
m-paymen . Wi h he suppo o ins uc ion manuals, use s will mo e easily and
equen ly use m-paymen , and o e ime will come o pe cei e i s bene i s and he
inc ease o e iciency i p o ides. Unde s anding cul u e could be impo an in he
de elopmen and managemen o solu ions o m-paymen . Fo example, wi h he high
le el o unce ain y a oidance, manage s could ocus on mi iga ing unce ain y and
isk, and ensu ing he comp ehension o he se ice o use s in o de o posi i ely
in luence con inuous use.
6.3. Limi a ions and u u e esea ch
The p esen disse a ion con ains se e al limi a ions. Rega ding he li e a u e e iew,
we excluded ce ain s udies because o he una ailabili y o hei quan i a i e da a, o
because hey we e quali a i e. Including hese s udies could gene a e ele an
in o ma ion in e ms o he signi icance o he cons uc s. We used me a-essen ials, a
me a-analysis ool. This ool has limi a ions, and conside ing ha me a-essen ials is no
able o pe o m mo e ad anced analyses wi h linea models o s uc u ed equa ion
modeling (Rhee e al., 2015), u u e esea che s should conside a mo e ad anced ool
o p o ide mo e insigh s and a di e en app oach o esea ch. Rega ding he h ee
empi ical s udies p esen ed in Chap e s 2, 3, 4, and 5, he da a we e collec ed in
uni e si ies, he eby a ac ing a highly educa ed popula ion. Howe e , mos o he m-
paymen use s in Mozambique a e no uni e si y s uden s, and u u e s udies could
collec he da a in di e en en i onmen s such as ma ke s, companies, and
communi ies, and in a di e en pa o he coun y o in ano he A ican coun y. This
esea ch is ela ed o a single ype o echnology, m-paymen , a compa ison wi h
ano he echnology (e.g., m-banking) migh e eal o he insigh s and enhance
gene aliza ion. We used he cul u al dimension o unce ain y a oidance, conside ing
ha he e a e o he cul u al dimensions, i is ecommended in u u e s udies o use all
he dimensions, wi h he pu pose o b inging mo e insigh . Ou models we e
p oposed o and alida ed in Mozambique, and o gene alize he applicabili y o he
s udy, and o ully ep esen all po en ial m-paymen s use s in he A ican con ex he
samples o u u e esea ch could be conduc ed in o he A ican coun ies.

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